BPO Solutions for Travel and Leisure Industry

The travel and leisure industry is faced with rapidly rising costs, changing customer needs and economic pressures. WNS helps enterprises leverage BPO as a strategy to gain competitive advantage by better managing and leading this transformation.

Building on its experience of over a decade in managing a shared services center for one of the world's largest airlines, WNS's BPO services portfolio includes processes that support the entire travel and leisure industry.

Our deep domain expertise, qualified and experienced talent pool and strong focus on operational excellence help companies focus on their core business issues while their team at WNS focuses on managing their processes.

The combination of our BPO offerings, industry best practices and proprietary tools and methodologies add value to our clients' processes by helping them improve customer service, reduce costs and streamline processes through efficiency, quality and productivity improvements.

Our BPO service offerings include

		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: Travel and leisure Process: Fare filling services
		Helping increase speed and accuracy of fare filing for a major European airline
		Key features of the WNS solution include  Fare filing Centre of Excellence (CoE) for a major European airline Consolidation of the fare filing process from across 75 countries and subsequent standardization of the process at the center of excellence set up in Pune, India Achieved over 98 percent accuracy Speed to market – 24X7 operations Improved turnaround time by ~12 percent including 100 percent on time delivery with high accuracy for all high profile promotional campaigns.

		Industry: Travel Process: Passenger revenue accounting
		Helping Caribbean Airlines transform its revenue accounting process
		Key features of the WNS solution include  A fully managed service eliminating the need to invest in infrastructure or software license fees, and manage staff capacity A scalable end-to-end service, on an automated workflow platform which is easy to customize and implement Automation of critical processes such as invoice generation, accounting, revenue processing and MIS, which were previously done manually Transitioning CAL's revenue accounting processes onto JADE, in a short span of 4 months against an industry standard of 8 months.

		Industry: Travel and Leisure Process: Fare filing
		Helping a leading Global Distribution System (GDS) improve speed and accuracy of the fare filing process thereby significantly reducing debit memo payouts
		Key features of the WNS solution include  Consolidated and standardized the fare filing process for over 450 airlines Increased accuracy of fare filing from 88 percent to 94 percent within 24 months which resulted in significant reduction of debit memo payouts that were a result of data coding errors Improved compliance of turnaround time for fare filing from 90 percent to 99.5 percent post transition to WNS Increased the volume of filings by 157 percent in 3 years with only an 82 percent increase in resource. This achievement significantly surpassed the average productivity of experienced onshore analysts when the work was handled by the client onshore.

		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

		Industry: Travel Process: Revenue accounting and recovery
		Helping United Airlines in revenue accounting and recovery, resulting in significant cost savings, process efficiencies and enhanced recoveries
		Key features of the WNS solution include  Managing end-to-end passenger revenue accounting operations including complex functions of interline, auditing, investigation, refunds and collections Stringent service level agreements Multi-location delivery to ensure business continuity Highly skilled staff Proprietary staff training capabilities Rigorous quality assurance and Six Sigma programs Robust program management and migration methodology

		Industry: Travel Process: Sales accounting, Uplift / traffic processing, Revenue recovery and audit, Interline billing – sample and non-sample, Error handling
		Optimizing passenger revenue accounting processes for SAS Airlines
		Key features of the WNS solution include  Identifying recoveries of several million dollars within one year Improving accuracy in interline sampling from 98 percent to 99 percent within a year, resulting in significant revenue protection Delivering over 50 percent improvement in turnaround time and managing over 7.5 million exception transactions within one year Reducing the cost of revenue accounting operations by approximately 30 percent annually

		Industry: Travel and Leisure Process: Passenger Revenue Accounting               Customer Care
		WNS and Virgin Atlantic Partnership Takes Off: Revenues Accelerate through Improved Processes
		In 2004, Virgin's passenger traffic had increased - a success for the airline, especially given rising fuel prices, a volatile business environment, and a saturated employment market.  This also meant Virgin had to manage rapid growth while keeping overhead costs down.  So, executive management decided to re-evaluate its operating model to improve efficiency, and increase its competitive advantage, and employ a scalable workforce.