Associating with assests...

IIPM’s 36th Glorious Year of Academic Excellence

...seems to be the work mantra at Satyam’s BPO; Naresh Jhanghiani gives some highlights of the unique work experience at the company

“The Human Resources team at Satyam can actually predict the chances of an Associate leaving the company BPO using an in-house tool...”

Ever since India gained ground as the world’s leading BPO destination, several companies have set up shop to grab a chunk of the BPO-bite. From Indian majors to global giants, third-party providers to captives, the number of companies that comprise the BPO industry today is mind-boggling. If there is one set of stakeholders that has benefited the most from this boom, it is the people who run this industry. The best talents today have a range of prospective employers to choose from. How do companies keep Associates motivated? How do companies retain the best talent? The answer, in simple English, is ‘job satisfaction’. Only, creating ‘job satisfaction’ is easier said than done. A few time-tested thumb rules hold the key - understanding Associates and their needs better, adopting a proactive approach towards creating Associate delight, creating a high-energy workplace best suited to young Associates and creating an eco system of opportunity. Here’s what we, at Satyam BPO, have done to retain the best talents and keep them performing at top gear across their life cycle in the organisation.

At Satyam BPO, all employees are addressed as Associates. This is on the basis of the belief that being in the service industry, Associates are the most important asset for the organisation. As such, treating them as partners, rather than employees, bestows them with the pride that they are partners in a successful relationship, while putting the onus on them and to ensure that a successful partnership is created. This kind of an environment results in mutual admiration and in forging of successful long term relationships.

Satyam BPO considers Associates as the organisation’s locus point where all the policies and guidelines revolve around them. The Human Resources team can actually predict the chances of an Associate leaving Satyam BPO using an in-house tool called Proactive Retention Intervention for Young Associates.

Satyam BPO offers innovative learning opportunities to Associates through its Centre for Leadership Excellence (CLE) which specialises in behavioral training. The CLE team also conducts customised training programmes based on team requirements. We also leverage two learning schools – Satyam School of Learning and Satyam School of Leadership (SSL) for leadership and organisation development programmes. We promote internal job changes, enabling Associates to move laterally or horizontally to other teams and support functions. Satyam BPO’s SPRING program provides for faster growth opportunities to Associates.

A lot of fun along with serious work is an everyday affair at Satyam BPO. In each process there is a Chief Fun Officer (CFO) who is responsible for driving fun at work initiatives within their assigned processes. Connecting with the Generation ‘Y’ is a pre-requisite for successful HR professionals. Handling a young group of go-getters can be interesting and needs to be handled deftly. It requires experience to keep them engaged. A long-term holistic view is taken to undertake and succeed in the same. Satyam BPO provides Associates an opportunity to incubate themselves before taking on larger responsibilities. Satyam BPO considers Associates as partners in organisation, and this relationship drives mutually beneficial success patterns.

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Source : IIPM Editorial, 2008

An Initiative of IIPM, Malay Chaudhuri and Arindam chaudhuri (Renowned Management Guru and Economist).

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