Customer Care Outsourcing

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

WNS has a rich track record of supporting customer care functions of leading companies across industries. WNS leverages deep domain expertise in customer service functions, a strong talent pool and incisive focus on operational excellence to help clients ‘extend their enterprises’. Companies partner with WNS for customer service outsourcing and experience; increased customer engagement and revenues; and competitive advantage.

Our service offerings include

Services

■ Customer service

■ Customer complaint resolution

■ Sales

■ Loyalty program management

■ Collections and refunds

■ HR support

■ Computer Aided Telephonic Interviews (CATI)

■ Technical support desk

■ Specialty help desk

Channels

■ Voice

■ Email

■ White mail

■ Chat

Languages

■ English

■ French

■ German

■ Spanish

■ Italian

■ Portuguese

■ Nordics

■ Dutch

Case Studies

Industry: Insurance
Process: Claims processing, Customer service

This client is a leading provider of insurance products in Europe with substantial business entities and units located around the world.

Benefits delivered by the WNS team

Increasing daily collections by 30 percent within the first year resulting in significant financial advantages for business
Reducing claims settlement time by almost 40 percent from 212 days to less than 130 days, resulting in higher customer satisfaction
Increasing the speed at which claims were sent to legal counsel by 90 percent from over 25 days to less than two days immediately after transition.
Generating additional business of 5 percent amounting to GBP 3.6 million in collections per year by identifying revenue leakages caused by claims that were not being registered in the system.

Industry: Travel and leisure
Process: Inbound sales

Increased sales conversion rates by over 50 percent for lastminute.com

Key features of the WNS solution include

Flexible pricing model which allows for greater flexibility for the client as its business volumes fluctuate
Delivering continuous improvement by implementing Six Sigma and Kaizen projects to boost agent productivity; identifying opportunities to embed process efficiencies in order to focus on up-sell and cross-sell of products.
Deploying high quality talent - developed sales training modules to create a compelling, relevant and customized training program.

Industry: Utilities
Process: Customer service Exceptions billing management

Helping a leading utilities company deliver superior customer service, reducing customer complaints by 80 percent in one year while reducing operational costs

Key features of the WNS solution include

Exceptional reduction in backlogs from 15 million to just over 1 million in 18 months
Reduction in customer complaints by 80 percent within 12 months of go live
Realization of over GBP 8 million in the year 2006-07 of revenue in 12 months by restructuring the debt accrual process and identification of interest leakage in supplier payments through Six Sigma programs

Industry: Travel and Leisure
Process: Inbound sales

Increased conversion rate by 50% for Travelocity's inbound offline sales

Key features of the WNS solution include

Re-engineering sales processes at the contact center to maximize team productivity
Improving process efficiencies to enable the team to up-sell and cross-sell affiliate products
Implementing LEAN Six Sigma programs to reduce average handling time (AHT) of inbound calls
Creating a customized MIS tracker for accurate tracking and analysis of performance