Keeping the Crown

Its not easy to reach the #1 position, and whats more difficult is to
retain it. vCustomer went against all odds to accomplish the taskcoming at the
top, second time in a row.

With its impressive overall score, which is way above IBM Daksh at #2,
vCustomer manages to stay clear of the herd. So much so that its weaknesses
could also be counted as its strengths.

The only point that spoils the perfect picture is the companys HR rank at
#9. This probably indicates that its HR practices are probably not as strong as
its people practices.

vCustomer

Rank - 1

Sanjay Kumar, CEO

All initiatives toward achieving employee satisfaction have been fruitful as
it ranks right at the top on all the broad employee satisfaction parameters. The
company took its employee engagement initiatives (which it likes to address as
employee empowerment) ahead aggressively.

vCustomer identified a two-phased approach toward its employee
managementbehavioral and skills. It invested substantially in enabling the well
being of its employees through bringing behavioral changes and enhancement of
skills through training. Third-party audits were done for specific programs and
trainings for supervisors and managerial level employees, along with other
specific skill management programs. The whole idea behind this was to enable
employees to move up the value chain.

Another important part of vCustomers employee satisfaction drive has been to
automate employee processes. A lot of efforts were made toward streamlining
backend processes and facilitating automation. The company started tending all
employee queries and grievances online, so as to get a control over what
employees want, and also to facilitate accountability and ownership.

vCustomer took its performance management system completely online, by
predefining goals/new tracking methods, and so on. It reworked its Core Values
and Code of Conduct in order to send out a clear dos and donts list to new
employees as well. Its not surprising that attrition took a 30% dip, its
record-best in the last five years.