It is very necessary to judge the mood of the people working for BPO companies as success of an organization completely depends on the satisfaction level of their employees. If they are satisfied with their job and work with a peaceful mind, then it will enhance the quality of their work and their company will witness better productivity results. These results are most essential to convince the foreign investors who outsource their businesses to India. It is believed that if an organization can satisfy their own employees, they will definitely be able to meet the expectations of their clients.

Every organization will candidly admit that it is not an easy task to satisfy its employees. The real situation becomes clear when it gets down to brass tacks. Keeping in view the sensitivity of the matter, leading IT Magazine, Dataquest had conducted a survey in 2004, which was known as Dataquest-IDC India BPO Employee Satisfaction (E-SAT) Survey 2004.

Although some of the leading BPO companies like GE Capital, Convergys, Wipro Spectramind and Dell refused to participate in the survey, the final result was overwhelming with a large number of BPO companies participating. The employee satisfaction score was measured on different parameters, which were basically linked to the pay structure, work environment, growth prospects and company culture.

Daksh eServices (now acquired by IBM) emerged as the top employer in terms of overall employee satisfaction. It scored 91.6 in the E-SAT survey followed by ISeva (88.8), ICICI OneSource (88.6), Efunds (88.0), Hinduja TMT (86.3), EXL Services (84.3), Ajooba (83.7), Motif (83.0), NIIT SmartServe (77.8) and HCL-Tech BPO (73.9).

Though Daksh has emerged as the top employer in the overall ranking, a company, which has surprised the industry analysts, is Efunds. Efunds was preferred as a ‘Dream Company’ by most number of employees, pushing Daksh to the 7th position on this index.

Here I am going to discuss few of them....

1. Daksh eServices

Daksh is the fastest growing BPO Company in India with employee strength of over 5,000. It provides solutions in customer care services and back office processes. Its services include Customer Care, Technical Support, Collections, Transaction Processes and so on. It has five facilities in India out of which four are in Gurgaon (New Delhi NCR) and one in Mumbai. Daksh’s clientele include some major companies who figure in the Fortune 500. It is to be noted that IBM acquired Daksh in 2004.

2. ISeva

ISeva is a leading BPO and is a part of e4eGroup. It is an ISO: 9001 – 2000 Certified company and provides services in customer care, transaction processing and data processing. ISeva has two facilities in India, which are in Bangalore. It has employee strength of 1,000.

3. ICICI OneSource

ICICI OneSource is one of the leading BPO service providers in India. It has been successful in providing excellent customer services in Financial Services, Telecom, Healthcare, Media and Publishing. According to company sources, it has employed more than 4,500 people in its facilities worldwide. ICICI OneSource has been successful in receiving the BS 7799 certification for information security.

4. Efunds International

Although Efunds was ranked fourth in the overall E-SAT survey, it had outsmarted its rival companies by a convincing margin to get the top slot as the ‘Most Preferred Employer’. It has been chosen by the most number of employees as a ‘Dream Company’ to work with. Efunds provides excellent services in customer care (both voice and email process), transaction processes and back office operations. Its areas of functioning are Financial Services, Electronic Funds Network, Retailers, Telecom, Software Development and other businesses. Efunds has recruited over 4,000 employees in its branches worldwide. In India it has one facility in Gurgaon (New Delhi NCR) and two in Mumbai. It also has two software development centers in Chennai. According to sources, Efunds is on the verge of receiving the BS 7799 certificate as it has already implemented this internationally recognized security standard in the organization.

5. Hinduja TMT

With employee strength of nearly 2,000, Hinduja TMT has successfully established itself as one of the leading BPO service providers in India. It provides a wide range of services in more than 50 countries in the world. HTMT functions in the areas of IT, Telecom, Banking, Finance, Insurance, Healthcare, Transport and Education. In India, it has service centers in Bangalore and Mumbai.

6. EXL Services

EXL Services is one of the leading BPO service providers in India, which provide world-class service to the customers. With more than 5,000 employees in its armor, EXL has become a well-known name in the Indian BPO Industry. It provides solutions in Insurance, Banking, Healthcare, Financial & Accounting services, Mortgage Lending and Collections. EXL has both the customer services and back office operations. It has already received the ISO 9001:2000 certification for quality assurance and BS 7799 certification for information security. In India, EXL has Delivery Centers in Noida (New Delhi NCR) and Pune.

7. Ajuba

Ajuba Solutions is a surprise entry in the E-SAT survey. It’s a growing BPO with just a little over 500 employees. It deals in IT solutions and other customer service operations. Ajuba is located in Chennai, India.

8. Motif

Ahmedabad-based BPO, Motif India provides BPO services to Fortune 500 companies. It operates in transaction processing, which includes Investor Services, Administration and Mutual fund and Customer Services like Voice Process, Email Management and Fax Processing. Nearly 500 employees are currently working for Motif.

9. NIIT SmartServe

NIIT SmartServe is a global BPO company, which has expanded its outsourcing business over the years. Its services include Insurance, Financial Services, Real Estate, Transportation and Technology. The current employee strength of NIIT SmartServe is more than 800. Its service center is located in Gurgaon (New Delhi NCR). It offers services both in customer care and back office processing.

10. HCL-Tech BPO

HCL Technologies BPO is a subsidiary of IT giant, HCL Technologies. With nearly 3,000 employees, HCL-Tech BPO has established itself successfully in the growing BPO industry. It provides services in both customer care (voice & web) and back office processing. With world-class infrastructure, it has succeeded in rolling out a business relationship with more than 60 Fortune 500 companies. In India, it has four delivery centers in Noida (New Delhi NCR), two in Chennai and one in Bangalore.

These 10 BPO companies and several other leading BPO organizations have done an excellent job in the past few years and boosted the confidence of foreign investors in outsourcing their jobs to India. With a bunch of skillful and sincere employees, they did their best to meet the expectations of their clients overseas. There is no ambiguity about the reason for the success of the Indian BPO industry. It must be attributed to the efficiency and determination shown by these organizations and their employees.