Rank 2 - vCustomer: Balancing Right

vCustomer is a new entrant in the survey this year. Fairly
high overall satisfaction helps the Delhi-based BPO makes it as the runner up.
Employees rated the appraisal system, compensation, company culture and overall
job content highly.

Compensation is a key strength for vCustomer. A recent study
done by Hewitt Associates certified the company as one of the best paymasters in
the BPO sector. A performance-based incentive structure Bi-annual compensation
reviews also ensures retention of high performance individuals and teams. The
Rewards and Recognition program is a significant component of employee
compensation built to create higher motivation levels. Incentives and reward
programs include Loyalty Incentives, Attendance Incentives and Matrix-driven
Monthly Performance.

Several initiatives to bring down attrition have been put in
place and practiced aggressively in the last year. To facilitate growth and
employee development, employees are encouraged to pursue company-sponsored
distance education program for Masters in Business Management. There are
continuous efforts to improve work content in order to bring down monotony at
work.

Fast track growth opportunities are offered in the form of
lateral and vertical growth. To increase transparency in performance assessment,
a performance dashboard has been created that has multiple views for agents,
managers and senior managemet people. The dashboard gathers performance data
from various tools, tracks daily statistics and gives a single unified view.

An HR initiative called "Employee First" has been
launched at the BPO to create a workplace and environment that fosters
performance.

vCustomer has put in place a highly competent training
function within the organization, spanning across new employee orientation (NEO)
and reinforcement training, imparted after associates go-live. The training
procedures implemented at vCustomer revolve around building subject matter
expertise and promoting continuous learning and improvement through best
practices. A web-based knowledge management tool 'iKB' (interactive
Knowledgebase) allows associates to utilize the huge source of information
collated in a database, updated over the years.

On principle, vCustomer believes in removing mediocrity
across all levels and focused initiatives to ensure superior talent quality and
outstanding service to customers. A three-month leadership development program,
termed as 'vCertification', is aimed at honing the leadership skills of team
leaders at vCustomer. Each employee goes through training for career growth and
personal development.