by February 1, 2011 0 comments

Porter believes that aligning yourself to company objectives is the only way of maintaining discipline within a budget. With his primary area of concern being the support vertical, increasing efficiency plays a huge factor in considerable cost reduction. Porter’s Interglobe has its roots firmly entrenched in the travel business with IndiGo airline being one of its sister companies. All of their essential costs are incurred on the call centre floor.

“By monitoring calls we realise that determine how our employees can get it right the first time hence preventing repeat calls and thus repeat costs,” Porter said, “we needed a mechanism to get the job right the first time.”

Porter had a workflow system designed to record productivity which would align itself to the KRAs the company had set for its employees that would encourage them in being more proactive in increasing efficiency.

“[in the support vertical] 98 percent of the calls should be closed on the first attempt,” Porter explained. By implementing the workflow-KRA system and encouraging the employees to close calls on the first attempt, “we reduced costs by 40 percent.”

Half the battle on this route of reducing costs is in the ease of use where user acceptability should be faster and the employees should use it in the right way.

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