Creating the Workforce of the Future: Specialized, Agile & Borderless

Led by digital, the WNS Open Talent Model creates a true boundaryless and collaborative workplace – building communities of domain experts and enabling enterprises to access best-in-class talent on demand. This translates into:


Up to 200-300% business variability managed

20% reduced cost of operations via flexi models

Improved Customer Experience (CX) and employee productivity

Mobilization of the RIGHT global talent from skill-abundant regions


The Essence of the WNS Open Talent Model

The WNS Open Talent Model is powered by the trifecta of open workforce, open workflow and open workspace.

Open Workforce:
An optimal balance of full-time, part-time and on-demand domain talent

Open Workflow:
An intelligent combination of digital self-serve and personalized human assistance

Open Workspace:
A hybrid mix of Work-from-Home (WFH) and on-premise contact center delivery modes

Powered by
A unique CX model that combines digital and human assistance
Know More

The WNS Open Talent Model Advantage

Leading global businesses have leveraged this model to achieve measurable outcomes.

Leading interactive multi-channel retailer

Business Priorities:

  • Augmenting existing staff via on-demand workforce
  • Ramping up and down quickly basis seasonality
  • Securing Payment Card Industry (PCI) certification

Impact Delivered:

  • 30%+ cost savings through flexible working model
  • 25% operational efficiency improvement
  • Consistent outperformance on key KPIs of quality and AHT

B2B human resource and administration partner

Business Priorities:

  • Ramping up rapidly due to seasonal spikes
  • Eliminating reliance on traditional staffing model

Impact Delivered:

  • 40%+ staffing (bi-langual) capacity increase within 4-8 weeks through flexible work model
  • 150 agent ramp-up (on an average) during peak enrollment demand period
  • Cost-effective recruitment and seamless WFH setup