Rank 13 - EXL Service: Growth Gaps

Surprisingly EXL Service fails to make it into the top 10 in our

survey this year. A new entrant in BPO E-Sat, with nearly 5,500 employees in

India today, EXL has come up with some interesting initiatives in the last one

year to take on its growing manpower challenges. Says Aabha Nanda, VP, HR,

"Language skills have a nuance based on the nature and length of the

conversation, which an employee is required to conduct and the specific

vocabulary which is part of different domains." Having implemented this

solution, EXL found a 15% reduction in training failure rate leading to a direct

impact on cost and productivity as well as increased satisfactions levels at the

employee end.

Attrition management has been handled more scientifically

through the "Life Cycle" theory of attrition management. This helped

EXL to focus attention on the controllable aspects as against the general policy

in terms of the impact on attrition.

However, a strong area of concern for the BPO is the lack of

faith that employees have in the kind of growth opportunities that the company

would be able to provide them in the long run.