Sometimes, all it takes is a magnifying glass. It makes the difference between being an ally in embracing DEI in the workplace or not. At Vindhya E-Infomedia, a magnifying glass becomes the tool needed for the employability of a partially sighted person. Steps like these, big and small, make the Bengaluru-headquartered BPO a leader in disability inclusion in the workplace.
If you’ve never heard of them, ask yourself why. Vindhya has more than 2600 people on its rolls. Of these, 52 percent are women, and Vindhya reports that this includes women from marginalised backgrounds like rural or economically disadvantaged areas, often constrained by cultural or societal norms. 70 percent are from under-served communities –– those who have historically faced barriers to accessing equal employment opportunities due to various social, economic, or physical factors, including rural youth and tribal populations. 30 percent are persons with disabilities. As of this writing, Vindhya employs talent from nine different types of disabilities.
“At Vindhya, inclusion transcends being a policy or initiative—it is a way of life. It is not just about creating opportunities for persons with disabilities, but about fostering an ecosystem where every individual, regardless of their background or abilities, feels empowered to contribute and thrive,” says founder and managing director, Pavithra Y S.
I visited them to find out a little more about how and why they did it.
When Darshana Shinde first arrived at Vindhya, she didn’t know how to turn on a computer, and could only speak Marathi. It was an overwhelming experience at a new place, people and job. It was her first time hearing about concepts like meeting targets. Her first project was with a process unit for a leading DTH satellite television provider. However, Shinde’s story, like several others at Vindhya, is one of second chances. “If we support employees, they can grow. I can give my own example,” she says.
In the eight years she has been at Vindhya, Shinde who started as an entry-level agent has risen through several functions involving sales, and is now a Subject Matter Expert (SME) working on a project with a leading NBFC. She trains new employees on different processes, technical and soft skills. Shinde gives examples of the several chances she got at Vindhya to learn and grow. “When I became an SME, I didn’t know how to use Excel. My English skills weren’t good either. For the first six months, I worked on calls. My senior manager then asked me about targets, and if I needed time to learn. He gave me the time needed to learn and supported me,” says Shinde. “I used to know only how to copy-paste. In one year, I learnt how to check data and make reports. I can do almost 70% of the work a team leader does. I know about 80% of data handling,” she beams.
Shinde comes from a Marathi family in north Karnataka’s Belgaum district, where her mother worked the fields to support the household. With her locomotor disability, Shinde thought nothing would come of her life. “There was not a day I didn’t cry. My family didn’t think much of me. I knew my sisters would get married and leave. I used to wonder what I would do,” says Shinde. She completed a year’s training offered by the Association of People with Disability, after failing class 12. She then got a chance to interview with Vindhya. Today she is able to support her family financially. “My mother is proud of me; that I am able to work. I was able to support my father for his hospital bills,” she adds. “Vindhya gives us the chance to try. This is what I like about it.”
Vindhya began in 2006 with a team of employees who were hearing impaired, inspired by Pavithra’s desire to start an enterprise which brought together business and impact. The idea struck when Pavithra, then 21, and her husband were discussing business propositions, and observed a disabled person crossing the road. Why not a business which can employ people from the disabled and marginalised communities? Many challenges came their way, including convincing clients on productivity and deliverables.
Today, Vindhya provides end-to-end customer lifecycle management services, including customer onboarding, support, service, sales, grievance redressal, and back-office operations such as loan processing, data verification, document management, and data analytics. Vindhya’s services cover microfinance, , telecom, tourism and hospitality, banking, insurance, healthcare and retail industries, and government sectors, and it counts major NBFCs and finance banks among their clients. The clients’ base has grown through referrals.
Darshana Shinde with colleagues Vijaykumar (standing) and Shivakumar
Hiring Avik Roy from West Bengal proved to be a win-win. Roy, who is an Executive under the Training and Quality department has encouraged candidates like himself, who are visually impaired, to join Vindhya. When Roy joined as an entry-level agent seven years ago, there weren’t visually impaired (VI) trainers. Roy’s inclusion has meant the organisation has expanded roles for (partial and fully) visually impaired people across different processes in which he trains them. Roy says visually impaired candidates have a narrow pool of opportunities available to them in the job market. This needn’t be the case and skill sets can be matched to job functions, he says. “If a person is not suitable for a sales process, we can try them out in processes like collection and information calls,” says Roy who also conducts technical round interviews.
Disability isn't the only structural barrier for new hires, but it’s clear that Vindhya’s inclusive culture flows from solving for disability inclusion, which extends into nearly every aspect of culture. In close to two decades of its existence, and with branches in Mumbai, Hyderabad, Krishnagiri, and Nagpur, Vindhya has built a workforce of employees from across the country. At the Bengaluru HQ, it provides accommodation for men arriving from outside Bengaluru, and taps into a network of paying guest options near the office for its women employees. A new city, culture, food and everything else takes time to get used to. This is where Vindhya’s Buddy system and its comprehensive training and development programmes catered for persons with disabilities, come into focus. A new employee is paired with another employee so they can navigate challenges better. “I had some difficulty adjusting at first. But soon found everyone at Vindhya to be helpful. Bangalore too. I get help from people crossing the road every time,” says Roy. (The city’s good weather doesn’t hurt.)
The workplaces are equipped with accessible infrastructure. But that is not what stood out for me during my visit to the Bengaluru office. It was that I could see a glimpse of what an inclusive society could look like. The familiar buzz of an office aside, I could see that sensitivity was built into the ecosystem and the culture. Employees seemed ready to lend a hand to their colleagues when needed. And it’s not just inside the office, but extends to their engagements outside as well--like the locations they choose for picnics and activities. Nobody feels left behind.
Shinde too gives an example of five women from the tribal community in Madhya Pradesh who had joined recently. “When they came, they were unsure if they could do the work. We were given the responsibility of taking care of all their needs. We motivated them, and now they have settled in.”
To ensure they reach a wide net of people during hiring, Vindhya partners with local NGOs and skilling centres (government and private) specialising in training PwDs. They also conduct job drives, fairs and awareness campaigns, collaborating with village panchayats and tehsil officers.
Employees are also encouraged to upskill. The organisation’s Vin-Aspire Learning Academy offers training programmes in technical and soft skills, apart from on-the-job training, mentorship programs, and certifications. In a regular setting, a team leader in a BPO is expected to walk around the workplace, and engage with their team members. So, is it possible for a person with motor disability to take up this role? Yes, says Vindhya.
I met Sunil Kumar MJ, who works as a Deputy Manager, Operations, and has muscular dystrophy. His managers explored the possibility of Kumar being a team leader under the Quality function-- a role which would allow him to work from a stationary desk and not need him to move around. Kumar’s case highlights Vindhya’s ability to reimagine accessibility and inclusivity across different roles. Kumar has also risen from an entry-level agent 15 years ago to straddling different functions and roles, gaining experience and certifications along the way. When Kumar expressed hesitation for a role which would need longer hours, as he was dependent on his father for transportation, the managers relaxed the shift hours.
Today, he manages a team of 90 people working for financial services clients. As a manager, he understands the struggles of new hires all too well. “I can easily understand their challenges from my own experience. If there’s a training period of seven days, I make sure the person is completely ready even if that takes 10 or 15 days, says Kumar. He adds that he is aware of the common mistakes, and tells the trainer to focus on those.
For visually impaired employees, Kumar says VI trainers train them on place markers--keyboard shortcuts and system navigation. Vindhya makes use of accessibility software which includes applications for typing, and basic functions like copy-paste. Those keen to upskill are provided flexibility in working hours, adds Kumar. The company also refers employees for reskilling if managers feel a little more hand-holding is required.
Vindhya's day care for its employees' children
“What really stands out to me is the joy and respect it brings into people’s lives. It’s something you can feel—it multiplies as you see the endless possibilities it opens, not just for individuals but for teams and even for the way our stakeholders view life and work. Inclusion changes perspectives, it deepens connections, and it makes you realise how much stronger we are when we value and respect each other’s differences,” says Pavithra.
As an able-bodied leader, Pavithra is aware of the unique position she is in. “As someone who is different from the community I advocate for, I feel a unique sense of responsibility and privilege. Being an ally allows me to amplify their voices and share stories that resonate universally, showing the world that people from the PwD community live lives just like anyone else—with dreams, hard work, and immense potential,” she says. Pavithra adds the role gives her the power to push key leaders in this journey of inclusion, as not just advocates but allies themselves. “When you speak as an ally, it often carries a unique strength—because it bridges understanding and inspires others to look beyond labels and stereotypes.”
Looking beyond labels, recognising the PwD community for its abilities and being given the opportunity is something Shinde, Roy and Kumar had also stressed upon. For organisations looking to build a diverse workforce, Pavithra had these tips: Make a conscious decision to embrace diversity and follow the principle of 'ask, don’t assume'. “Recognize that different people have unique needs, preferences, and ways of managing work, relationships, and workplaces.”
The concept may be new and it’s important to approach it with patience and perseverance, driven by a strong purpose, says Pavithra. “Inclusion cannot be rushed or defined by quotas—it requires genuine intent and consistent effort.”
Her next tip is to normalise diversity and not let bias drive decisions. “Building an equitable workplace means creating an environment where diversity feels natural, not forced.”
And finally, start at the beginning. “Diversity shouldn’t just come into play at the implementation stage—it must be embedded in the idea stage. When inclusion is rooted in the core values of an organisation, it shapes a culture that is sustainable, authentic, and truly inclusive,” she concludes.
Text by Annie Philip and images provided by the Vindhya E-Infomedia Pvt Ltd team.
“As someone who is different from the community I advocate for, I feel a unique sense of responsibility and privilege. Being an ally allows me to amplify their voices and share stories that resonate universally, showing the world that people from the PwD community live lives just like anyone else—with dreams, hard work, and immense potential” - Pavithra Y Sundareshan, Founder and Managing Director, Vindhya E-Infomedia Pvt Ltd