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A tech support provider with around 800 employees, Knoah made it to the top 10 this year with good scores in perks, benefits, and salary parameters.

An important reason for employee satisfaction, according to Kiranmai Dutt, VP, Learning, is the concept of parity which it introduced to ensure that all the employees get equal salary. There is no discrimination between employees working on large clients and those working on small ones. Despite the fact that several of its customers do offer various incentives for some projects, the company pools in the incentives and redistributes it to employees, to ensure that there is no discrimination.

Few other initiatives that drew attention included peer learning sessions by operational and functional managers as well as skip level and focus group meetings conducted by senior managers. Expectedly, most employees expressed their satisfaction with the companys work culture and the career opportunities it offers.

On the flip side, factors that afflicted employees (leading to higher level of attrition) included working graveyard shifts as well as less than satisfactory pay packets. This, notwithstanding the fact that every six months employees of Knoah got a months salary extra. And like in most BPOs, many were on the lookout for switching over to IT-related and software functions.

Appraisal proved to be another sore spot with many employees; most felt that the process was not transparent and did not properly recognize employee efforts. Dutt believes this perception has largely been due to the introduction of a new appraisal mechanism during the last financial year, which did away with rating of employees on a scale of 1 to 5. Instead, it introduced a system based on qualitative parameters, which classifies the performance based on below, meeting, above and far above ratings. Through this mechanism the company wants to ensure that at least 40% employees meet quality standard.

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