WNS was a runner-up in the ‘Business Resilience Impact’ category at the SSON North America Impact Awards 2023. WNS showcased how a leading North American airline’s account was launched, transitioned and grown, all during the peak of the pandemic. Ensuring business continuity while maintaining expected customer service standards was a clear priority for the airline as it navigated multiple challenges posed by COVID-19. WNS deployed its Business Continuity Planning (BCP) initiatives driven by five key pillars – technology, communication, compliance, policies & procedures and collaboration. We recruited and cross-skilled right-fit resources at scale across the airline’s lines of business to achieve critical KPIs including Specialist Promoter Score of 77 percent and CSAT of 88 percent. Leadership presence, leading through emotional intelligence, clear communication and a strong governance model were some of the key enablers for the success of this strategic engagement.
About SSON Awards:
SSON's Shared Services & Outsourcing Impact Award is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives.