iEnergizer: revolutionizing the BPO industry since inception under the dynamic leadership of Adarsh Kumar
iEnergizer: revolutionizing the BPO industry since inception under the dynamic leadership of Adarsh Kumar
With its expertise, skills, and technical innovation, iEnergizer identifies opportunities, overcome hurdles, and define realistic targets for maximum accomplishments.
Business process outsourcing or BPO in India has evolved from its traditional way of trading to the status of a strategic differentiator globally. The advanced Business Process Services comprises everything from simple task-based processes to the knowledge-intensive and industry-specific processes that traditional BPO outsourcing doesn’t usually touch. It has transformed the way the world does business. This industry is a perfect blend of people, processes, and technology that aims to maximize revenue, decrease costs, and drive growth through innovation. Presently, the contact centre technology is the foundation on which the entire BPO business resides.
iEnergizer started its BPO Operations in the year 2000 and is known as a holistic next-generation business process management solutions provider. The company has more than 14,000 employees providing services to some of the leading companies and brands across the globe. It has expertise across verticals and has partnered with Fortune 500 companies in India as well as abroad. At iEnergizer, the solutions and transformational outcomes are in accordance with the evolving needs of the digital world. iEnergizer is a unique service provider where customer support is not a service, it is an attitude. It has proven expertise and an excellent track record in maintaining long-lasting relationships with clients.
Verticals Serviced by iEnergizer
iEnergizer provides Contact Centre Services across various verticals and these include Automobiles, Electronics, Home Appliances, and White Goods, Travel, Travel, and Tourism, Healthcare, E-Commerce, Education, Gaming, BFSI Segment, etc. Verticals and Domains serviced by iEnergizer are offered complete bouquet Services and these offerings are well aided with ‘Business Analysis’, use of AI and Process Automation. Channels used are Voice, Email, Chat, Back office, Social Media, and all other Omni Channels.
iEnergizer operates from different locations with flagship facility being in Delhi NCR (Noida). Noida Facility has sprawling Campus spread over 600,000 square feet of area. This state of the art Facility has amenities like Football and Cricket Ground, indoor Badminton and TT Halls, Gymnasium, well-equipped Auditorium, Food Courts, etc. Apart from Noida, iEnergizer also has setups at Dehradun, Pune, Chennai, and few other locations including Austin in the US.
How does the company motivate employees, enhances relationships and creates employee satisfaction with perfect work environment?
Employee motivation is an important and critical aspect at iEnergizer and is looked upon as one of the important tools for enhanced performance, quality, and productivity of the employees.
Various employee-centric plans, policies, and activities are undertaken to motivate employees and create a perfect work environment. Endeavour is to have a happy and smiling employee who contributes his/her best and adds significantly to overall performance.
The outcome of continued employee focused endeavour is that most of the employees at the senior positions have been with iEnergizer for more than 12 years. Middle-level Management and Support Staff also show tenure of plus 6 years with the Organization. iEnergizer provides growth opportunities to its employees along with ‘Work-Life Balance’. Enhanced learning opportunity, well-defined rewards system, etc. are some of the factors adding to the motivation of employees.
Following facilities are extended to all employees for motivation and create a perfect work environment:
- Enhanced Training
- Welfare scheme & benefits
- Life Insurance
- Paid Holidays
- Referral Bonus Program
- Promotional Schemes and Tie-ups
- Exposure to the international work environment, global best practices
- Comprehensive package & benefits
Additional initiatives to add to Employee Satisfaction include:
- Employee Rewards, Recognition, and development
- Mentor Program
- PEP Program
- Meet and Greet Program
- Compensation & Incentive Plan
- Performance Linked Bonus Plan
- Attendance Bonus Plan
- Loyalty Program & Plan
- Staff Engagement Process
There are a lot of activities which are done to strengthen the relationship. iEnergizer brings policies that are employees favourable and create a growing environment.
At IENERGIZER, Employee satisfaction is looked upon as an important tool to enhance employee performance by meeting and exceeding their expectations. Additionally, different tools and methods are used to measure and gauge employee satisfaction at every level of work and management. These include:
- Formal meetings with the team
- Informal feedback session with the team members
- Day end huddles
- Skip level meetings by the senior management members and vertical heads
- Suggestion and drop boxes installation at various locations in the office
- Reach Out Initiative: Any complaint or suggestion can be marked to an email address marked as ‘REACH OUT’ – this email and communication is directly addressed by COO’s office
Employee Satisfaction Surveys
Formation of various committees like food committee, cultural committee, employee welfare committee, sport & extra-curricular activity committee brings satisfaction in employees. Employees of all the cadres and sections represent these committees and give their views, suggestions, and participate in decision making.
Company’s overall management style
Management’s methodology at iEnergizer is extremely transparent and is based on enhancing ‘Efficiency and Effectiveness’. Concept of ‘Work & Accomplish Together’ is observed across the organization and approach towards work and employees is ‘Progressive and democratic’. ‘Employee First’ is the slogan for every Manager, and a lot of welfare and rewarding policies are in place to benefit employees. Focus is on deployment and using technologies based on Artificial Intelligence, chatbots, etc for achieving enhanced output at the desired quality.
Take me through the Interview Process
iEnergizer uses the latest tools in the evaluation and selection of a Resource. Hiring is not based on human judgment alone and is aided by an extremely well defined and well laid scientific process. An applicant is evaluated on predefined benchmarks relevant to their role (like typing speed for Chat Process and language Proficiency for Voice Process etc).
A candidate goes through several rounds of screening and at last a joint call is taken by HR and Ops about the hiring of Resource.
Tools like OEPT (Online English Proficient Test), Versant, etc are extensively used to hire a suitable Resource.
How do you support in Employee Development and growth?
Employee development and growth is important for enhanced productivity and desired quality. There’s well-defined methodology observed at iEnergizer for Employee development and growth.
Employee Development Programs orbit around the following doctrines:
- Match different learning options to different learning styles
- Serve the learning needs of more virtual teams
- Deal with the short-shelf life of learning and development needs.
- ● Ignite managers’ passion to coach their employees
- Teach employees to own their career development.
- Build trust in organizational leadership.
- Provide flexible learning options.
There’s very high thrust on Training for Employee Development and Growth. Training Methodology constitutes of the following:
- Simulation-based training environment:
- Classroom /on the job Training Processes
- Capture training effectiveness for continuous improvement:
- Product Specific Training
- On-going Training:
- Skill Enhancement Training (SET Program)
- Certification Training
Following play an important role in Employee Development and Growth:
- KMS ( Knowledge Management system)
- SEED (School for Employee Education and Development)
- CST (Campaign Specific Training)
Take on employee feedback
At iEnergizer, we feel that employee feedback is extremely important as it contributes to increased productivity, retention, and team cohesion. It is the core of personal and professional growth.
Various channels are available to employees to provide their feedback. These channels include:
- Formal and informal meetings
- Pre-scheduled daily, weekly, fortnightly and monthly reviews.
- Feedback sessions
- Suggestion & Feedback Boxes
- Special Grievances Cell
- Town Hall Meetings
- Skip Level Meetings
- 360-degree feedback sessions
Feedback received through various Channels is analysed and used for overall development and evaluation of Processes and Organization.
Do the company’s different departments ever collaborate with one another? What kinds of people seem to succeed in this company/department?
At iEnergizer, Management believes and follows the concept of ‘Working and Succeeding Together’. All the departments and factions collaborate and contribute to the organization’s success in one way or another. Every department has a core team reporting into a centralized leadership team known as ‘Senate’. Effective Policies, Procedures, and Plans are premeditated with participation and feedback from all quarters of Organization to ensure that all factions collaborate with each other towards the achievement of common goals.
Collaboration amongst different departments is based on the following elements:
● Establishing organizational, departmental, and team goals
● Communicate expectations and deliverables
● Setting the expectations by Creating a clear and compelling cause
● Leveraging team-member strengths and skills
● Encourage participation and innovation
● Inculcate and ensure cohesion between departments and team members
● Recognize, reward and celebrate collaborative behaviour
What are the milestones of the organization?
iEnergizer started its Operations about 19 years back with about 100 Resources and has come a long way since then to be one of the largest Contact Centres in India in its category of pure third-party players today. iEnergizer’s evolution from a humble beginning to a strong Organization with 14000 plus Resources is a testimony of its professional and client-centric approach. With services being delivered across all business verticals and through all possible channels, iEnergizer today is recognized as a hallmark of ‘Quality and Excellence with cost-effective Solutions ’. The vintage of Clients with iEnergizer, Awards, Appreciations, and Acknowledgements from Clients and Service Partners add strength to iEnergizer’s claim of seamless delivery and high business ethical values. Operations from multiple locations using the latest technology and incorporating the latest trends like business analytics, Artificial Intelligence, Chat Bouts, etc. makes iEnergizer a preferred service partner for any organization. Fact that iEnergizer’s first Client is still continuing with it is the biggest proof of above-mentioned facts.
The Road to be taken
iEnergizer’s focus is to further excel its deliverables through a mix of innovative technologies and use professional Human Resource Talent with an enhanced skill set. Its future strategies shall be based on the following trends:
- Use of new technologies
- Emphasis on Process Automation.
- Focus on Social Media Management Tools.
- Multitasking to Overcome Skill Shortage
The Guiding Force
Adarsh Kumar, COO of iEnergizer has been the guiding force for the Organization. Chartered Accountant by Profession, he has successfully led the Organization to its present day status with all deliverables and commitments duly met and overachieved. Adarsh, well supported by an extremely dedicated and focused team, is all set to take iEnergizer to next level of Service delivery and Process Excellence.