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
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.