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WNS - Customer Management Services

WNS - Customer Management Services

Who Is This Vendor Assessment For?
NelsonHall’s Customer Management Services (CMS) profile on WNS is a comprehensive assessment of WNS’ offerings and capabilities designed for:
 Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
 Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
 Financial analysts and investors specializing in the support services sector.

Key Findings & Highlights
WNS (Holdings) Limited (WNS) is a public business process management company headquartered in Mumbai, India. WNS was founded as a British Airways captive in 1996 and listed on the New York Stock Exchange in 2006.
WNS offers customer management services, HRO, F&A, analytics, procurement, and legal services. WNS has ~30k employees, across 39 locations in ten countries, supporting 30 languages.
It offers customer management services in:
 Customer care
 Sales
 Technical support
 Collections
 Analytics.

Scope of the Report
The report provides a comprehensive and objective analysis of WNS’ CMS offerings and capabilities, and market and financial strengths, including:
Identification of the company’s strategy, emphasis, and new developments
Analysis of the company’s strengths, weaknesses, and outlook
Revenue estimates
Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
Analysis of the company’s offerings and key service components
Analysis of the company’s delivery organization including the location of delivery locations.


1. Background
2. Revenue Summary
3. Key Offerings
3.1 Customer Experience Transformation
3.2 Technology
3.2 Pricing
4. Delivery Capability and Partnerships
4.1 India and Sri Lanka
4.2 Philippines
4.3 China
4.4 Romania
4.5 Poland
4.6 UK and South Africa
4.7 United States and Costa Rica
5. Target Markets
6. Strategy
7. Strengths & Challenges
7.1 Strengths
7.2 Challenges
8. Outlook

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