ICICI OneSource: A Satisfied Lot

Mumbai-based

ICICI OneSource climbed to third place from sixth last year. This was no small

measure in the face of unfettered growth in employee count the company has

recorded in the last 18 months. It nearly tripled its workforce, a move

necessitated by the spate of acquisitions the company undertook in the

corresponding period, starting with CustomerAsset, followed by FirstRing, with

Pipal Research and Account Solutions Group being added to the kitty a few months

ago.

To the company's credit, this exponential growth in manpower did not

seriously affect parameters like company culture. Rather, it drastically

improved its overall satisfaction ranking from No. 10 to No. 4. Not only that,

it also managed to successfully sell the company internally to its employees as

well as create a positive perception about itself in the industry. While nearly

49% of its own employees endorsed the company as their employer of choice, more

than 6.7% of the total respondents considered it their dream company. Nearly 97%-one

of the highest scores in the industry-said they respected the company's work

value and ethics.

Not only was company culture free of any impact of the company's inorganic

growth, along with people and training it was one of the three pillars that

propped ICICI OneSource up. While more than 85% of the employees were happy with

the company's leadership, the immediate managers came in for even more praise.

More than 92% said that managers were available whenever required while 82%

believed the bosses really cared about their professional and personal growth.

The training front too got good employee endorsement-not only were more

than 90% satisfied with the number of days of training, more than 92% believed

it was relevant to their work. Job security was high amongst 80% of the

employees, while more than 92% had clearly defined job roles. 

On the flip side, a substantial 19% felt they were stressed at work-ICICI

OneSource being primarily a voice-based call center, the biggest causes of

stress were the large number of calls and irate customers. Result: more than 36%

of the employees either had sleeping disorders or digestive problems.

The other sore point amongst ICICI OneSource employees seems to be on the

salary and compensation front, though here too it was better than many other

companies in our survey. Only 46% of the employees felt that they are paid at

par with the industry, but 68% believed that is good enough for the work they

are doing.