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vCustomer ranked in top 5 of NASSCOM’s list of Exciting IT-BPO companies to
Work for
New Delhi, India, Nov 1, 2007 - vCustomer,
India’s leading Customer Support solution provider, has been ranked No. 5 in
the list of Top 15 “Exciting Emerging Companies to Work For” by NASSCOM.
The survey is the first of its kind within the industry, specifically for the IT-BPO
sector, and was conducted by NASSCOM in conjunction with Grow Talent, a strategic
HR consultancy firm.
In response to the survey and its findings, Kiran Karnik, President, NASSCOM, said,
“The Indian IT industry has set an exceptionally high standard with regard
to workplace and employee practices. With the continued growth and rapid evolution
of the industry, as well as the changing aspirations of its young workforce, IT
companies - small or large - will have to constantly look at innovation to excel
as employers. While there are benchmarks that exist across industries, we felt that
it is critical to identify and appreciate the frontrunners, which are employers
of choice, and aptly showcase them.”
“The findings of this survey clearly demonstrate the best practices implemented
in these companies which have made them winners not only in this survey but with
their employees as well” he added.
“vCustomer is extremely excited about the recognition given to us by NASSCOM,”
stated Sanjay Kumar, CEO of vCustomer. He went on to say, “vCustomer believes
in fostering an environment that focuses on training & development as well as
reward & recognition. Every manager is empowered to make critical business decisions,
which helps explain why the average tenure of a vCustomer manager in an 8 year young
industry is nearly 5 years .”
The Differentiators:
An analysis of the Top 15 companies reveals many distinguishing factors within the
industry:
- Training & Development: This process was a
key differentiator between the top 15 and the other companies. While training was
provided at all organizations, a sophisticated approach to the process was missing.
For example, an effective training needs analysis must be conducted on the identified
needs to arrive at a priority list to determine an appropriate training calendar.
Internal training, the most cost-effective training delivery mechanism, can lead
to manifold losses, if formal trainer identification is not conducted. Training
feedback can add valuable insights to improve the program, but the time at which
feedback is sought is also crucial.
- Career Management: This is not a solution to
the challenge of attrition, but an enabler to overcome the challenge. Most of companies
featuring in the Top 15 list have formed a career planning and development mechanism,
which typically includes capturing employees’ aspirations and creating individual
career plans. Integration between Career Planning, T&D and Performance Appraisal
is mandatory to realize complete benefits of any of the system.
- Constant and effective communication is paramount
for the success of any organization. Communication may take multiple forms such
as written or verbal, but the authenticity and consistency of the information increases
the engagement levels in an organization and improves the fairness & equity quotient
of the organization.
- Documentation, the blue-print of any process,
was a key differentiator. The presence of policy documents and other relevant documents
in the above companies made them high scores in HR processes segment. Ready access
to documents for the employee increases their understanding of the processes and
policies.
- Climate surveys, benchmarking and recreational activities
was another key differentiator. The top 15 companies identified above not only conducted
climate surveys but also tracked the results to identify improvement areas and initiated
appropriate action; a follow-up on the action undertaken was also done.
About vCustomer Corporation
vCustomer Corporation helps improve client business performance
through comprehensive customer care and technical support solutions. By employing
proprietary technology, vCustomer enhances the customer experience to strengthen
retention, loyalty and customer satisfaction, while reducing costs and improving
efficiencies. The company’s solutions drive measurable, repeatable results
in the retail, consumer technology, and communications sectors.
vCustomer employs globally and is headquartered in Kirkland, Washington. For more
information, call 888-805-9705, email marketing@vcustomer.com or visit www.vcustomer.com
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