1-vCustomer: Technology Leads the Way

For the fifth time in a row, vCustomer maintained its position as the Best BPO Employer. Factors such as job content, salary and compensation, and appraisal system that matters most to the young BPO employees are the parameters where vCustomer topped the list. The organization played a very important role in keeping both employees and employers happy by deploying technology in different areas.

In FY11, the company's overall focus was on automation. It used technology to reduce employee time spent on various transactional activities by automating various HR processes and reporting formats. This not only freed employees from hunting for various information, but also enabled the company to maintain up-to-date information with little effort. Meanwhile, a dedicated team for employee relations was formed to understand their needs and get regular feedbacks on new processes. A lot of work was done in consolidating its LinkedIn and Facebook profile, and the social media platform was leveraged even for internal communication to engage and motivate its employees in today's style rather than traditional buck-up-banner styles. A lot of initiatives were also taken around employee welfare, like organizing preventive employee healthcare and stress-busting massage camps in the office premises twice a week.

Although it ranked #1 in salary and appraisal parameters, yet the HR revealed that they have to deal with dissatisfied employees from time to time. The key is to keep the management-employee communication open, listen to the employees' grievance, and solve them in a structured manner as soon as possible. Keeping that in mind, it even made exceptions in certain cases and reviewed employee salaries without waiting for the yearly appraisal cycle. As far as gender inclusivity is concerned, the company blames late night shifts for US based processes as a reason for low scores in this parameter. Nevertheless, making use of the inputs from the DQ-CMR survey, the HR has decided to give specific instructions to the hiring team hereon to hire a decided percentage of women and introduce work from home facilities whenever possible.