WNS (Holdings) Limited, Mumbai, India: WNS I Customer Service Training Team of the Year - Internal - Other Service Industries

Written answers to the questions

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WNS, a global business process management (BPM) leader, provides omnichannel support to 400+ clients across industries including Travel, Retail, Marketing, Energy & Utilities, Insurance, Banking & Finance. Contact Center Services is our cross-industry horizontal unit that is offered across all key verticals. Our industry-aligned approach helps us provide a domain-specialized focus and horizontal service delivery ensures operational excellence.

The CX training team at WNS has continuously evolved to cater to the changing business and socio-economic dynamics. Our key differentiator is the SHAPE (Scope, Hire, Acclimatize, Perform & Excel) framework that incorporates various elements right from process discovery to design minimum skill identification, hiring skill & competencies assessments, domain proficient specialized trainings, numerous ways to deliver client product & policy training, continuous education to upskill and reskill our employees through digital interventions, update management, learning curve management & skill enhancement, people touch points, governance and sustenance of performance. Our drive in providing a learning culture based on intelligent data analysis, curating and addressing learner-specific opportunities with the most suitable learning practices & platforms to encourage excellence in delivery. During 2021-2022, WNS delivered 89% of training throughput for organic (Ramping existing deals) and inorganic growth (new deals) across 5 geographies.

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WNS’ training strategy is transformed to be more flexible and adaptive to keep our employees engaged, well informed and updated. The SHAPE framework helps simplify the implementation of actions during each training phase and keeps a robust cadence on the deliverables.

The Architecture of Training – “The SHAPE Framework”

• Scope – In this phase we accommodate the Discovery of the Existing Process, Need Identification & Analysis – define job descriptions, identify minimum skills and competency mapping, way forward roadmap is created
• Hire – In this phase we hire employees keeping the core of design and aligned assessment suite for the identified requirements, interview panel alignment, interview conducted, offer roll-out, new hire onboarding, handover to training
• Acclimatize –For the employees to get accustomed to the culture and client requirements, we focus on the 5Cs training approach – Contextual, Culture Sensitization, Communication, Customer Service & CX
• Prepare – This phase is extremely critical as it defines the entire training delivery (virtual, hybrid, on-premise), training set up, training methodology for execution, certification process for the trainer (TTT) and trainees (quality accreditation & sign off), knowledge checks, performance tracking (30-60-90 days)
• Excel –It’s an output-driven phase based on the training interventions - training need analysis – knowledge gap, skill gap and competency gap. Focused feedback and coaching, continuous benchmarking sessions and update management are some of the activities driven in this phase

Benefits:

• 10-20 % reduction in the learning curve. Improved Knowledge retention
• 6% improvement in end-to-end throughput
• 10% improvement in certification throughput

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Orchestrating a Successful Learning Journey

For the Training function to be agile, sustainable and deliver measurable outcomes within the SHAPE framework, we adopted the EngageEx model.

EngageEx I Digital Training Performance Toolkit – WNS EXPIRIUS

• E-learning – Video-based, self-paced learning modules for new hires
• Digital Assessments (Etest) – Digital assessments to gauge the knowledge of new advisors and the knowledge of health of business
• Micro-learning – Self-directed learning modules for update dissemination, top error refreshers, knowledge boosters
• GDS – E-learning domain learning: In a pilot, 151 agents underwent GDS foundation course before the training. When compared with a group that didn’t undergo GDS, following was observed:
  • AHT during nesting period dropped 28% 2011 sec. to 1442 sec.
  • AHT during 0-30 days of production dropped 22% 1936 sec. to 1501 sec.
  • Learning curve reduction of 30 days achieved
• AdLeague – Gamified Domain Learning: Ad League helped understand Ad words and basics of Digital Marketing.
  • 8% improvement in CSAT
• Dsite – Digital Simulated Training Environment: Custom-built to replicate the production environment.
  • Exceeded the week-on-week nesting target by 26%
  • 30-35 seconds reduction in system actions

Empowering Youth Through Education Training in Customer Interactive Services (CSR)

• Tie up with 1 Foundation, 4 colleges & 2 NGOs (India) & 5 Colleges, 2 NGOs (International) 

• Intensive, industry-relevant training and self-learning module to bridge skills gap
•  ~1330 Training Hours delivered & trained 1,506 Students
• 35 Batches facilitated across the Globe
• 138 got certified
• 37 students cleared the interview and successfully placed