In a bid to do away with all unnecessary expenses, Noida Authority has decided to stop incentive payments to its call centre operator. The Authority has been running a call centre through a private player for registering grievances from across the city.
It was awarding incentives to the operator for addressing residents' complaints that were made on the call centre number and then forwarding these to the related departments for quick solutions. Once the problem was solved, the call centre was also responsible for sharing the status of the complaint with the residents, for which it was given incentive.
However, Noida Authority discovered that the call centre was not working efficiently. It was forwarding incorrect status updates to complainants that their problem had been solved.
Several residents had complained about this. Keeping thin in mind, Amit Mohan Prasad, chief executive officer of the Authority, said, “I will scrap this system, since incorrect status updates are being forwarded to residents. The Authority won’t be paying any incentive to the operators now, even if residents’ problems are solved.”