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.