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At WNS, we focus on leveraging the combined power of our domain knowledge, data-to-insights prowess and digital capabilities to build innovative solutions for our clients. Through such offerings, we enable our clients to translate their intent into reality as we partner with them on their journey to achieve sustainable growth and drive greater value to their end customers.

Digital Innovationis in our DNA. We integrate our domain expertise with data-to-insights and hyperautomation capabilities to make a sustainable impact on our client’s business. These include industry-specific platform-based solutions, intelligent automation, AI / ML driven technologies, Cloud SaaS / PaaS applications, and intelligent business process and workflow solutions.

We co-created a scalable and flexible cloud contact center solution to provide uninterrupted end-customer support across diverse industries for a global sales promotions company. Enabled by WNS EXPIRIUS (our proprietary digital customer experience platform that integrates human-assisted design and domain expertise with AI-driven conversational insights), the client could sustainably achieve its desired levels of business continuity and on-demand flexibility with minimal lead time.

We build deep and collaborative relationships with client stakeholders to deliver outcomes aligned to their business goals of creating a sustainable future.

We enabled a manufacturing company to successfully move the needle to digital finance. With our industry-first Quote-to-Sustain (QtS) solution, backed by automation, AI and analytics, we co-created an agile and scalable finance function to support the manufacturing company’s growth, improve compliance and margins, and minimize risks.

WNS Triange, our analytics practice, powers business growth and innovation by enabling businesses to define the right data, analytics and AI strategy. At any stage of the data and analytics journey, WNS Triange can be plugged in to co-create solutions and deliver outcomes that create a sustainable path to growth and innovation.

WNS Triange partnered with a global beverage company to uncover USD 10-15 Mn worth of opportunities annually and triple its speed to insights and action. We enabled the client to identify emerging trends through platform-based solutions, tracking them and placing profitable bets early on.

WNS Co-creation Labs are creatively curated digital spaces consisting of design artefacts, insights and stories, underpinned by cutting-edge technologies. This enables real-time collaboration to deliver solutions that are customized to the markets, strategies and competitive challenges of our clients.

We worked with a leading global airline to re-model and transform its service-led customer contact center into a strategic and revenue-earning extension of its sales operations through our proprietary Sales Center of Excellence (CoE) framework. This enabled the airline’s agents to cross-sell bundled products and earn higher incentives while increasing the revenue generated per transaction for the company.

Voice of Customer

Customer satisfaction surveys are crucial in helping businesses understand, measure and improve customer satisfaction, leading to increased loyalty, retention and long-term success. The Voice of Customer (VoC) process starts with communicating the scope and objectives of the survey. Clients provide feedback using a rating scale from 1-10 for 14 questions across five sections. The survey includes separate sections for the Net Promoter Score, Overall Satisfaction and Additional Feedback. We report the Net Promoter Score, Overall Satisfaction Score and Average VoC Score at the client, business unit, strategic business unit and overall WNS levels. We calculate the Average VoC Score based on these five parameters:

Operational Excellence
Continuous Improvement and Transformation
Communication
Support and Relationship Management Team
Risk and Compliance

We adopt a 360-degree feedback approach that gathers inputs from different levels within each client organization, including the CXO, department, functional and process levels. The Independent Verification and Validation (IVV) team conducts this web-enabled survey to ensure objectivity. After receiving feedback, we develop action plans to address the issues clients raise. The operations teams then implement these action plans effectively and within a set timeframe.

In FY 2022-23, we secured a Net Promoter Score of 67 with an overall satisfaction score of 8.7. In 2023-24, we secured a Net Promoter Score (NPS) of 73 from 84% of our clients with an overall satisfaction score of 8.9.