Top 10 CX BPOs

to Ace Employee Experience

IN SIGH T S F OR S UCCES S | ID E A S TO E XECU TE

April 2021
Contributors to this study

Art Robbins
Director Americas at Twimbit

Manoj Menon
Founder of Twimbit

Ashish Passi
Co-Founder at Twimbit
Leadership Consultant & Executive Coach

Pranav Ramakrishnan
Market Research Intern at Twimbit

Baskar Subramanian
Customer Experience Management,
Startup Mentor, Visiting Faculty @ NIT-Trichy
Expert
advisors
Rajendra Deshpande
Partner at Ingroup Consulting Services LLP
There is an expectation for the global outsourcing The BPO industry has experienced dramatic
industry to reach USD330 billion by 2025. In spite growth over the last 20 years, especially the
of the cost cuttings by businesses today, the BPO processes encompassing Customer Experience
industry will continue to grow at 6% annually for (CX) delivery.
the next six years.

Cushman and Wakefield

The 6 CX BPO trends 2025

From call center to Leveraging an Balancing heightened

orchestrating the innovation platform transparency, security,
customer experience enabled by cloud and regulations

Upskill workforce in new skills like Leverage Work-from-Home Outcome-driven

robotics, big data, and AI (Artificial (WFH) as a business model engagements
Intelligence)/ML (Machine Learning)

The top 3 CX BPO The top 3 CX BPO

challenges opportunities

New services driven by need for

Nurture digital readiness of the people
privacy, security and governance

The shift from customer service to Digital first outcome driven

the customer journey business models

Develop new solutions and skills New global business model

for digital native start-ups as customers enabled by Work-from-Anywhere

Source: Twimbit

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 3

The priority

EX for CX
BPO industry leaders understand, design, and deliver stakeholders; everyone is a customer. Companies
a differentiated employee experience (EX). The who treat their employees like customers will
heightened emphasis on EX is evident in the achieve higher levels of employee performance
Business Roundtable’s new statement on the that will benefit all stakeholders, thereby achieving
Purpose of a Corporation signed by 181 CEOs. It greater financial returns.
states these companies have one thing in common.
They all believe their reason for being is for the In fact, this new philosophy is key criteria used by
benefit of all stakeholders – customers, employees, top talent deciding who to work for or top clients
suppliers, communities, and shareholders. deciding who to do business with. EX is now table
stakes. “Employee as a Customer” is a prerequisite
It is a tectonic shift from shareholder value being the for CX BPOs to play in this market. They not only
only shining star. This universe belongs to all the have to adopt EX but excel at it to be competitive.

What is EX? Twimbit’s line of action

for this study
EX is a drop of ink in a glass of water. It dissolves
into a seamless merger. That resonance matters Intend to serve Experience leaders in BPOs
between an employee and the organization he to adopt and sustain world-class,
works with. EX is the outcome of aligning an outcome-driven EX practices.
employee’s journey of changing contexts and
aspirations with organizational systems to fulfill Design an applicable EX framework for BPOs
them. It is the coming together of culture,
technology, and the physical to achieve a common
Evaluated 40+ CX BPOs around the
sense of purpose for the organization and the
EX framework
individual.

The right employee experience is not a set of Distilled the top 10 with in-depth case
repeatable tactics that companies can adopt and studies
apply. They are unique for each industry, company,
and most of all, each employee. The journey occurs This study is one part of our market
from attracting talent to talent exiting (i.e., from intelligence offering. Follow-up events,
hiring to retiring) and, ideally, beyond. webinars, customer engagement, and
expert opinions will make this piece more
authoritative.

The experts continue to play a significant

role in the evolution of this study. They
form the backbone of our expert
intelligence community.

Source: Twimbit

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 4

Twimbit’s EX framework for CX BPOs

Twimbit has developed a unique framework to next page, we describe the attributes of each,
evaluate EX performance for CX BPOs. We use six illustrating a baseline of performance for CX BPO’s
pillars: Communication, Investment in Technology, that benchmarks the performance of each
Voice of Employee, Learning and Development, company. A summary follows the said framework
Social Connection, Rewards, and Recognition. In the for each Top 10 EX company.

Twimbit’s BPO EX Criteria

Definition Baseline Questions to ask

Communication Management is able to Employees know what Is the organization aligned

communicate their vision or management expects of on the road ahead?
requirements effectively to them.
their employees. Do conducive workspaces
There is a standard communicate care?
There is an ease of performance measurement
understanding between in place which helps Is there clarity around the
management and employees understand current and aspirational
employees. what the company requires roles?
of them.
Is the employee treated like
a customer?

Investment Technology available to Technology is available and Are investments made to

in Technology employees is up-to-date functional. ease the workflow?
and effective.
Technology allows Is digital employee
Technology makes work employees to work engagement a priority?
culture more efficient and remotely.
enjoyable. Is AI being used to augment
careers?
Technology allows
employees to work Are analytics driving
remotely. employee metrics north?

Voice of Employees can voice The company notes down Is the pulse of the workforce
Employee questions, comments, and questions, comments, and felt?
concerns to and about concerns from employees.
management. Are periodic surveys
The company has a regular administered for feedback?
These questions, comments, survey or suggestion
and concerns are noted mechanism to voice these Does significant recruitment
down and attended to by opinions. happen through referrals?
the company.
Employees have a platform Has attrition declined?
The company takes ideas to voice their ideas or
voiced by employees into suggestions.
equal consideration.

Source: Twimbit

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 5

Twimbit’s EX framework for CX BPOs

Twimbit’s BPO EX Criteria

Definition Baseline Questions to ask

Learning and The company provides The company requires that Are future careers mapped
Development regular training for its each employee train for a set out?
employees. minimum number of hours.
Is the upskilling organized?
The company provides The company has a digital
opportunities for employees learning management Are knowledge and
to advance in their system. information shared
respective careers. effectively?
The company has varying
training tracks based on Is employee experience a
employee performance. measurable KPI?

The company provides

opportunities for career
advancement programs or
seminars.

Social Connection The company shows The company donates Is there a higher purpose for
willingness to participate in money to charitable causes. the organization?
social agendas.
The company has a How connected are the
The company encourages diversity and inclusivity employees to the said
employee participation in agenda. higher purpose?
social and charitable
agendas. The company has a Is the organization helping
sustainability agenda. employees be part of
The company has a diversity communities of choice?
and inclusivity agenda.
Do the employees feel
The company has a socially elevated because of
sustainability agenda. the organization?

Rewards and The company provides The company provides Is there a culture of genuine
Recognition necessary benefits for its basic benefits, including but appreciation?
employees. not limited to health
insurance, life insurance, Are the benefits in line with
The company provides paid time off, maternity and the original promise?
performance bonuses or paternity leave, etc.
equity options to Are employee experience
employees based on The company provides the measurements acted upon?
performance. same benefits package for
everyone. It is not
personalized, but it is also
not lacking.

Basic stock options are

available to employees.

Source: Twimbit

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 6

Twimbit’s Top 10 CX BPOs acing employee experience

Headquartered Overall
Rank Company Number of Employees
in Country EX Rating

1 Teleperformance France 330,000+ 8.3

2 TDCX Singapore 11,334 8.0

3 Accenture Ireland 506,000 7.7

4 Tata India 448,000 7.5

Consultancy
Service

5 Mphasis India 22,239 7.2

BPO

6 SYKES US 54,900 7.2

7 Genpact US 96,500 7.2

8 TaskUs US 8,000 7.0

9 Everise Singapore 12,000 6.8

10 Hinduja Global India 37,460 6.7

Solutions
Teleperformance

The Twimbit BPO EX Benchmark

Voice of
Communication 9 Technology 8 Employee
7

Learning and
Development 9 Social
Connection
9 Rewards
and Benefits
8
*Rating scale 1 to 10

About Highlights

Headquarters: Paris, France 69%

Year of Founding: 1978 non-agent positions filled internally
CEO: Daniel Julien
Number of Employees: 330,000 70%
Revenue 2019: USD6.24 Billion of employees working at a best employer
Key EX Awards: subsidiary
Forbes’ annual list of America’s Best-in-State
Employers 2020, Teleperformance Spain awarded A dedicated higher education program called
as Great Place to Work for Women, 2021 Teleperformance University offers customized
college courses to help employees improve
themselves personally and professionally

Teleperformance provides digital integrated business

services in the areas of customer acquisition,
‘JUMP’
a program that helps to identify and train
customer care, technical support, debt collection,
employees who show leadership skills
social media, and other services worldwide.

Mission: At Teleperformance, we deliver an

49%
Percentage of women in Teleperformance
outstanding customer experience at every single
Group
opportunity as a result of our commitment, passion,
and dedication to excellence. In so doing, we create
Teleperformance provides excellent
opportunities and value for employees, clients,
employee experience on a massive scale
customers, communities, and shareholders.

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 8

Teleperformance

Employee Experience Objectives

Recognize that employee satisfaction is key to the accounts for the unique cultural differences by
success of a company and that it is necessary to country (i.e., the United Cultures of Teleperformance)
approach this goal strategically with comprehensive to ensure understanding and enthusiasm and
programs in each area compliance

Use the resources of the company to offer The company has a stated goal to follow CSR
state-of-the-art-technology but account for the local (Corporate Social Responsibility) best practices which
cultures in the 80 countries they do business (i.e., drives initiatives related to local charities, climate
balancing hi-tech with hi-touch); Teleperformance is a change, and diversity and inclusion
global company but operates as local businesses
Focus on enabling employees to achieve their full
Focus on being able to effectively and consistently potential and get maximum incentives and
scale and roll out new programs and improvements opportunities
to over 380,000 people globally; Teleperformance

Communication

The company meets the required baseline, plus: Teleperformance Leadership conducted several
Every year, the company has several open discussions townhall sessions across its locations globally as part
to encourage discourse among employees and allow of the company’s continuous mission to protect
them to share their views on how to achieve employees and ensure their safety during a global
Teleperformance’s goals health pandemic

The annual employee satisfaction survey (e-Sat) The primary objectives are to express appreciation for
measures Teleperformance employee satisfaction and all employees, provide updates on the company’s
engagement actions to ensure employee safety (which includes
social distancing practices and PPE delivery), and give
The company has several communication programs employees a much-needed motivation boost and
that include ‘‘Chat with the CEO’’ program, focus assurance that the company is together with its
groups, and Interactive Talk employees throughout the crisis

These programs bring Teleperformance leadership United Cultures of Teleperformance program enables
closer to the team by creating an ongoing two-way the company to scale across multiple cultures in 80
dialogue countries and focus on sharing best practices and how
to replicate them successfully in each country

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 9

Teleperformance

Technology

The company meets the required baseline, plus: Both productivity and
Teleperformance has an employee-focused mobile
employee satisfaction
app, MyTeleperformance increased during the pandemic

These solutions help provide important information This platform will support a
to employees from anywhere and at anytime
balanced WFH / In-Office
Teleperformance has a powerful Work from Home model in the future.
cloud-based collaboration platform. The said
platform enabled 80% of the workforce to work
remotely in 10 weeks at the onset of the pandemic

Voice of Employee

The company meets the required baseline, plus: The company has several communication programs
that include ‘‘Chat with the CEO’’ program, focus
The annual employee satisfaction survey (e-Sat) groups, and Interactive Talk
measures Teleperformance employee satisfaction
and engagement These programs bring Teleperformance leadership
closer to the team by creating an ongoing two-way
dialogue

Learning and Development

The company meets the required baseline, plus: Teleperformance Academy is a facility exclusively
designed for various and diverse training initiatives.
Teleperformance provided 4.19 million training hours
last year worldwide, which is approximately 127 The Teleperformance e-Institute is an e-Learning
training hours per employee. platform that ensures that all executives are trained
in the group’s best practices and other management
JUMP! is a development program created to identify skills to calibrate knowledge levels all around the
and prepare high-potential employees to take on world
leadership positions in the company
Future investments in additional executive education
Teleperformance University is a customized college for management with MBA style courses
course that transmits culture while gathering and
sharing its worldwide best practices and innovative
projects in customer relationship and experience
management

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 10

Teleperformance

Social Connection

The company meets the required baseline, plus: Sustainability Goals

The Citizen of the Planet initiative aims at reducing
Volunteer Work the Group’s emissions, with a focus on energy
As part of the group's charitable initiative, consumption which represents 87.4% of its carbon
Teleperformance established Citizen of the World footprint
(COTW) in 2006 to help the world's most vulnerable
children and their families meet their needs. The Group measures, monitors, and reports on
energy/carbon, water, paper, and air travel
Core objectives include making the company’s performance covering its global operations
charitable efforts systematic and participative for all
Teleperformance employees and entities When selecting a new site, Teleperformance
considers environmental aspects into the selection
Key performances include: process and wherever else possible

EUR 40.1 million (USD 47.74 million) Teleperformance has committed to continuously

in total donations since inception reducing its carbon footprint per employee

82,000 volunteer hours in 2019 In 2019, the Group’s carbon footprint was 0.682 tons
per employee, a decrease of -4.21% vs 2018

418,010 feeding programs

39 schools supported
“The best thing about
working at Teleperformance
is the people! Getting to see
Diversity and Inclusion people grow professionally
and taking on new roles. It is
49% of women in Teleperformance Group the best source of positive
energy for me when I take
24% of women in Teleperformance Group's
Management Committee
on my daily tasks and
challenges.”
43% of women in the Board of Directors
Viktoria Hafredal,
82% of employees trained on the Diversity Contact Centre Manager,
& Inclusion policy TP Norway

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 11

Teleperformance

Rewards and Benefits

The company meets the required baseline, plus: “More than 60% of the entire workforce at
TP in Brazil are women, while women hold
The company provides comprehensive benefit 53% of leadership positions. This has been
packages that are localized to meet the specific a natural process, made possible because
needs and cultures of each country the company values competence. Rather
than resulting from stringent policies that
More than 60% of Teleperformance employees gain facilitated this high percentage of women
from extra holidays in addition to the local statutory in the workplace and leadership roles, this
allowance status came from a forward-looking
mentality that puts professional
Around 80% of employees receive partially or fully competence first. When we have a
subsidized meals, depending on local laws and balanced management with men and
customs: access to a canteen, restaurant vouchers, women, we have a better chance of
or food purchase vouchers success.”

Many subsidiaries negotiate reduced prices for their Simone Nunes,

employees, usually with restaurants located near the Director of Human Capital,
office TP Brazil

80% of subsidiaries offer discounts or free access to

gyms and other sporting activities

Lessons learnt
70% of subsidiaries offer employee discounts to
cultural activities such as movies, concerts, shows, Continuously improve top-quality operations
exhibitions, etc on a massive, global scale

Balance hi-tech and hi-touch to achieve high

levels of employee engagement and
“Our high-touch approach is satisfaction
designed to make our
employees happier, feel Develop comprehensive learning and
development programs to train and recruit
valued, and sets us apart as
for leadership roles from within the company
a forward-looking company.” and to help employees improve both
personally and professionally
Alan Winters,
Chief Administrative Officer, Provide excellent employee experience on a
Teleperformance
large scale by continuously discussing and
revaluating policies regarding employee
experience and engagement

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 12

TDCX

The Twimbit BPO EX Benchmark

Voice of
Communication 9 Technology 9 Employee
7

Learning and
Development 8 Social
Connection
7 Rewards
and Benefits
8
*Rating scale 1 to 10

About Highlights

TDCX has the following competitive

Headquarters: Singapore, Singapore
advantages:
Year of Founding: 1995
CEO: Laurent Junique Innovation Capabilities
Number of Employees: 11,334
Revenue 2019: USD.05 Billion Optimum Performance
Key EX Awards:
Best Employer and Service Provider 2021 Continuous Learning

Quality Human Capital

TDCX offers developed programs that are

inter-linked yet functions independently, giving Modern Campuses across the globe

clients the freedom of customization to gain more

returns. High Growth Digital CX Solutions Provider

Mission: “To assist our partners and our people to 88%

achieve higher success through innovative and employee satisfaction rating

high-performance solutions.”
83%
of employees have a tertiary education

18% attrition rate

TDCX was certified as ‘A Great Place to

Learn’ by the SGP in 2019

The company has many initiatives to

improve employee experience and morale
that include: #BeHappier, #BeKinder, and
#BeGreener

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 13

TDCX

Employee Experience Objectives

#BeHappier empowers the company to develop “I’m immensely proud of our campuses for
employer branding strategies that resonate with the exemplifying a core value of TDCX - human
workforce capital. Clearly, the leadership across
countries share the same belief and take
Openness and transparency create channels that lead ownership of their role by listening to
to more face-to-face time with managers employees’ sentiments, noting cultural
nuances, and keeping abreast of
To use a Total Engagement Assessment Model employment trends. These recognitions are a
(TEAM) that measures engagement level in areas of vote of confidence that we are on the right
company culture, self, and work as well as the track towards our expansion goals,”
collective thinking, feeling, and actions of the
workforce to boost employee engagement Laurent Junique,
Chief Executive Officer, TDCX

Communication

The company meets the required baseline, plus: All HR events are on display on the platform. TDCX
gives its employees timely notice so that they may
TDCX has a digital communication platform that sign up for the events.
allows employees to access various features,
including those involving communication between Twice a year, the CEO has a session where he connects
management and employees. A comprehensive with many employees to take part in icebreakers,
change management plan drives the said platform. business updates, Q&As and then conducts a poll

Some communication features available include: #ReadySetGrow your competencies is a program

where leaders speak with employees about leadership
CEO Connect competencies
twice a year
Continuous Performance Management is a series of
Leadership Dialogue seminars to help employees understand the varying
that takes place regularly intricacies of employee experience, such as boosting
morale and other important topics
#ReadySetGrow
once every three months HR regularly discusses its mission and vision with
employees

The roadmap for the future is broken down into yearly

and monthly segments and is readily available to all
employees

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 14

TDCX

Technology

The company meets the required baseline, plus: TDCX has its own Human Resources Information
System (HRIS):
TDCX has a consolidated Digital communication
platform that allows them to access various features
FLASH Home, TDFLASH, or SAP
that include:
SuccessFactors External HRIS tool, which is the
central HR platform
HR Connect Call
FLASH Hire, Digital Hiring Solution (DHS)
HR knowledge base internal hiring tool leveraging AI

FLASH Card, Flashcard, internal

DTVoice, the employee timekeeping tool
satisfaction channel
FLASH Pay, External tool to manage
different payroll in countries
COVID19 FAQs and updates
FLASH Claim, Expense Claim System, an
Training for onboarding internal tool for travel and claim management

FLASH Learn, External Learning

The company’s communication platform is very Management System

user-friendly and easy to navigate

FLASH Coach, Internally developed
TDCX uses gamification with its communication online coaching tool

platform
FLASH Chat, Internal chat tool
Immediately after a meeting, a CSAT survey pops up
for employees to complete FLASH Pulse, External tool for employee
pulse check survey

The current rate of completion for this CSAT survey is

around 95% FLASH Game, External gamification
platform

TDCX has a comprehensive HR Analytics Dashboard

with a graphical user interface to monitor a wide
range of key HR performance indicators

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 15

TDCX

Voice of Employee

The company meets the required baseline, plus: For the year 2020, the survey had 8,509 respondents
and 8,575 participants, with a completion rate of
TDVoice is the employee satisfaction channel 99.2%
available on the company’s digital communication
platform where employees can raise concerns, 88% of employees said they were satisfied to be
comments, and questions employees of TDCX

Employees take part in a daily huddle, townhall, and Employees can attend the CEO Connect panel to voice
employee assistance program their concerns, comments, and questions directly to
the CEO
The company has a yearly survey regarding employee
satisfaction

Learning and Development Rewards and Benefits

The company meets the required baseline, plus: The company meets the required baseline, plus:

In 2021, a total of 8,405 employees trained at TDCX Compensation is 20% above the market average
with a total of 95,173 training hours across the board
Allowance for transportation and housing
Employees at TDCX Singapore have time allocations
for learning at TDUniversity. (The company’s in-house Wellness programs
learning platform)
Flexible time off
There is a 26% increase in learning hours through
digitalization Celebrations and outings

TDCX provides actionable insights for advanced Endless coffee, snacks, and freebies
process improvement
Campuses are modern with aesthetic workspaces and
Comprehensive virtual onboarding for new designed with employees' preferences in mind. There
employees is available on the digital communication are various rooms and collaborative spaces to spark
platform new inspiration

Continuous performance review program and Clients help set up bespoke sites that communicate
dialogues between employees and managers their culture and style

Full payment of salary and benefits from day one,

including training and onboarding time

Permanent Term Employment Contract

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 16

TDCX

Social Connection

The company meets the required baseline, plus:

Volunteer Work Diversity and Inclusion

#BeKinder is a program dedicated to various goals: #BeHappier is a program dedicated to various goals
for people:

Education
Human rights
Inclusive economic growth
Economic empowerment
Supporting frontliners
Diversity and inclusion
Disaster relief programs
Gender equality
Partnerships with NGOs
Learning and development
Responsible Sourcing
Wellness and safety

Sustainability Goals Of 11,334 employees, 4,860 (42.9%) are male and

#BeGreener is a dedicated program for various 6,474 (57.1%) are female
purposes regarding sustainability:

Lessons learnt

Carbon Neutrality by 2030 Have social responsibility goals that

employees are passionate about following

Water Conservation
Have environmentally friendly goals that

Recycling in all offices help promote a green lifestyle at the

workplace

Banning single-use plastics

Environmental preservation

Sustainable merchandise

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 17

Accenture

The Twimbit BPO EX Benchmark

Voice of
Communication 7 Technology 7 Employee
7

Learning and
Development 8 Social
Connection
9 Rewards
and Benefits
8
*Rating scale 1 to 10

About Highlights

In fiscal 2019, Accenture became the

Headquarters: Dublin, Ireland
largest professional services company to
Year of Founding: 1989 have a target for emissions reduction
CEO: Julie Sweet approved by the Science Based Targets
Number of Employees: 506,000 Initiative, which aligns with the Paris
Revenue 2019: USD43.2 Billion Agreement to limit global warming
Key EX Awards:
DiversityInc’s Top 50 Companies for Diversity for Accenture offers its employees customized
14 consecutive years, FORTUNE’s 100 Best and personalized training programs
Companies to Work for 12 consecutive years
Training hours were increased by 6 percent
while reducing training costs by 11 percent

Accenture is a global service and consulting to USD866 million with the company’s

company. Offering strategy, consulting, digital, digital learning platforms

technology, and operations services, it is a Fortune

500 company with offices around the world. 70,000
people trained in the hot skills needed by

Mission: Helping our clients create their future. their clients, including cloud and remote
collaboration tools

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 18

Accenture

Employee Experience Objectives Voice of Employee

Employees as customers The company meets the required baseline, plus:

Reimagine the EX model to be more enriching The Accenture Employee Experience Platform,
powered by SynOps, is an HR journey guided by
Use digital platforms to enhance employee trusted advisors, AI, analytics, and digital engagement
experience

Communication

The company meets the required baseline, plus: “Our unwavering

commitment to inclusion
Driving Accenture’s EX transformation, it was
necessary to have cross-functional representation
and diversity unleashes
from HR, IT, marketing, facilities, etc. This full breadth innovation and creates a
of perspectives and capabilities was instrumental to culture where everyone
co-create the people experience at Accenture feels they have equal
opportunity.”
Technology

The company meets the required baseline, plus: Julie Sweet, CEO

Future Talent Platform enables the workforce

reskilling journey quickly, affordably, and at scale for
over 500,000 employees

Rewards and Benefits

The company meets the required baseline, plus: Accenture parents get 16 weeks paid maternity leave,
eight weeks time off for primary caregivers, and two
Accenture has a wellness program, which includes an weeks for secondary caregivers
app to track fitness, nutrition, and resiliency with
quarterly cash rewards The company gives subsidized backup dependent
care and a concierge service for dependents
The company’s medical plan holders get to access
telemedicine, digital weight loss programs, and Primary caregivers can work locally for a full year
complimentary second opinion services when they return from the birth/adoption of a child

Accenture provides its employees with fertility and

adoption navigation support. It also reimburses
adoption and surrogacy fees

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 19

Accenture

Social Connection

The company meets the required baseline, plus: Sustainability Goals

Achieve net-zero emissions by 2025
Accenture has a diverse workforce. It considers the Focus first on actual reductions in its emissions
needs of each employee group and tailors the EX and and invest in nature-based solutions that will
career journey to each. remove carbon from the atmosphere

The company’s key goal is to attract the best talent

into the company Move to zero waste

By 2025, the company will reuse or recycle all

Accenture manages EX by taking into account the
its e-waste and office furniture
voice of the employee and engaging employees to
align their behavior and performance with the
Committed to eliminating single-use plastics
company’s goals.
in its locations post-COVID

Volunteer Work
The Accenture global corporate initiative, Skills to
Plan for water risk
Succeed, empowers employees to volunteer their
time. The employees provide support to equip people By 2025, the company will develop plans to

globally with the necessary skills to get a job or build reduce the impact of flooding, drought, and

a business by 2020 water scarcity on its business and its people in

high-risk areas

The program has impacted three million people

globally as of this day, from teaching young children
how to code to ensuring that all workers can thrive in
the digital economy
Lessons learnt

Diversity and Inclusion Offer personalized training and development

Accenture is now 45% women programs for each employee based on their
role, business area, and geography
Accenture plans to meet various gender-balanced
workforce goals that include: Treat employees as it would customers,
providing them with the same level of
25% women managing directors by 2020 dedication and respect

50/50 gender balance by 2025 Create an exceptional environment for

employees to grow, thrive and develop
themselves
Mandatory training that will support people in
identifying and speaking up about racism

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 20

Tata Consultancy Service

The Twimbit BPO EX Benchmark

Voice of
Communication 7 Technology 8 Employee
7

Learning and
Development 7 Social
Connection
8 Rewards
and Benefits
8
*Rating scale 1 to 10

About Highlights

Plenty of training programs that nurture

Headquarters: Mumbai, India
leadership and allow the company to
Year of Founding: 1968 promote from within
CEO: Rajesh Gopinathan
Number of Employees: 448,000 TCS is implementing a new and revamped
Revenue 2019: USD22 Billion workplace culture that helps promote
Key EX Awards: diversity in organizations to establish
Silver Stevie - Most Innovative Work-From-Home inclusive cultures that drive growth
Plan 2020, Silver Stevie - Achievement in Diversity
and Inclusion 2020 TCS has multiple platforms to help enhance
and enrich employee experience and
engagement

Tata Consultancy Service (TCS) is an Indian

multinational technology company specializing in TCS has consistently excellent employee

information technology services and consulting. experience on a large and global scale

Mission: To help customers achieve their business

objectives by providing innovative, best-in-class
consulting, IT solutions, and services. To make it a
joy for all stakeholders to work with Tata.

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 21

Tata Consultancy Service

Employee Experience Objectives Technology

To offer employees an effortless and serene The company meets the required baseline, plus:
experience of an aesthetically beautiful next-gen
HRMS interface Some of the virtual platforms used by TCS to enhance
and enrich employee experience engagement are:
This next-gen HRMS must provide a flexible, agile,
and intelligent employee experience Cara: AI-based HR assistant that answers
employee questions on HR policies.
Features include:

Cloud-based interactive interface

Milo: Chatbot to facilitate the mentoring
process.

Single standardized design for multiple tenants,

domains, customers
Knome, KnowMax, GEMS:
Platforms for social collaboration within the
organization for learning, sharing, and rewards
A minimalist and flexible design approach for
and recognition.
seamless and frictionless online experience

Safety First: Initiative focused on

employee safety and security.
Communication

The company meets the required baseline, plus: Fit4life: Builds a fraternity of health and
fitness-conscious employees and creates a
Knome, KnowMax, GEMS: Platforms for social culture of fitness.
collaboration within the organization, learning,
sharing, and for rewards and recognition Purpose4life: Forum for volunteering
for community projects in the areas of
Cara: AI-based HR assistant that answers employee education, health, and environment.
questions on HR policies
Maitree: Community of TCSers and their
Source: IIFL Securities families who plan activities that help create a
bond among employees and promote
work-life balance.
Voice of Employee

The company meets the required baseline, plus:

PULSE: The annual employee engagement
and satisfaction survey is the organization’s
PULSE: The annual employee engagement and
formal listening forum.
satisfaction survey is the organization’s formal
listening forum
TCS Cares: Program aimed at creating
robust avenues to build an emotionally strong
and mentally resilient workforce.

Source: IIFL Securities

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 22

Tata Consultancy Service

Learning and Development Social Connection

The company meets the required baseline, plus: The company meets the required baseline, plus:

iConnect is a highly collaborative tool designed to Volunteer Work

help employees reach out to senior mentors for TCS runs an effective volunteering program called
guidance on career paths and have face-to-face Purpose4Life, which helps employees contribute
dialogues about their role and career. towards societal well-being

TCS provides flexibility for group mentoring as

As part of this initiative, each associate is encouraged
well as individual mentoring.
to commit 10 hours of volunteer activity every year

Employees are encouraged to form teams and also

Inspire is the high potential program for mid-level
involve family members in their efforts
employees. The program helps identify high
potentials as early as possible and invests in them
The community projects carried out under this
continuously. It helps enable accelerated growth and
program are in the areas of education, health, and the
transitions the said employees to leadership roles.
environment
Rewards are in place to recognize their efforts and
successes.
Purpose4life: Forum for volunteering for community
projects in the areas of education, health, and
Talent Review is the process in TCS to assess and
environment
review the leadership pool in the organization.

It enables leaders to share their career aspirations

and mobility preferences, followed by an assess- “TCS’ progressive and inclusive policies are
ment of their leadership attributes. helping us attract, nurture and retain
diverse talent. Our workforce diversity is
The objective of the program is to create and fuelling the innovation that’s helping our
sustain a healthy leadership pipeline. customers succeed in a Business 4.0™
world. Equally important is our work to
expand access to opportunities for
Opportunities is the internal platform to publish niche underserved and marginalized groups in
and critical requirements to the leadership and high the communities where we operate. All this
potential communities, thereby facilitating talent is resulting in superior business outcomes,
mobility. including best-in-class employee retention
and industry-leading revenue growth,”
This platform embodies the company’s philoso-
phy of giving the first right of refusal for all
leadership positions to internal candidates, Balaji Ganapathy,
Head, Workforce Effectiveness,
thereby enabling better leadership development
Tata Consultancy Service
and building strong organizational loyalty.

Chatbot to facilitate the mentoring process

Source: IIFL Securities

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 23

Tata Consultancy Service

Social Connection Sustainability Goals

Diversity and Inclusion The company organizes environmental projects in

TCS has in place a plan to revamp workplace culture almost every state across the US and Canada

by integrating inclusion with business strategy, which

includes the following steps: TCS volunteers work with local departments and
other environmental organizations to participate in

Inclination and aspiration: activities such as park clean-ups, where they work to
remove invasive plant species and cleaning up local
Today’s employees have an inherent inclination shorelines
to make an impact and are more aware of their
career path and aspirations Rewards and Benefits

The company meets the required baseline, plus:

Firms must fuel these inclinations while
balancing employees’ interests, empowering
Fit4life: Builds a fraternity of health and fitness
them with new skills, and rejigging job roles
conscious employees and creates a culture of fitness

Maitree: Community of TCSers and their families who

Inspiration for performance: plan activities that help create a bond among
With employees more willing to put in extra effort employees and promote work-life balance
at work, organizations must create an inclusive
culture that inspires performance TCS Cares: Program aimed at creating robust avenues
to build an emotionally strong and mentally resilient
Do this by involving mentors, empowering workforce
employees by building mobility and technical
fluency, and providing self-inspired learning
Lessons learnt
opportunities
Consider robust virtual platforms for
employees to voice their concerns and

Influencers in success: opinions, display their ideas, and other

activities for a holistic and nurturing workplace
Focus on career growth enablers such as
employee recognition, clear business strategy,
Revamp the workplace culture for varying
access to digital learning platforms, and building
styles of different generations
a collaborative, agile workplace

Use multiple digital platforms to streamline

the EX aspects and processes efficiently
Internal value systems:
A values-driven culture promotes diversity and
Continuously discuss and reevaluate CSR
inclusion in organizations
policies to maintain consistency globally

Source: IIFL Securities

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 24

Mphasis BPO

The Twimbit BPO EX Benchmark

Voice of
Communication 7 Technology 7 Employee
6

Learning and
Development 8 Social
Connection
8 Rewards
and Benefits
7
*Rating scale 1 to 10

About Highlights

This company included personalizing facets

Headquarters: Bangalore, India
such as:
Year of Founding: 2000
CEO: Nitin Rakesh Career advancement
Number of Employees: 22,239
Revenue 2019: USD1.06 Billion Benefits and compensation
Key EX Awards:
Best Company for Diversity 2020, Best Company Training and development
for Women 2020
Every employee attends the

Mphasis Learning Academy

Mphasis is a leading IT and ITES solutions provider. from the moment of hiring
The company offers Applications, Business Process
Outsourcing (BPO), and Infrastructure services
globally through a combination of technology
know-how, domain, and process expertise.

Mission: Be a specialized enterprise at the

confluence of people, profit, and planer. Powered by
inquisitive minds, we leverage our global talent and
innovative blend of services and technology to
deliver customer delight.

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 25

Mphasis BPO

Employee Experience Objectives Communication

Applying Hyper-Personalization to a diverse The company meets the required baseline, plus:
workforce
Talent Next of Mphasis gears itself to ensure that
Effectively engage a diverse workforce employee competencies are strategically driven,
relevant, and a priority to the business, thus
Offer a customized recruitment strategy developing the company’s competitive edge

Personalization of compensation and benefits A multi-dimensional capability development

framework benchmarks current and future
Hyper-Personalization of career advancement technologies on a 3D Index of Skills, Knowledge, and
incentives Values

Technology Learning and Development

The company meets the required baseline, plus: The company meets the required baseline, plus:

Mphasis uses various digital platforms to enhance Each employee has to attend the Mphasis Learning
employee experience Academy from the point of hiring

The usage includes platforms that help with There are three steps included:
communication, onboarding, feedback, etc. The first is the Pre-Employment Program:

To help in professional and IT skills and

“An organisation is made by its people, it is optimize the duration of classroom training
the oiling and smooth functioning of and
by the workforce that keeps the engine 150 hours of learning & 100 hours of
running. The shape that the workforce of Hands-on spread over 2-3 months
the future takes will be the result of
complex, changing and competing forces,
while some of these forces are certain,
The second is the Delivery Readiness Program:
some are just too difficult to predict.
Tapping on to talent with not just the right
13 weeks of intensive training & rigorous
skillsets but also the vigor and dynamism to
evaluation to ensure Delivery Readiness
take the company forward with that skill set
is what will make or break an organisation
today. Leaders are now looking for a
workforce that is energized inside-out to The third is an optional step called the Project Zone:
take ownership of the enterprise’s future
trajectory.” 30 days of engagement for trainees who
don’t get absorbed by Delivery immediately

Nitin Rakesh, CEO after DRP

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 26

Mphasis BPO

Voice of Employee Towards creating opportunities for persons with

The company meets the required baseline disabilities, Mphasis will specifically focus on the
following:
Social Connection Inclusive vocational training and skill
The company meets the required baseline, plus: development relevant to ITeS

Volunteer Work Job training of the target segment for

Towards the technology-driven community employment in ITeS
development, Mphasis will specifically focus on the
following: Wealth and income generation for the
disadvantaged through training and
Promoting education via technology-led
incubating social enterprises
large-scale learning platforms (Digital Education)
for the underserved.
Equal opportunity in education for
disadvantaged children, including children
Digital Education for supplementing the Financial
with disabilities, through grant making of
inclusion aimed at financial literacy and
programs that validate proof of concept
technology-based solutions for including the
disadvantaged in the economic mainstream

Rewards and Benefits

The company meets the required baseline, plus:

Sustainability Goals
Current Mphasis benefits include:
Mphasis commits itself to conserving energy and
efficient usage of energy Adoption Leave for Single Parent
- 3 Months/12 weeks Work from Home
The company installed lighting energy savers and LED Paternity Leave - 5 Days
light fixtures, remote operations of AC by a software Fertility Treatment Leave - 2 Weeks/14 Days
application, occupancy sensors, and an enthalpy Gender Reassignment Leave - 30 Days
system. It also replaced old Precision Air Conditioners
(PACs) with new PACs with environment-friendly R
410 refrigerant at the data center. All these steps are Lessons learnt
in place to minimize power consumption
Create a specific advisory council to look into,
debate, and ultimately enact change for
One of the Mphasis facilities in Bengaluru has been
diversity and inclusion
certified LEED (Leadership in Energy and
Environmental Design) Gold. This award is by the
Apply Hyper-Personalization to various EX
United States Green Building Council (USGBC)
aspects as no two employees have the same
background and experiences
Diversity and Inclusion
Mphasis has created a specific advisory council to
Have a dedicated training academy to train all
implement its diversity and inclusion programs and
Mphasis employees in the required basics and
initiatives
allow room to personalize their training

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 27

SYKES

The Twimbit BPO EX Benchmark

Voice of
Communication 7 Technology 8 Employee
6

Learning and
Development 8 Social
Connection
8 Rewards
and Benefits
6
*Rating scale 1 to 10

About Highlights

SYKES allows employees to personalize

Headquarters: Tampa, US
their benefits package
Year of Founding: 1977
CEO: Chuck Sykes SYKES trains its employees to nurture
Number of Employees: 54,900 leadership skills
Revenue 2019: USD1.62 Billion
Key EX Awards: Employees benefit from the experience of
SYKES Named In Top 20 Workplaces for Women by senior leaders thanks to a robust peer
InHerSight 2020, SYKES Wins 3 Stevie® Great mentoring program
Employers Awards 2019
SWIT
a program dedicated to training and

SYKES is a leading provider of multichannel demand empowering women in the workplace

generation and customer engagement services for

Global 2000 companies.

Mission: To significantly improve the business of our

clients and help consumers find and use the
products and services they need by combining the
power of machine intelligence with human ingenuity
to modernize, optimize and integrate customer
touchpoints across the commerce value chain.

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 28

SYKES

Employee Experience Objectives Communication

Be flexible with employees regarding various issues The company meets the required baseline, plus:

Redesign HR for the digital age OneTEAM allows management and employees to
have a constant line of communication so that
Empower employees to make a difference information passes along efficiently

Create a fun, caring employee culture

Rewards and Benefits Voice of Employee

The company meets the required baseline The company meets the required baseline

Technology Learning and Development

The company meets the required baseline, plus: The company meets the required baseline, plus:

OneTEAM is the next-generation, cloud-based PEER MENTORING

customer service delivery platform
In 2019, SYKES launched the company’s first
Peer Mentoring program, inviting senior
Designed to enable greater efficiency and flexibility
leaders across the organization to participate
across programs and geographically dispersed teams,
OneTEAM breaks down the walls of the traditional
The program's design is such that it is to help
call center
leaders collaborate with others, extend their
network across SYKES, and challenge
It offers:
themselves to think outside the box.
Flexibility to organize people and allocate
work efficiently
Leadership Evaluation And Advancement
Timely collaboration to impact performance Program(LEAP)
outcomes
The LEAP program aims to improve
knowledge and equip employees with the
Visibility into employee activity, proactive
necessary skills to develop talent and grow
alerts, and key metrics
within the company

Deeper insight to drive business outcomes

LEAP establishes candidates for internal
promotions based on forecasted growth or
new positions within accounts
The SYKES Digital Services collaboration with NICE
brings Intelligent Automation solutions that enrich
employee experiences and create better customer
interactions

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 29

SYKES

Social Connection

The company meets the required baseline, plus: “Without exception, we

value a diverse and
Social Goals
Add KPIs and descriptions to those roles that impact
inclusive workplace, and we
the social sub-pillar throughout the organization hold a responsibility to
create a safe and accepting
Expand social programs to all regions organization for everyone
Mentoring program at SYKES.”
SYKES Women in Technology
Chuck Sykes,
President & CEO

Further development in the SYKES Diversity &

Inclusion Global Program
Diversity and Inclusion
Continue to embrace the Human Rights declaration SYKES Women in Technology (SWIT)

This program promotes and facilitates the

Sustainability Goals inclusion of women in technology. It accounts
Add KPIs and descriptions to those roles that impact for and empowers them to learn more about
the environmental sub-pillar throughout the high-tech growth options within the
organization organization

Global paper-reduction by 50% in 5 years by In 2019, SWIT led to a 21% increase in

implementing a Global Printer Policy technology positions held by women at SYKES

Reduce scope 1, 2, and 3 greenhouse gas emissions

by 2030 in alignment with science-based targets of
Lessons learnt
the 2 degrees scenario (2DS)
Have a training program dedicated to
Reduce waste at SYKES sites: 50% by 2025 increasing inclusion and training women

Have a training program that helps employees

“You have to show that you develop leadership skills. This program will
allow employees to fill management positions
care for people. You don’t in the company.
just talk about it – You live it.”

Chuck Sykes,
President & CEO

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 30

Genpact

The Twimbit BPO EX Benchmark

Voice of
Communication 6 Technology 7 Employee
6

Learning and
Development 8 Social
Connection
9 Rewards
and Benefits
7
*Rating scale 1 to 10

About Highlights

Genpact operates with the culture and

Headquarters: New York, US
motto that ‘Transformation Happens Here’
Year of Founding: 1997
CEO: NV Tiger Tyagarajan Always looking to innovate
Number of Employees: 96,500
Revenue 2019: USD3.52 Billion Promotes and fosters curiosity, incisiveness
and courage

Genpact is a leader in the globalization of services Genpact has a robust workplace culture

and technology and a pioneer in managing business that focuses on:

processes for companies worldwide. The service

range includes Finance & Accounting, Collections and Transparency & Integrity
Customer Service, Insurance, Supply Chain &
Procurement, Analytics, Enterprise Application, and IT Teamwork & Winning
Infrastructure and Management.
Speed & Innovation
Mission: Our strong operating culture delivers
measurable business impact and strategic value to Fun & Passion
our clients. We partner with them to drive innovation
and growth. To serve their customers better. Diversity & Inclusion

Genpact has achieved

47% female participation

in their Global Leadership Development
programs

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 31

Genpact

Employee Experience Objectives Learning and Development

Improve the service quality delivered to employees The company meets the required baseline, plus:
and clients
Adapt and Rise, a role-based online learning platform
Provide better development and career opportunities that leverages the company’s expertise honed from
for shared-services employees delivering real-world change for hundreds of clients

Empower employees and management to spend Genome is a virtual continuous learning platform that
more time on their core responsibilities helps employees learn skills that are now critical to
succeeding. This platform serves as part of the
Avoid a one-size-fits-all mentality to EX adaptive workforce required in the digital economy

Communication Voice of Employee

The company meets the required baseline The company meets the required baseline

Technology

The company meets the required baseline, plus: “Whether it’s a graduating student, a
transitioning worker, or a working
Genpact has provided many digital platform-based professional, we at Genpact believe that
programs to help employees during the quarantine everyone should have the opportunity to
with topics such as mental health and social learn from our experience accumulated
responsibility through thousands of engagements with
hundreds of clients,”
The company is leveraging its workforce mobilization
program, TalentMatch, to solve the demand and Gianni Giacomelli,
supply challenges related to talent and staffing Chief Innovation Leader, Genpact

This program will match the existing and future

opportunities in the company with the skills and
aspirations of its employee Social Connection
The company meets the required baseline, plus:
Rewards and Benefits

The company meets the required baseline, plus: Volunteer Work

Feed 20 Million is a key volunteering initiative to
Genpact has launched a new internal engagement help fight global hunger
program for its 90k + workforce globally. The
program aims to highlight positive sentiment, In 2020, the company set a goal to serve 20 million
generate a sense of pride and community for their meals to those who needed them most around the
work, celebrate the culture, and help the employees world
work from home successfully.

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 32

Genpact

Social Connection
The volunteers surpassed their ambition and helped 40% women in the global workforce, and rising
combat pandemic-induced hunger with almost 25
million meals Genpact has seen significant increases in the
representation of women at top levels of
Sustainability Goals leadership, with 22% women at the SVP level, 25%
By 2025 reduce its scope of 1 and 2 Greenhouse gas women in the Genpact Leadership Council (the
emissions by 15% from the 2019 baseline highest level of leadership), and 25% women on
board
By 2025, limit water intensity per sq. ft. to 0.09 at
owned sites in India Women in Genpact (WINGS) network has engaged
more than 50,000 employees since 2016, with more
Procure 25% renewable energy in locations by 2025 than 500 Genpact clients hosting nearly 100 forums

Zero use of nonessential plastic disposables globally As of January 2019, Genpact has achieved 47%
by 2022 female participation in our Global Leadership
Development programs
Number of top 50 suppliers to be the third party
audited yearly on sustainability parameters by 2025 Pay it Forward, the sponsorship program of
Genpact, is accelerating the growth of 650 high
Improve PUE by 20 % at data centers in India by potential women through the right resources
2025 from the base year 2016
Work-life continuity that promotes employee
Achieve Zero Liquid Discharge(ZLD) at owned sites well-being through inclusive policies, support
by 2025 systems, services, and employee assistance
programs
100% recycling of food waste in India by 2022

Lessons learnt
Diversity and Inclusion
The current geographic spread of the Genpact Avoid a one-size-fits-all mentality to EX

senior management (SVPs and VPs) comprises 48%

in the US and Latin America; 33% in India; 14% in Create specific programs to foster female

Europe; 3% in China and Japan; 1% in the participation and growth

Philippines
Discuss and come up with detailed

Genpact has increased paid maternity leave in India sustainability goals that are robust and

from 12 weeks to 26 weeks for birth mothers, include specifics

adopting, and commissioning mothers

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 33

TaskUs

The Twimbit BPO EX Benchmark

Voice of
Communication 6 Technology 7 Employee
7

Learning and
Development 8 Social
Connection
8 Rewards
and Benefits
6
*Rating scale 1 to 10

About Highlights

TaskUs has an impressive

Headquarters: Santa Monica, US
71% referral rate
Year of Founding: 2008
CEO: Bryce Maddock
The professional culture at TaskUs is less
Number of Employees: 10,000 restricting than most companies, allowing
Revenue 2019: USD.25 Billion its employees to build lasting relationships
Key EX Awards: and improve teamwork by displaying their
Best Company Perks & Benefits 2020 individuality
Best Company for Diversity 2020
TaskUs has employee-led discussions to
help foster a better understanding of
TaskUs is a global outsourcing company. It provides cultural differences, as well as programs to
back-office support and customer care solutions to help overcome unintentional biases in all
notable brands and disruptive companies levels of the company
worldwide.

Mission: Empower our people to deliver ridiculously

good innovation to the world’s best companies.

Agile + Responsive + Innovative = Refreshing

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 34

TaskUs

Employee Experience Objectives Learning and Development

Continuous Self Improvement The company meets the required baseline, plus:
Always Strive for Excellence
Inspire Others by Believing in Yourself TaskUs created a proprietary Learning Management
Exercise Emotional Intelligence System and distributed it across its campaigns to
Teamwork Makes the Dream Work train and administer new learnings across teams
Be Ridiculous
Work Hard, Have Fun A Learning Management System (LMS) is software (or
Do More with Less a mobile app) that delivers and manages educational
programs, certifications, resources, and content to
enable learning
Communication

The company meets the required baseline LMS provides an intuitive user interface and applies
gamification to make the platform enjoyable to users
Voice of Employee

The company meets the required baseline Learning Management System is required for most
employee positions

“Our commitment to D&I (Diversity & The design is such that it is easy to track who has

Inclusion) is at the heart of our engagement completed the program

strategy at TaskUs. As a people-first

Rewards and Benefits
organization, part of our competitive
advantage is our ability to create a culture of The company meets the required baseline
engagement and inclusive learning
environment.” Social Connection

The company meets the required baseline, plus:

Robin Strup, Head of Global Diversity and
Inclusion at TaskUs
Volunteer Work
Food Forward: A program that encourages employee
self-care through healthy eating, caring for others by
Technology
helping the less fortunate, and by living the
The company meets the required baseline, plus: company’s core values

Email Support is one of the most frequently utilized Project STARK: COVID-19 Response – Inspired by the
communication sources. It is considered a Tony Stark “Iron Man” and Pepper Potts’ Stark Relief
mission-critical service offering. Foundation, TaskUs launched Project Stark to aid
employees and communities affected by the
One of the primary Email Support benefits is the pandemic. TaskUs distributed pooled funds to
ongoing thread of communication., The same employees as a one-time financial aid. The company
teammate is not required to answer multiple email also redirected Food Forward Funds to support
communications frontline health workers, public hospitals, and
partner-communities
Source: Ramped Marketing

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 35

TaskUs

Social Connection

Sustainability Goals Equal Opportunities for All

Greener Office: Paperless Initiative
TaskUs tries to actively hire people from
Since its launch in 2017, TaskUs has saved disadvantaged groups, such as disabled
hundreds of trees per year personnel, and equip them with the relevant
tools

Be the Light: Solar Kit Distribution The tools include equipment such as Jaws
TaskUs distributed solar home kits to more screen readers, electronic video magnifiers,
than 200 indigent families in Barangay Puray, and refreshable Braille displays
Rizal in the Philippines

Beach Clean Up and Coral Planting

Lessons learnt
TaskUs joined in the cleanup drive in Santa
Match up to TaskUs
Monica Beach, California. It also initiated a
TaskUs has some efficient diversity and
coral planting effort in La Union Beach,
inclusion programs and a project they are
Philippines, together with local celebrities
currently working on

The programs include mandatory training to

Diversity and Inclusion overcome unconscious bias, employee-led
Sourcing and social partnerships across all discussion to improve cultural understanding,
geographics and equal opportunity programs for disabled
TaskUs partners with public schools, people
universities, military communities, and other
community sources to ensure inclusivity. TaskUs also has good programs that help
improve social connection
This partnership effort includes supporting
various non-profits and local charities It encourages employees to be individualistic
while teaching them how to discuss differing
beliefs and opinions respectfully. This
Employee D&I Resources coaching is important to enhance teamwork

TaskUs provides mandatory unconscious bias and promote diversity and inclusion

training to all of their leaders, recruiters, and

hiring managers

Global Employee Resource Groups (ERGs)

TaskUs has employee-led discussions and

roundtables to increase understanding and
drive collaboration

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 36

Everise

The Twimbit BPO EX Benchmark

Voice of
Communication 7 Technology 7 Employee
6

Learning and
Development 8 Social
Connection
7 Rewards
and Benefits
6
*Rating scale 1 to 10

About Highlights

Everise celebrates diversity and incubates

Headquarters: Singapore, Singapore
innovation
Year of Founding: 2016
CEO: Sudhir Agarwal Everise is powered by women, with
Number of Employees: 12,000 64% in leadership positions or higher
Revenue 2019: USD.22 Billion
Key EX Awards: Everise supports working in
Stevie Awards Employer of the Year 2019
32 languages across seven markets

Everise is an omnichannel outsourcing agency that

Everise University
helps employees to benefit from a large
crafts business solutions for customer experience,
pool of knowledge that’s accessible anytime
digital experience, and product experience.

Mission: “At Everise, we know your needs are as

unique as your customers, so we work with you to
define your ideal support outcomes and then draw
from our suite of experience-focused business
solutions to craft a winning strategy.”

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 37

Everise

Employee Experience Objectives Communication

People-first Culture The company meets the required baseline, plus:

Crisis-Proof Partnerships Enterprise-facing social applications help remote

employees feel connected to co-workers and
Commitment to elevating experiences for its people supervisors, further reducing attrition and
and partners absenteeism

Continue to invest in technologies that allow Everise Team meetings are delivered regularly via virtual
to incubate innovation and successfully adapt to an conference and chat tools. Individual weekly coaching
ever-changing business landscape sessions utilizing the same technology make it easy
to share screens, chat, and provide high-quality
coaching

Rewards and Benefits Voice of Employee

The company meets the required baseline The company meets the required baseline

Learning and Development

The company meets the required baseline, plus: Everise Accelerator Training

A week of instructor-led classroom training to

Everise University teach foundational skills to Supervisors and
As a progressive global experience company, ensure consistent coaching and
the company has developed its very own management processes across all global sites
learning platform and resource

This L&D feature allows its people to benefit

Technology
from a large pool of knowledge that is
accessible anytime The company meets the required baseline, plus:

Everise uses HD video and cloud-based eLearning

technologies to slash speed to competency and
Everise Career Development continually improve its home-based agent skillsets
The company pairs promising employees with
department leaders who provide career Engagement meters track overall participation and
coaching and skills development thoroughly document all interactions

This powerful mentor relationship increases Various digital platforms help maintain a line of
readiness for career advancement communication between management and
employees, even during remote work situations

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 38

Everise

Social Connection

The company meets the required baseline, plus: “The culture that we have at
Everise, it ensures that all our
Diversity and Inclusion
Globally and locally, the Everise experience centers
colleagues are actually
are incredibly diverse and support 47 languages and happier.”
cultures
Sudhir Agarwal, CEO
Efforts to improve gender diversity have also shown
growth: Everise is powered by women, with 64% in
leadership positions or higher Lessons learnt

Everise University helps employees to benefit

The mature age population contributes to 7.1% of
from a large pool of knowledge that is
Everise’s workforce
accessible anytime

As an equal opportunity employer, Everise workforce

Pair promising employees with department
consists of more than 1% of people with disabilities
leaders to provide career coaching and skills
development

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 39

Hinduja Global Solutions

The Twimbit BPO EX Benchmark

Voice of
Communication 6 Technology 6 Employee
6

Learning and
Development 7 Social
Connection
8 Rewards
and Benefits
7
*Rating scale 1 to 10

About Highlights

HGS uses Qualtrics to optimize its employee

Headquarters: Bangalore, India
experience initiatives
Year of Founding: 2000
CEO: Partha DeSarkar This optimization has led to significant
Number of Employees: 37,460 improvements, including:
Revenue 2019: USD.64 Billion
Key EX Awards:
29-point improvement
World HRD Congress and Awards 2020: Best
to ENPS (Employer Net Promoter
Employee Relations (ER) Practices and
Score)
Best Workplace Practices

30%
reduction in employee attrition
Hinduja Global Solutions (HGS) is helping make its
clients more competitive every day. Steps taken
include combining technology-powered services in 35%
automation, analytics, and digital with domain improvement in issue resolution

expertise focusing on back-office processing,

contact centers, and HRO solutions to deliver
transformational impact to clients. HGS is one of only three business process
outsourcing (BPO) providers named to the
Mission: Make our clients more competitive. “Training Top 125” list in 2019

Agrima is a self-nominated and

non-mandatory training program for
women in HGS

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 40

Hinduja Global Solutions

Employee Experience Objectives Communication

Provide agile response feedback at a company-wide The company meets the required baseline
scale
Technology
Reduce the roadblocks between insights provided
The company meets the required baseline
and actions taken

Empower leaders with insights that will help guide Social Connection
the actions taken to make HGS a great place to work The company meets the required baseline, plus:

Voice of Employee Volunteer Work

The company meets the required baseline HGS supports a number of projects to increase
literacy levels and provide holistic education to
disadvantaged children
Rewards and Benefits

The company meets the required baseline, plus: The programs ensure health and nutrition among
children, provide remedial education, undertake
Office Perks infrastructural reforms, promote sports and enable
technology-facilitated learning
Free Food
Company Social Outings
The programs include:
Legal Assistance
Work from Home Policy
State-of-the-art schools for
Unique Office Space
5,000 children

Funding school fees for over

Learning and Development
300 meritorious students
The company meets the required baseline, plus:
Promoting education by eliminating hunger for
A career blog is available for employees to refer
10,000 children every day
against. The blog gives them advice on how to
improve themselves personally and professionally
Enabling holistic education through sports for

Multiple training courses are available that help 5,000 students

employees improve their social skills and how to
communicate with customers Increase the number of school enrolment
through a smart class program in

Employees are introduced to the contact center 16 municipal schools

industry and learn from tips, guidance, and success
stories on how they can grow and chart a successful
career

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 41

Hinduja Global Solutions

Social Connection

The company provides support to improve the health “Being brilliant at the basics means we hire,
and well-being of the local communities and make train, and retain our best employees. HGS is
quality healthcare accessible to all committed to achieving brilliance across all
facets of our business, and we are proud to
HGS undertakes the following healthcare projects:
be recognized for the best-in-class experience
we provide to our employees. From our
Providing quality tuberculosis care to over 100
flexible Work@Home program to ongoing
underprivileged patients
training and development programs, along
with our continuous employee engagement,
Setting up a fully equipped medical vehicle to
our goal is for all HGS team members to feel
reach and provide affordable primary healthcare
supported and well-positioned for career
& diagnostics to over 10,000 people in rural
growth.”
communities

Robin Strup, Head of Global Diversity and

Quality drinking water to 90,000 people
Inclusion at TaskUs

Diversity and Inclusion

Agrima is a self-nominated training program focused
Lessons learnt
on building a more holistic sense of self-awareness
and self-esteem Promote many social programs that ensure
health and nutrition among children. Also,
It allows women to choose their career growth paths provide remedial education, undertake
and be able to prepare for leadership roles infrastructural reforms, promote sports and
enable technology-facilitated learning
The program has eight training modules:
Encourage employees to develop a vested
Creating lasting impressions interest in the outcomes of these programs
Business orientation and encourage them to volunteer time and
Influencing skills effort to their success
Managing self
The art of collaboration Create programs that allow women to choose
Decision making their career path and help them prepare for
Being change agile leadership roles

Twimbit’s Top 10 CX BPOs to Ace Employee Experience 42

Disclaimer:
The information in this report is based on information about the companies
that was available at the time of publishing. New versions of the report will
be updated in the future.
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