WNS (Holdings) Limited - Customer Service Training Team of the Year

Company: WNS (Holdings) Limited, Mumbai, India
Company Division/Group:WNS North America Inc.
Company Description: WNS (Holdings) Limited is a global Business Process Management (BPM) leader. We offer business value to 200+ clients around the world in key industry verticals,including banking and financial services,healthcare,insurance,manufacturing,media and entertainment,consulting and professional services,retail and consumer packaged goods,telecom,shipping and logistics,travel and leisure,and utilities.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - All Other Industries

Nomination Title: WNS’ Contact Centre Services team

WNS is an NYSE-listed leading Business Process Management (BPM) company. WNS’ Contact Centre Services team is a cross-industry horizontal unit that offers services across all key verticals. Our industry-aligned approach helps us provide a domain-specialized focus and horizontal service delivery ensures operational excellence. The CX training team at WNS believes in creating next-generation employee learning experiences to drive a culture of continuous learning by leveraging relevant and suitable practices and platforms. We proactively work to upskill and reskill our employees, making them performance focused and nimble personnel.

With the onset of the pandemic, our learning strategy changed gears from onsite execution to a diverse digital execution to improve scalability, competitiveness, augment knowledge retention and implementation.

Adopting the best of both the worlds, the Digital Hybrid Learning Center combines face-to-face and virtual learning to support distinguished learner requirements and learning journey across stages. The training strategy at WNS was altered to be more flexible and adaptive to keep employees engaged, and updated during this transition. We adopted an array of innovative platforms like the learning experience portal, collaborative tools, aggregators, simulated learning platform, authoring tools, and bots to make the learning experience of our employees seamless and strengthen knowledge retention.

New Business Transition: CX Hybrid Learning Solution Practices (CxP) Accelerate CX through learning practices.

CxP has been designed to enable adoption of a digital mindset (DiFu) for seamless and effective service delivery and minimal/no impact on CX for existing clients. We also tuned in our focus to maintain same/enhanced service delivery levels for newly-acquired clients.

The transition was enabled through: knowledge acquisition; knowledge transfer, knowledge dissemination and continuous support, by leveraging suitable virtual tools.

The following processes were optimized for virtual mode:

Hiring – Virtual hiring with a suite of tools like aspiring minds to gauge communication proficiency, co cubes to gauge competencies and skill set mapping

Induction – Virtual introduction to company policies / values, client brand / values (Living the Brand)

Culture Sensitization – Gamified E-Learning modules on familiarization to various cultural nuances across geographies

Customer Experience Training- Video Based CX training on consumer culture / stories / segmentation

Domain Training – Self-learning modules to strengthen domain knowledge for seamless CX

Process/Product Training – Virtual/blended CRM training, products / policies, system navigation, compliance training. Training simulation to mirror client CRM to reduce learning curve

Learning Curve Management – Staggered learning approach, personalized feedback / coaching, performance review, query capture with micro-learning modules to drive “Pull” methodology. Virtual SME KNOWRA to support knowledge-related queries

Operational Excellence – Operational support through self-learning recursive training, proactive training

Reporting – End-to-end performance reporting on power BI for training metrics, on job training performance, learning curve, month knowledge checks

Existing Business Delivery: - The “Hire to Retire” model was enhanced from on-premise employee learning journey to virtual learning journey with the adoption of digital tools for each phase of the journey.

The renewed CxP program optimizes on training delivery virtually without compromising on – Evaluation and efficacy; operational excellence, knowledge management and people management.

Training efficacy and pass certification were maintained at close to 2019 levels during the virtual training phase in 2020.

Evaluation and efficacy are ensured through:

Training validation / certification via module-based assessments and weekly assessments

Quality certification and sign off to transition from each phase

Weekly operational glide path dashboard on service level performance

Reactive, strategic and transformational data analysis to incorporate learnings and share value adds to business

Individual coaching sessions on areas of opportunities

Operational excellence is maintained by effective knowledge management through:

Update Management system helps cascade real-time updates to employees to serve end users efficiently, and deliver enhanced CX

Bottom quartile refresher sessions basis individual areas of opportunities, bottom quartile management and quarterly top error refresher sessions reinforced with micro-learning on top errors, e-learning modules and gamified knowledge checkers

CX training to help employees identify / execute resolutions based on ‘critical to customer’ parameters

Tenure-based training to cascade tenure-based opportunity areas to employees, helping them focus on specific AOIs

People management involves boosting employee morale through:

Additional Incentives – Over monthly incentives, we have initiated performance-driven incentives

Rewards & Recognition – Monthly virtual RnRs recognize and appreciate top talent