The WNS Open Talent Model

 

On-demand Domain Talent Ecosystem for Future-ready Enterprises

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

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A unique CX model that combines digital and human assistance
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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

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