Excellence is Attitude

Ark Mahata - Principal Software Engineer

 

"If you cannot do great things, do small things in great way” – Napoleon Hill

 

As an engineer at MMT, I feel proud of the fact that over time, we have achieved some remarkable feats like delivering the Lowest Issues per Booking (IPB) numbers in the industry, and becoming the first Online Travel Aggregator (OTA) to provide online date change facility for International Flights. Recently, we added another feather in our cap— the MyDesk application suite, which significantly helped us improve our customers’ experience with post sales services. 

 

To develop this application suite, we took help from the support team. We put ourselves in the customer’s shoes, understood their challenges and listed the best ways to resolve them. Leveraging this understanding, we created guided flows for agents as per varying customer needs. Through the app, we positively influenced First Contact Resolution (FCR), Average Handling Time (AHT), delivered a more thoughtful customer approach for increasing CSAT and also helped in boarding new talent and getting them up to speed super-fast.

 

But was there a way to measure the outcome of our efforts? Of course! A few days back someone shared a Tweet on a common WhatsApp group: Who does cancellation refunds faster? MakeMyTrip, Yatra or Ixigo? Every comment on that said MakeMyTrip. Needless to say, I felt on top of the world!

 

This journey has strengthened my belief that words like ‘customer satisfaction’ and being ‘customer-oriented’, become mere buzzwords unless we are willing to spot the gaps in our everyday work and step out of our comfort zones to overcome them.