Rank 1: Employees on Top

Two years into the BPO E-SAT survey, vCustomer has made its way
to the top. Last year, it was at #2. Its Empex Score took a jump of close to
four points, even though the maximum number of participating companies exhibited
a climb down as compared to their last years scores.

Clearly, recognition, strong team synergies, employee feedback,
and measuring all that and then finally "going to the employees" is
what took it to the top slot.

Absolutely no preferential treatment is given to any employee in
vCustomer. The initiatives taken by vCustomer are consciously tuned to enable an
informal work culture and easy accessibility to senior management.

This is also clearly reflected in the average tenure of an
employee at the manager-level or above at vCustomer4.8 years.

The company is also heavily focused on automation and
integration of every department for smooth flowing systems. Nevertheless, the
employee touch point is one section that the company is not willing to automate
at any cost. vCustomer has automated everything, right from its cab system to
all their internal communication and also its newly started initiative of self
paced learning.

The company also has a system, called Voice of vCustomer,
where an employee can raise a query, file complains, and send suggestions
directly to the CEO.

Senior management points out that even though the CEO, Sanjay
Kumar, is a complete techie, he takes absolute interest in employees
satisfaction and believes in giving a personal touch. vCustomer conducts its own
bi-annual Employee Satisfaction Survey. On the basis of the feedback received,
corrective actions and interventions are planned to ensure employee
satisfaction.

The company has taken initiatives that are geared toward
striking a perfect work-life balance. vCustomer has an employee relations cell,
which takes care of things that make it a fun place to work. Regular engagements
and events are conducted throughout the year to boost employees morale and
keep them engaged. The company has created special interest groups to ensure
that employees dont miss out on any chance to showcase their talent and
pursue their hobbies.

As far as rating the transparency in appraisal goes, the companys
employees rated it with a perfect scorecard. vCustomer has implemented a Fast
Tracker Module, wherein employees are moved/promoted within different
departments after they have spent considerable time in their department. This
has helped ensure that work doesnt become monotonous and employees gain
experience across different work areas. This was reflected in high scores in the
job content department, where it earned the number two position. However, the
company did top the overall satisfaction indicator.