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Customer Care Outsourcing

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Customer service is a key differentiator for your business in the global market with companies across industries facing increasing competition. Companies need outsourcing partners that can deliver cutting edge customer service solutions. WNS helps clients manage and enhance their customer experience with tailor-made customer service solutions. These solutions allow clients to transform the way they influence customer loyalty, retention and satisfaction, while at the same time ensuring cost efficiency.

Customer service outsourcing has gained immense importance in recent times. Performance pressures due to economic uncertainty are leading companies to concentrate on their core competencies. Companies also realize the importance of enhancing the customer service experience at every touch point in order to remain relevant, build lasting relationships with consumers, increase customer loyalty and develop brand advocates. Customer service outsourcing helps improve customer satisfaction levels at reduced costs, as companies need not develop and maintain in-house capabilities, and can instead employ the services of outsourcing specialists.

WNS leverages its deep domain expertise in customer service functions, a strong talent pool and incisive focus on operational excellence to help clients ‘extend their enterprise’. Companies partner with WNS for customer service outsourcing solutions and experience, increased customer engagement, enhanced revenues and a significant competitive advantage.

WNS's customer service outsourcing solutions include:

Services

 ■  Customer Service
 ■  Customer Complaint Resolution
 ■  Sales (Cross-sell / Up-sell)
 ■  Loyalty Program Management
 ■  B2B and B2C Collection
 ■  HR Support
 ■  Computer Aided Telephonic Interviews (CATI)
 ■  Technical Helpdesk
 ■  Specialty Helpdesk
 ■  Customer Care Analytics
 ■  Social Customer Service

Channels

 ■  Voice (Inbound / Outbound)
 ■  Email
 ■  White Mail
 ■  Chat
 ■  Social Media

Languages

 ■  WNS's language capabilities:
  • African

    • Afrikaans
    • Ndebele
    • Northern Sotho
    • Sotho
    • Swazi
    • Tsonga
    • Tswana
    • Venda
    • Xhosa
    • Zulu
  • Indian

    • Assamese
    • Bengali
    • Gujarati
    • Hindi
    • Kannada
    • Malayalam
    • Marathi
    • Oriya
    • Punjabi
    • Tamil
    • Telugu
  • Global

    • Arabic
    • Dutch
    • English
    • French
    • German
    • Italian
    • Ndebele
    • Nordic
    • Northern Sotho
    • Portuguese
    • Spanish

Customer Care Case Studies

Durable Medical Equipment (DME)
Durable Medical Equipment (DME): Order processing, Customer service and management support and Medical and insurance billing WNS transformed revenue cycle operations for a top specialty home medical equipment supplier with a sales force that services thousands of medical pra...
Insurance
Insurance: Claims processing, Customer service Increasing a multi-line insurer's debt recoveries by 30 percent while reducing the time taken for settlement of claims by 40 percent
Travel and Leisure
Travel and Leisure: In-bound sales Increased sales conversion rates by over 50 percent for lastminute.com


Customer Care Outsourcing Resources

Articles
Transforming your Contact Center into a Revenue Generating Hub
Transforming your Contact Center into a Revenue Generating Hub Abhishek Kumar,, Senior General Manager, Contact Center,  WNS Global Services
Blogs
Videos
Leveraging outsourcing to overcome challenges faced by Banking and Financial Services Industry
Leveraging outsourcing to overcome challenges faced by Banking and Financial Services Industry Ronald Strout, Chief of Staff and Head  of Americas,  WNS Global Services
Webinars
BIG DATA, SMALL STEPS - An Analytics Journey from Data to Intelligence
BIG DATA, SMALL STEPS - An Analytics Journey from Data to Intelligence David Woodcock, Vice President R&A, WNS Michael Nemeth, SVP Client Services, WNS Sanjit Bhoumick, SVP Sales, WNS James Russell,Head of Commercial Claims Transformation, Aviva UKGI