Business Process Outsourcing Resources

Managing in a dynamic business environment is becoming increasingly challenging. Drawing insights from different perspectives is imperative to success in this environment. In this section, subject matter experts from WNS share their perspectives on industry trends, discuss challenges our customers face and suggest ways to manage these challenges. We hope you find these perspectives insightful.
Featured Article
Smart Meters to Power the Energy and Utilities Sector
Anshul Bhargava
Senior Group Manager – Training Utilities – WNS Global Services

Energy today is much more than a mere natural resource; it is considered as a geopolitical, economic and strategic resource. The world is also waking up to the realization that uncontrolled energy consumption can have adverse effects on the environment.
With this as the backdrop, companies operating in the Energy and Utilities sector are facing serious challenges in trying to keep pace with the complexities and the challenges in the business of Energy and Utilities..
 
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Featured Case Study
Industry : Insurance Industry : Insurance
Process : IT Helpdesk

The client, a global insurance company, found that over time its IT helpdesk activities had become quite cumbersome. Helpdesks across multiple locations further aggravated the problem as requests often went unresolved in the absence of well-defined processes. This not only led to burgeoning costs for support services but also an increase in customer and employee dissatisfaction, which negatively impacted the company’s business performance. Given the complexities involved, the company decided to seek a service provider to refine and manage its critical support function related to IT helpdesks. Additionally, changing technology also meant that there would be a need for training, monitoring and assessment cycles for support staff, which would build more costs into the system. The client engaged WNS to tighten its IT processes by creating an offshore Center of Excellence (CoE) to handle all IT helpdesk functions in order to achieve better organizational efficiency.
 
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Featured Video
A CIO Leads Business Transformation A CIO Leads Business Transformation
Sanjay Jain
Head, Global Transformation Practice, WNS Global Services

Sanjay explains the rolling out of new business initiatives using cloud computing and virtualisation, and the concept of Business Process As A Service (BPAAS) at WNS.
 
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Featured Whitepaper
Creating an Integrated Shopper Insights Framework for the Entertainment Industry Creating an Integrated Shopper Insights Framework for the Entertainment Industry

In the pursuit of addressing short-term operational challenges, business managers may often ignore the bigger strategic picture. Having a consistent and relevant framework can address inconsistent approaches to both strategic and tactical problems, and enhance organizational learning. A strategic long-term approach is especially critical for the content-based and rapidly changing home video industry. One of the critical challenges in the home video industry is to make sense of the change in consumption patterns that is taking place. Understanding why and how consumers are changing their behavior can help studios and retailers better react to the changing environment. This paper outlines the approach to creating a framework for understanding, actioning and gaining from shopper behavior in the home video industry that can help organizations ‘extend their enterprise’ and outperform competition. The integrated shopper insights framework can be leveraged to track the rate at which consumers are migrating across segments and conducting primary research to understand the drivers of these changes.
 
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Featured Blog
Work culture in offshore centers reflects the vision behind Aldermanbury Declaration
By Jeremy Owenson

The insurance sector is abuzz with discussions on the likely fallout of the Aldermanbury Declaration presented in March last year. The Declaration requires insurance companies to establish clearly defined policies with respect to customer service and ethical conduct on the one hand, and qualifications and continuing professional development of its employees on the other. The Declaration takes effect in December 2013 when every UK insurer and broker will exceed a minimum threshold in terms of the number of the staff qualified to advanced diploma level. What is evident, however, is that the Declaration will not impact service providers like WNS to a large extent, with an already deeply ingrained work culture of continuous learning and development, higher customer service levels, professionalism and ethical conduct. Business Process Outsourcing (BPO) leaders like WNS already have in place systems and processes envisioned in the Declaration.
 
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Featured Webinar
Insurance Industry Webinar: Developing business models for effective growth Insurance Industry Webinar: Developing business models for effective growth

The past 12 months have proved a challenge for the insurance community and it is clear that the coming year will be equally testing. It is therefore essential that businesses take a full strategic look at their year ahead ensuring that there is a complete understanding of how their organisation functions and where the potential areas for growth are.

It is equally important to recognise where your organisation is struggling and why that may be the case. All too often, this is difficult to see when you are on the inside looking outward. Outsourcing can offer a change of perspective that would otherwise be difficult to achieve.
 
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Featured Podcast
Lessons that shipping and logistics cos learned Lessons that shipping and logistics cos learned
Jaison Augustine
Vice President, WNS Shipping & Logistics Services

In this podcast, we discuss the impact of the global recession on shipping and logistics companies, the lessons learned, and how business process outsourcing can help shipping and logistics companies weather economic downturn and prepare for growth as the economy improves.
 
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