A leading global provider of business process outsourcing, Firstsource Solutions Ltd. offers a wide range of services to its customers. Ranked #48 in the Great Place to Work® Institute’s Study and #3 in the Industry Category of the ITeS sector, the organization has firm belief in its core values especially that of people- centricity which revolves around ‘Respect’ for each individual in the organization, the key to create and maintain trust in the organization; ‘Teamwork’ which means that by working together everyone achieves more, leading to high performance which adds tangible value at all levels; ‘People Centricity’ by ensuring that the company is sensitive to employees’ needs and aspirations and provides opportunities for personal and professional growth; ‘Integrity’ by being fair, consistent and committed and having zero tolerance for falsification of data or information; ‘Transparency’ that values the feedback and opinion of employees and clients, and ensures that Leaders are accessible and open to feedback; and ‘Fun’ by creating the right environment to ensure work is fun and engaging.
In April 2008, Firstsource launched a first-of-its-kind Mobile Recruitment Van christened ‘Career on Wheels’ which was aimed at taking BPO careers closer to job seekers. The Recruitment Van reached out to job seekers in and around Mumbai and created higher awareness amongst youngsters about the growth prospects of a career with a global company like theirs.
The organization has a number of initiatives to promote employee engagement and commitment. Take for instance ‘Tom Tom’ which is an employee referral program revolving around a broad framework of Refer (easy medium of referring employees) Respond (instant Feedback on referral), Reward (exciting incentives & prizes for referring) and Recognize (Constant recognition and felicitation). Interestingly, offer to joining ratio has consistently been above 85% for Tom Tom.
For associates, daily rewards are given across processes for their respective SLAs and parameters achieved on a daily basis on certain days of the week.
As the Process Leader manages performance through a team of 10-15 people, the STAR Certification Program enables him/her to drive performance metrics and manage high performing teams. Star Certification Program is an industry standard program that aims to enhance the delivery capabilities of team leaders in the areas of operations management and people management. Unlike most training programs, this program is designed to help participants translate classroom learning into practice at their workplace.
Firstsource emphasizes ‘Gender Inclusivity’ which aims at creating a culture that values and encourages gender diversity by promoting diversity positive measures and lessening the barriers to it. Gender Diversity is promoted where a healthy gender ratio in the company is encouraged. An effort in this regard are Gender Sensitivity Workshops that are conducted for all centres in India.
The organization also focuses on Fun @ workplace. The Leadership Management Development runs a workshop on unique ways of Creating Fun @ Workplace to ensure people have fun. This workshop exposes participants to the various techniques of creating the right environment for fostering fun at work.