Rank 9 - Intelenet Global : Nurturing the Seed

The bottomline iskeep employees happy and engaged. This philosophy led
Intelenet to an impressive debut in the BPO e-Sat survey. Key parameters on
which the company scored high included quality of training and growth
opportunities. The company was rated at PCMM Level 3. Intelenet also
institutionalized a strong performance management system aligned to business
goals, and which was seen by employees as an employee development tool and not
as a policing tool. The company also focused on both top-down and bottom-up
communication.

Intelenet scored high on training. Through the companys Skill Enhancement
and Employee Development (SEED) program, all employees get a behavioral soft
skill-set training which covers quality consciousness, customer centricity, and
telephonic call etiquettes under one umbrella model. Another training program,
Get Ready for Opportunity at Work (GROW) aims at competency gap analysis of the
associates in the company and accordingly a customized training program is
arranged after finding the results of the gap analysis.

The other programs are Strive Towards Excellence and Performance (STEP) where
the agents become team leaders, and Leadership Excellence Accreditation &
Development (LEAD) where associates become team leaders. The companys HR
strategy hinges on four pillarsbuilding employee capabilities, building
potential development, building business continuity, and value and culture
building.

A key pain area is the salary structure which is not tax efficient, salary
hikes, and the company not being a good pay master. However, the company
believes that even at a time of economic crisis, there was a 7% hike in pay for
employees. Since the company has both international and domestic executives, a
feeling of imbalance might have crept in. Though the company insists that an
internal compensation survey will show that all employees get the best package
as per grades.

Rank 9 - Intelenet Global
Manuel DSouza, chief human resource officer, Intelenet Global Services