Rank 2: People Power

Last year, e4e Solutions was the biggest surprise of the BPO
E-SAT survey, debuting at #1an entry that any company would wish for. Though
e4e has been displaced from the top spot this year, it still is in the reckoning
at #2. There has been a marginal drop in the overall Empex scores for e4e, from
88.8 in 2006 to 87 this year. But, it was enough for vCustomer to pip e4e for
the numero uno spot.

The unique thing about Bangalore-based e4e that stood out last
year is its strong focus on people. This is its biggest strength even this time
around. In almost all employee parameters, like work culture, job content,
training, salary, and people, e4e outscores the rest of the BPO rivals by a
healthy margin. In the employee satisfaction parameter, e4e still retains its
top spot.

"We recognize that people are our biggest strength and
hence go to any length to pamper them. We have introduced a number of programs
to promote fun and well-being at work. The objective of the e4e fun at work
program, called the EMC program (Associate Engagement, Motivation and
Celebration Program), is to create engaged associates and a joyful work
environment. e4e offices are often abuzz with events and intra-office
competitions: frequent bashes, games, quizzes, fancy dress competitions, and,
team dinners are all part of an e4eans workday. Festivals are celebrated and
our offices showcased to our associates families on Family Days," says
Sridhar Mitta, managing director, e4e India.

There is an Open House at e4e, wherein the associates can pose
questions and have them answered from the higher ups on any issues. There is
also the HR Powwows, an interactive forum with HR, where employees can voice
their grievances. e4es senior management also makes it a point to reach out
to associates through various forums like Skip levels, All Hand Meet and
PlainSpeak (qauarterly email communication letter).

In these stressful times, e4e also has a unique distinction, on
the statements, "I am having fun here," and "I am not very
stressed at work," the company comes at the very top. The company has a
flexible time policy, associates work with flexible work schedules to meet
business commitments while supporting their personal life needs. The policy also
has arrangements like working from home and telecommuting.

But, it is not all hunky-dory. e4es biggest strength could
also be its undoing. While focusing on its employees and policy, the processes
seem to be lagging behind. The companys HR rank fell from #11 in 2006 to #14
this year. The company still needs to put in extensive processes to ensure that
it remains a favorite with the employees. For instance, it has yet to really use
the power of the Internet in a major way, like having a corporate Intranet, etc.

All in all, e4e has proved that the "people first"
policy is a good policy; all it needs to work on is its processes. Maybe the
story would be different next year.