Drive Unprecedented Visibility across the Enterprise with a Unified Workforce Management and Optimization Strategy

Enterprises still employ what are largely fragmented Workforce Management (WFM) processes to plan, forecast and schedule. In doing so, they fail to drive unified visibility into their workload, workforce and processes. The result manifests itself in the form of inefficient business operations, increasing operational costs and customer dissatisfaction. The need of the hour, therefore, is an integrated, automated and analytics-driven paradigm that can unify data, workforce and processes for improved operational efficiency and consistent customer service.


An Inclusive WFM Strategy

As part of its integrated strategy for enterprise workforce and productivity management, WNS leverages an end-to-end WFM framework that enables to forecast, schedule, monitor and report across the entire organization, encompassing customer interaction channels and back-office operations including finance and accounting (F&A), research and analysis (R&A).

Backed by our deep domain expertise and technology-enabled solutions, WNS creates a unified WFM strategy that drives the dual advantage of insights and automation, cutting the complexity associated with:

  • Multi-channel customer engagement
  • Voluminous back-office transactions
  • Aggressive regulatory environment
  • Increasing operational costs
  • Employee productivity
  • Low visibility of opportunities


WFM as a Stack: BPaaS

Underpinning the WNS WFM strategy is our industry-leading BPaaS capability that allows us to manage and provide WFM as a ‘stack’, bundling technology, processes and services. We leverage a mature BPaaS platform to effectively service organizations; delivering voluminous, scalable, and highly customized and standardized on-demand processes.

Our BPaaS expertise empowers clients by negating the need for capital investments, maximizing agility, and enabling exponential growth, while reducing operational expenditure. We help deliver high-impact business outcomes on the back of:

  • Faster deployment
  • Rapid scaling
  • Reduced time-to-market
  • Reduced complexity


All-round Benefits

Our integrated WFM strategy enables clients to:

  • Meet SLAs / TATs and KPIs efficiently across the enterprise spanning customer interaction channels / back-office operations
  • Forecast accurately and gaining easy view of backlogs and capacity
  • Implement a standardized reporting framework with a single version of truth across the enterprise, leading to enhanced employee performance
  • Adhere to compliance and scoring high on CSAT and avoiding DSAT
  • Flag potential errors proactively, resulting in leakage control and minimization in revenue loss
  • Achieve lower total cost of ownership and faster ROI
  • Deploy real-time monitoring and SLA management

Our solutions have resulted in clients deriving significant financial and operational benefits:

  • Delivered over USD 15 million savings across projects for clients through Resource Optimization, Forecast Accuracy and Headcount Rationalization
  • Helped a leading US Airline Company improve agent productivity, as part of company’s continuous improvement effort to control costs and gain efficiencies. Savings of USD 1 million for the client
  • Enabled a global Cosmetics Company rationalize the call volumes by reducing the forecast variance from 21 percent MAPE to 9 percent MAPE
  • Enabled a commercial Retailer maximize its call handling capacity without incurring additional costs, by reducing schedule inflexibility from 23 percent to 8 percent and eliminating excess agent logins during off-peaks
  • Enabled a Healthcare Account meet 95 percent answer rate and reduce abandon rates
  • Introduced flexible staffing model to suit peak requirements for one of the biggest domestic E-retailers without incurring any additional expenditure
  • Enabled the largest Latin American shipping company meet SLAs and improve accuracy. Automated the entire process of work allocation through a tool developed in-house. This led to work prioritization, TAT fulfillment and productivity improvement. Best fit schedules were also generated

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