State-run telecom firm MTNL is remodelling its workforce to make them sales, marketing and customer care driven as part of efforts to generate additional revenue of Rs 500 crore this fiscal.
“We are re-orienting our workforce from operation management driven to sales, marketing and customer care driven. The company has chalked out an agenda so that we generate additional revenue of Rs 500 crore from services and existing resources,” MTNL Chairman and Managing Director A.K. Garg told PTI.
At the end of FY 2012-13, the company earned Rs 3,428.66 crore, up 1.6 per cent from Rs 3,373.25 crore at the end of FY 2011-12.
“We have already allocated about 500 people for enterprise business to deal with customer problem and take immediate action to resolve complaints. In the next six months, we will devote another 2,000 people for sales, marketing and customer services,” MTNL Director for Human Resource Sunil Kumar said.
Some of the focus points under the new plan include fault repair on the same day, simplifying bill payment, responding to customer requests like address change, name change, plan upgradation within a few hours instead of days.
Grading system
Garg said that the company is considering inclusion of grading system for new recruitments where points will be given to employees on the basis of their sales generation and customer satisfaction.
“We are also working on integrating customer care services and touch points technically so that it can be monitored live at highest levels,” Kumar said.
As a result of proposed remodelling of employees, the company expects revenue of Rs 75 crore from landline business, Rs 200 crore from broadband, Rs 100 crore from mobile services, Rs 75 crore from enterprise business and Rs 50 crore from monetising existing assets.