Company: WNS (Holdings) Limited, Mumbai, India
Nomination Submitted by: WNS North America Inc.
Company Description: WNS (Holdings) Limited is a global Business Process Management (BPM) leader. We offer business value to 200+ clients around the world in key industry verticals,including banking and financial services,healthcare,insurance,manufacturing,media and entertainment,consulting and professional services,retail and consumer packaged goods,telecom,shipping and logistics,travel and leisure,and utilities.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation - Other Service Industries
 Nomination Title: WNS
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 82 words used.
https://www.youtube.com/watch?v=MY9rCu1rt2I
While we have deployed multiple initiatives for the client, the above video testimonial that talks about one of the solutions that has been successfully deployed. The testimonial refers to a workflow automation solution that we deployed in the back office which automatically assigns PNRs to agents based on skillsets and availability and enables supervisors in live-monitoring agent productivity. Using such a solution, we have been able to deliver 20% productivity for the client on the applicable queues.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
WNS is a NYSE-listed leading Business Process Management company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries.
4 Continents | 13 Countries | 66 Delivery centers | 600+ Clients | 60,000+ Employees. WNS took wings as a captive for British Airways in 1996. We grew by taking a judicious mix of organic and inorganic growth initiatives.
Some of the major acquisitions:
- 2002 – WNS Assistance, a UK-based automobile claims handling company
- 2006 – Trinity Partners, a BPM service provider to financial institutions
- 2012 – WNS Global Services SA, South Africa-based provider of outsourcing services
- 2016 – Value Edge Research Services, leading provider of commercial R&A services to pharma / biopharma
- 2017 – HealthHelp, adds industry-leading capability in healthcare management
- 2022 – Vuram, enterprise automation services provider
- 2023 – The Smart Cube, platform-driven research analytics leader focusing on procurement and the supply chain
- 2023 – OptiBuy, procurement consultancy
Over the years, WNS has become a Digital-led Business Transformation partner to global marquee brands, enabling them to outperform by delivering solutions that are at the convergence of domain expertise, talent, technology, analytics, AI / ML, and recently, Generative AI.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 241 words used.
WNS client is the world’s largest travel group with a vast leisure and corporate travel sales network. The client chose WNS as a partner for voice support in online bookings and back-office GDS & support tickets. Geographies Served: Australia, New Zealand, US, Canada. Monthly volume: ~25,000 calls / ~30,000 tickets
Client has physical stores in ANZ and wanted to move to online-offline hybrid model. Online channels were managed by a third-party customer care center. Frequent SLA leakages were reported along with significant agent efforts and errors, resulting from overreliance on traditional contact channels.
Approach:
Post a 4-month due diligence with client in mid-2022, WNS came up with a prioritized list of solutions consisting of both quick wins out of operations-focused opportunities along with top digital tools. QBay (WNS IP) and a Proof of Concept for Speech Analytics (WNS IP expertise and consulting capability combined with partnered solution) were given a go-ahead by the client.
Impact:
- 20% productivity benefit on FTE/ resources deployed
- Average Handling Time reduced by 20% (by 3 minutes and 37 seconds), showcasing improvement from 18 minutes and 5 seconds before the QBay implementation to 14 minutes and 28 seconds post-implementation
- With efficient workforce management / touchless extraction, task duplication reduced by 60%
- With reduced AHT, processes were optimized giving scope to take up additional transactions in the account (~18,000 additional transactions managed)
- 30% reduction in customer relations complaints due to enhanced agility and swiftness in customer outreach
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 249 words used.
WNS conducted a detailed analysis of the client’s requirements / challenges leveraging our CX Re-engineering and Operations Excellence practices. The activities were put under 3 pillars –
- Customer Experience
- Process
- Tools and Technology
The practices include Self-service Analysis, Customer Journey Orchestration, Sentiment Analysis, Process Mapping, Value Stream Mapping, IVR Mapping, Technology Landscaping with best-in-class Benchmarking, and Lean Six Sigma Methodologies. The Rose-Thorn-Bud method was applied to understand challenges.
Objective:
- Optimize processes by eliminating non-value add tasks
- Leverage existing or deploy best-in-class applications
- Introduce new digital channels and create strong self-serving ecosystem for end customers
- Enhance agent productivity
In the co-creation workshop, Queue Management was identified as an opportunity. QBay was integrated with client’s GDS to provide a single view of operations across various geographies. This helped in increasing efficiency of operations, reducing costs and supporting data-driven analytics.
Analyzing sentiments of callers by detecting friction points helped identify the issues customers faced during website browsing, connecting with customer care on IVR, securing refunds, and reasons for repeat calls.
GDS management is a key contact center problem in travel industry. It can become tedious, erroneous, and time-consuming as agents have to deal with complex fare rules and policies for airlines. To mitigate these post-booking challenges, WNS has partnered with a tech provider to produce an automation platform. It can help reduce agent time and errors by calculating fares, and processing changes and cancellations automatically. For the client, we have begun our work on this PoC to identify opportunities to implement the solution.
| Attachments/Videos/Links: |
|---|
|
