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INDUSTRY INSIGHTS
Whitepapers The Finance Function’s Readiness for Change
The Finance Function’s Readiness for Change
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FUNCTIONAL INSIGHTS
Articles Transforming the customer experience to be truly customer-centric
Transforming the customer experience to be truly customer-centric
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EXPERT OPINIONS
Articles Unlocking the Power of Pricing Analytics for Higher Marketing Returns
Unlocking the Power of Pricing Analytics for Higher Marketing Returns
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WHY CHOOSE SOUTH AFRICA
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THE WNS SOUTH AFRICA ADVANTAGE
Business Opportunities In South Africa
 
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CLIENT STORIES WNS provides us a blend of functional expertise and process capabilities which spans across our diverse portfolio. Our partnership with WNS has become an integral part of our operations and we look forward to maintaining this stability and competitive advantage in a volatile energy market.

-Phil Bentley
Managing Director, British Gas
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Customer Care
OUR CROSS FUNCTIONAL SOLUTIONS

Customer Interaction Services

Satisfying customers is one of the primary objectives in nearly every business. It is therefore no surprise that high-quality Customer Interaction Services has taken priority over most other business areas today.

WNS is a leading global Business Process Management partner to more than 200 clients worldwide. We enable organisations to optimize its customer engagements with our Customer Interaction Services (CIS) solutions that combine the right mix of analytics, automation and technologies.

We offer our clients multi-channel customer interaction services support in 37 languages across multiple geographies and industries. We seek to create value for our clients beyond process efficiencies and cost control.

A leading UK utilities company significantly improved NPS and exceeded targets by more than 50%
Case:
WNS leveraged Six Sigma specialists to conduct a root cause analysis to identify that system failures were the..
Related To: Customer loyalty Customer Care
South African fixed line telecommunications company consolidated multiple sites into WNS delivery centres
Case:
WNS consolidated multiple lines of business and scattered processes into two delivery centres to optimise the ..
Related To: Customer Support Customer Care Customer Profitability Analysis
A leading South African low-cost airline carrying over 2.4 million passengers annually increased service level..
Case:
WNS leveraged its functional expertise to mitigate risks associated with transition to a new Global Distributi..
Related To: Customer loyalty Customer Care Customer analytics

The WNS Advantage

Global delivery footprint and scale

Based on our client-centric approach, we tailor the scale of our engagements according to the needs of our clients to ensure that the best possible solution is delivered. We boast with global and multi-lingual delivery capabilities and offer a range of strategic sourcing options, including; offshore, nearshore and onshore. Leveraging our industry knowledge, wealth of contact centre skills, and optimal mix of delivery locations to ensure cultural affinity, we seek to help our clients enhance their process efficiencies, communication and overall customer experience.

Partnership orientated

Our approach to client engagements is driven towards more of a partnership than a supplier-vendor relationship. Thus, we embrace the client’s culture and ensure complete transparency in all that we do. We always aim to provide ‘One Service Standard’ and therefore ensure that our clients have access to our best practices, knowledge and other assets across all geographies.

Center of Excellence

Our unique Centre of Excellence model, together with analytics, automation and a large suite of proprietary and third-party technology solutions helps to improve the customer lifetime value for our clients.

WNS South Africa Advantage

  • Superior strengths in customer experiences: WNS South Africa has built a solid reputation in delivering superior quality customer experiences. Our clients benefit from more than a decade of experience in customer interaction services across multiple industries, driven by a large skilled, English-speaking accent neutral workforce.
  • Attractive business value and cost savings: WNS South Africa is committed to offering our clients business value through our innovative solutions in customer interaction services. This is enabled by attractive investment incentives, first-world connectivity and infrastructure, a quality-conscious approach to delivery supported by world-class customer interaction services capabilities.
  • National footprint of delivery locations: WNS South Africa boasts a national footprint of eight delivery centres spread across the country’s major cities, including Cape Town, Johannesburg, Durban, Pretoria and Port Elizabeth.
  • Analytics driven: WNS South Africa leverages the power of analytics in our client engagements to provide our clients with insights to better understand their business. Ultimately, we empower our clients and provide them with insight-based decision support.
  • Continuous improvement culture: WNS South Africa’s transformation and subject matter experts continuously explore methods for improved efficiency and enhanced delivery in our quest for continuous improvement.
  • Strong cultural affinities to the UK & Australia: South Africa is the preferred customer service delivery location for a number of large international companies based in the UK and Australia, among other global geographies. This is based on a strong cultural affinity to these countries, time-zone similarities as well as a business-friendly climate and great overall 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

Leading UK-based Utilities Client

WNS SA won Best International Outsourced Contact Centre Award 2016
Enablers
Multichannel Delivery – Services across channels including; 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
Achieving transformation by utilising maturity models and benchmarks across sales, customer service, collections as well as gauging multichannel delivery penetration.
Operational Excellence
  • Addressing key operating principles by referencing a delivery handbook
    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
    Dutch
    English
    French
    German
    IsiXhosa
    IsiZulu
    isiSotho
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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