iSeva: The Invisible Performer

Seva

has been one of the most consistent performers in our survey. At #2 this year,

the Bangalore-based financial services BPO has managed to retain its position

this time round as well. Good business largely translated into high satisfaction

levels. In the last fiscal, iSeva won a key call center customer services

contract from Secured Funding, a leading provider of home equity products.

Mortgage process outsourcing and call center operations brought in about 70% of

total revenues in



FY 2004-05.

The survey throws up some interesting results with iSeva topping

the charts on most of the satisfaction parameters. With 91% of the respondents

from the company emphasising that they look forward to each day at work, the

motivation level is at an all time high at iSeva. The pride associated with

working for the company is also very high. Nearly 90% of the employees expressed

pride, which is almost 10% higher than the industry average of 81%.

An environment that encourages innovation and empowers its

employees also has a high bearing on employee morale. Nearly 88% of the

respondents said that the company is very open to ideas and suggestions given by

employees, while over 84% of the respondents said that their opinion matters in

the company. In addition, over 78% of the employees said that they have the

freedom to take decisions on their own at work-the best response to this

question in the survey-while 58% of the respondents said they are encouraged

to take risk at work.

Growth is another area where iSeva employees express high levels

of satisfaction. Over 83% of the respondents see exciting growth opportunities

in the company. In addition, iSeva also promotes a work environment that

nurtures talent, with nearly 87% of the respondents saying that the manager

genuinely cares about professional and personal growth. This only reiterates the

fact that growth is one of the most important factors of motivation in BPOs

today.

Growth opportunity and satisfactory compensation level can be a

great combo. And it is the perfect balance of both these parameters that has

done the magic for iSeva. Employees expressed highest satisfaction levels on all

aspects of compensation. Over 77% felt that they are paid enough for their work;

nearly 80% said that they are being paid at par with industry standards; and 75%

expressed satisfaction with the perks and benefits available to them.

The only area of concern is branding. Although 30% of the

respondents from iSeva named it as their company of dreams, none of the

respondents from the other BPOs that participated in the survey considered it to

be their dream company.