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Two years into the BPO E-SAT survey, vCustomer has made its way to the top. Last year, it was at #2. Its Empex Score took a jump of close to four points, even though the maximum number of participating companies exhibited a climb down as compared to their last years scores.

Clearly, recognition, strong team synergies, employee feedback, and measuring all that and then finally "going to the employees" is what took it to the top slot.

Absolutely no preferential treatment is given to any employee in vCustomer. The initiatives taken by vCustomer are consciously tuned to enable an informal work culture and easy accessibility to senior management.

This is also clearly reflected in the average tenure of an employee at the manager-level or above at vCustomer4.8 years.

The company is also heavily focused on automation and integration of every department for smooth flowing systems. Nevertheless, the employee touch point is one section that the company is not willing to automate at any cost. vCustomer has automated everything, right from its cab system to all their internal communication and also its newly started initiative of self paced learning.

The company also has a system, called Voice of vCustomer, where an employee can raise a query, file complains, and send suggestions directly to the CEO.

Senior management points out that even though the CEO, Sanjay Kumar, is a complete techie, he takes absolute interest in employees satisfaction and believes in giving a personal touch. vCustomer conducts its own bi-annual Employee Satisfaction Survey. On the basis of the feedback received, corrective actions and interventions are planned to ensure employee satisfaction.

The company has taken initiatives that are geared toward striking a perfect work-life balance. vCustomer has an employee relations cell, which takes care of things that make it a fun place to work. Regular engagements and events are conducted throughout the year to boost employees morale and keep them engaged. The company has created special interest groups to ensure that employees dont miss out on any chance to showcase their talent and pursue their hobbies.

As far as rating the transparency in appraisal goes, the companys employees rated it with a perfect scorecard. vCustomer has implemented a Fast Tracker Module, wherein employees are moved/promoted within different departments after they have spent considerable time in their department. This has helped ensure that work doesnt become monotonous and employees gain experience across different work areas. This was reflected in high scores in the job content department, where it earned the number two position. However, the company did top the overall satisfaction indicator.

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