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No company in the history of Dataquest-IDC best employer surveysIT or BPOhas
achieved what vCustomer hasa Hat Trick of the Numero Uno position. And for the
first two years, it did not even have a senior HR leader in the team!
The consistent performance of vCustomer in our survey challenges many a
myths. The most important is, of course, that there is a strong correlation of
employee satisfaction with size and/or growth. On both these fronts, vCustomer
loses out to many of the other known names in Indian BPO. In terms of brand
marketing too, vCustomer is way behind companies of its size. Yet, something
somewhere has worked for the company if its employees have voted it to feature
in the top three in most of the major parameters of the survey.
A large part of the credit goes to the CEOs beliefsomewhat iconoclastic,
thoughthat big bang marketing has little role to play in attracting and
retaining employees. On the other hand, it was one of the first companies to
automate employee processesespecially support functions. It not only
streamlined the back-end tasks resulting in process efficiency but helped
employees in terms of quickly addressing their regular issues, thus enhancing
individual productivity and hence organizational efficiency.
The only area that vCustomer failed to make to the top three is training. In
most of the questions related to training, vCustomer employees did not rate
their company too highly, relatively speaking. This is the second straight year
that vCustomer has less than a stellar performance in this area.
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Rank 1 - vCustomer |
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Sanjay Kumar, CEO |
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The company interprets this as a string of feedbacks from employees which, it
says, are now demanding development. This has promted the company to hire a
senior level person to head the HR function.
As the company makes strong inroads in the Indian domestic market, it is
trying to keep its HR standards the same in this division as well. It is hopeful
that its solution-centric model in the domestic market would mean a better
career path for employees. Page(s) 1
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