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.