Having a ‘satisfied, loyal’ customer or client is the goal of every business. Top-of-the-line Customer Interaction Services (CIS) have, therefore, taken priority over most other areas in business today.

We, at WNS, a globally leading Business Process Management (BPM) services partner, enable organizations to make the most of their customer interactions. Our customer interaction services, based on expertise, the right mix of analytics and automation technologies, and transformation indices, enable clients to engage effectively with their customers and also build new, sticky revenue streams.

We offer end-to-end multichannel customer interaction services support in 37 languages across geographies for multiple industries, including banking and financial services, insurance, retail and consumer packaged goods, travel and leisure, and utilities. As a provider, we create value for clients beyond process efficiencies and cost control.

Case:
WNS enabled the client to increase revenues through customer service solutions based on process automation and..
Case:
Through multichannel optimization, WNS improved customer engagement, reduced customer churn rate through real-..
Case:
The client leveraged WNS’ Sales Center of Excellence to create a new offline revenue stream, which augmented r..

The WNS Advantage

Scale and global delivery footprint

We customize the scale of the engagement according to client needs. Our delivery excellence, based on a robust global and multilingual delivery capabilities, offers strategic sourcing options – offshore, nearshore and onshore. Our optimal mix of delivery locations with similar cultural familiarity, enhanced linguistic and integrated domain knowledge, and contact center skills help enhance process efficiency, communication and customer experience.

Partnership orientation

We embrace the client’s culture and offer complete transparency in the relationship along with a robust governance model. We operate across the world providing ‘One Service Standard’. This ensures that our client always has access to our best practices, knowledge base and assets across different geographies.

Center of Excellence

WNS’ Center of Excellence model, combined with a large suite of proprietary and third-party technology solutions, with an additional focus on analytics and automation, helps improve customer lifetime value.

" We chose WNS South Africa as our partner location due to its strength in debt collection management, its ability to support our core operating hours and because it is cost effective by comparison to the UK. Our operation in Cape Town offers a first class outbound collection activity service alongside a number of our back-office processes and aligns closely to our business culture and tone of voice. As our business continues on its journey to becoming number 1 for customer experience in our industry WNS South Africa has become a key strategic partner in helping us to achieve this goal."
nPower
A ‘Leader’ in NelsonHall Social Media Services BPO NEAT Analysis (Overall): Toe in Water, Revenue Optimization, Customer experience enhancement, Market Insight – 2013
Enablers
Multichannel Delivery – Offering services across channels (voice, e-mail, chat, social media, SMS, Virtual Assistant, IVR, white-mail, fax, website and mobile)
  • Intelligent Voice Support – Interactive Voice Response (IVR), predictive and preview dialler solution
    Computer Telephony Integration (CTI)
    Customer Relationship Management (CRM) tools
    Business Intelligence (BI) tools for performance visualization
    Workforce management platform
    Call recording platform and speech analytics
    Knowledge management platform
    Analytics services – Web / mobile analytics, interaction analytics, sales analytics, social media monitoring and analysis, loyalty management analytics, campaign management and supplier analysis
    Non-voice support – Agent productivity management solution, workflow tool, document management solution
    Case management solution
    Digital Customer Experience Management (CEM) tool
Transformation Index, including maturity models and benchmarks across sales, customer service, collections and multichannel
Operational Excellence
  • Delivery playbooks holistically addressing key operating principles
    Robust governance models
    Value innovation programs for transformational solutions
Services
Channels
  • Voice (inbound / outbound)
    E-mail
    White-mail
    Chat
    Social
    Mobile
    IVR
    Virtual Assistant
    Fax
    SMS
    Website
Languages
  • Afrikaans
    Arabic
    Assamese
    Bahasa-Malay
    Bengali
    Cantonese
    Dutch
    English
    Filipino(Tagalog)
    Finnish
    French
    German
    Greek
    Gujarati
    Hindi
    Hungarian
    IsiXhosa
    IsiZulu
    Italian
  • Japanese
    Kannada
    Korean
    Malayalam
    Mandarin
    Marathi
    Oriya
    Polish
    Portuguese
    Punjabi
    Russian
    Sinhala
    Spanish
    Swedish
    Tamil
    Telugu
    Turkish
    Urdu
Services
  • Customer acquisition
    Customer retention
    Customer service
    Sales and support (cross-sell or up-sell)
    Collections
    Loyalty program management
    Website assistance
    Quality as a Service
    Workforce management
    Digital content management
    CRM analytics
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