11-eCLERX Services: Quality Matters

e-Clerx Services is a surprise entry in the DQCMR BPO E-Sat Survey 2011. But more appreciable was its survival after the bankruptcy declared by Lehman Brothers (its major client) and it outperforming its peers with a 68% growth rate in FY09, maintaining an average growth rate of 44% in the past 4 years. Not only its ability to manage its clients rapidly growing businesses, but its consistent employee development initiatives have resulted in its strong positioning in the BPO industry with big clients in the kitty.

e-Clerx has successfully adopted integrated approach (Knowledge Management and Leadership Development) to ensure skill development at all levels. The employee development initiatives included: Leadership Grooming for senior management, Knowledge Management & Learning Development activities, and Employee Reach-out and Development initiatives for the middle and lower levels. In FY10, e-Clerx was appraised to level 3 of People Capability Maturity Model (PCMM) due to which its 13 process areas and 291 people practices were benchmarked against the PCMM framework.

e-Clerx deploys 2 categories of trainingsubject matter training and leadership training. It has tied up with Symbiosis Institute, Pune for MBA programs for middle and lower level managers; and with SP Jain for executive MBAs for the senior management.

e-Clerx scores very well in assessing the employees through its 2 cycles of the appraisal system: Aprilfor regular work and compensation appraisal and Septemberonly work. For top management, the first phase of the 360 degree feedback system has been rolled out and will follow training and intervention; and a 6-month executive coaching program through KPMGs HR advisory team. Middle management assessment identifies training and development needs and career mapping. The engineers in the organization are appraised bi-monthly on the basis of their performance matrix.

Its small size and the type of business does not give too much opportunity to e-Clerx to employ a large number of women, hence it is low on gender inclusivity. However through the Womens Club it promotes women empowerment, recruitment, and flexi-timings for female managers.