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HCL BPO was the first BPO in the world to be appraised at the PCMM Level 3
(for its Noida center); it was also one of the first BPOs in India to train its
employees to move into software programming roles; all these guided by its
Employee First philosophy.
The company realized that youngsters now aspire for fast-track growth and are
prepared to move into new career roles. Therefore, the organization introduced
Aspire, wherein employees desirous to move to the software arm after six
months of joining are trained on the technology side. Their working days too are
reduced to facilitate this training program. After completion of the training,
employees can join HCLs software services arm. The first batch of 160 employees
has already been absorbed, while another 500 are currently being trained.
Leadership scarcity was proving to be another contentious issue. HCL BPO,
therefore, introduced the Fast Tracker Development program to develop managers
from amongst its employees only. Under this program, employees are trained for
six months after which they are anointed as team leaders.
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HCL BPO |
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Rank - 3 |
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AP Rao,
senior VP, HR |
The Employee First philosophy has definitely paid rich dividends for the
company. While most other BPO organizations are struggling with high attrition
rates, HCL BPO managed to reduce it significantly.
AP Rao, Sr VP, HR credits the team leaders for controlling attrition.The
company uses RAG analysis, wherein team leaders identify team members as red,
amber, and green. Those tagged as red are identified as most probable to leave
and are then counseled by the HR representatives. As incentive, team leaders
with 0 attrition rate for three consecutive quarters are given a bonus.
While HCL BPO is institutionalizing similar initiatives and practices across
all its ten centers, the company leadership needs to undergo an image makeover
to instil enough confidence amongst its employees.
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