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Times Business Solutions : A Case Study in Customer Lifecycle Management

Case Study - Times Business Solutions : A Case Study in Customer Lifecycle Management

Times Business Solutions (TBSL), a part of the Times Group, is actively engaged in the e-commerce space . . .

Industry Name: e-commerce, BPO, Outsourcing
Service Name: Customer Lifecycle Analytics, Outsourcing Analytics, Quality Monitoring Services

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Insurance Renewal Agency improved policy revival by 5%

Case Study - Insurance Renewal Agency improved policy revival by 5%

WyzMindz helps Insurance Renewal Agency improve Enhanced Policy Revival for above 150 days lapsed policies . . .

Industry Name: Insurance, BPO
Service Name: Outsourcing Analytics

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India’s largest pioneer e-commerce firm reduces cost per order by 64% exceeding expectations by 14%

Case Study - India’s largest pioneer e-commerce firm reduces cost per order by 64% exceeding expectations by 14%

The customer wanted WyzMindz to take an all encompassing view of it's operations and help to reduce the . . .

Industry Name: e-commerce, BPO, Outsourcing
Service Name: Outsourcing Analytics

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One of India’s most well known Collection Centers enhances revenue by 15% in 60 days

Case Study - One of India’s most well known Collection Centers enhances revenue by 15% in 60 days

One of India’s most well known Collection Centers working in the Insurance space enhances revenue by . . .

Industry Name: BPO, Collections, Outsourcing
Service Name: Outsourcing Analytics

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India’s largest regional ISP’s uses Surveys and Customer Lifecycle Analytics to improve Customer Satisfaction from 66% to 77%

Case Study - India’s largest regional ISP’s uses Surveys and Customer Lifecycle Analytics to improve Customer Satisfaction from 66% to 77%

WyzMindz delivers a solution which measures end to end customer satisfaction via telephonic surveys and . . .

Industry Name: Telecom
Service Name: Customer Lifecycle Analytics

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Beam Telecom experiences over 40% reduction in cost of service

Case Study - Beam Telecom experiences over 40% reduction in cost of service

Beam Telecom was not being able to service its customers as per their goals. Calls from customers were . . .

Industry Name: Telecom, Outsourcing
Service Name: Customer Lifecycle Analytics, Outsourcing Analytics

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Standard Chartered Bank gets 300%+ RoI

Case Study - Standard Chartered Bank gets 300%+ RoI

Standard Chartered Bank was not meeting their Service Level and Abandon goals even though they kept adding . . .

Industry Name: Banking, Outsourcing
Service Name: Outsourcing Analytics, Customer Lifecycle Management

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Outsourcing (BPO / KPO / ITES / Contact Center)

You may be dealing with outsourcing partners or yourself running an outsourcing operation for your customers. In both the cases, there are certain key capabilities that you would need to have to ensure that you can optimize your operation. You may be seeking to maximize your sales or to achieve that elusive service cost balance, ultimately with the objective of improving your profitability.

WyzMindz helps companies like yours, which are engaged in Outsourcing, deliver breakthroughs by answering vital questions based on synchronized data and actionable intelligence via its analytical services offerings.

Challenges Customers Face

Outsourcing (BPO / KPO / ITES / Contact Center)

As a BPO/KPO/ITES organisation, you may have the following questions you need answers to:

INBOUND CENTER

Inaccurate & unreliable Forecasts & Budgets :Long before the customer calls or walks through the door it is essential for businesses to be prepared for the workload. The essential factor in deciding this preparedness is a reliable and accurate forecasts and budgets. Forecast Inaccuracy usually impacts Service & Cost Balance

Non-Optimized Scheduling Practices Leading to Over or Under Staffing: The Key input metric that decides the best Service delivery at optimum Cost is your Scheduling Efficiency. Are you struggling in creating optimal schedules that make the most out of your resources and incorporate all types of activities (like breaks, training, nesting) in your services operations?

Inaccurate Headcount waterfall: Do you face issues due to Manual Headcount waterfall reports that needs repeated reconciliation & consumes administration bandwidth due to manual handling of schedules, holiday bookings, shift tradeoffs etc?

Non-Adherence to Plan resulting in gap between projected vs actual performance: Is your team geared up for proactive near real time reporting that can help your team move towards better KPI achievement?

OUTBOUND CENTER

Contact Optimization Issues: Is your team  struggling  to determine when the calls should be placed to maximize their effectiveness?

Analyzing Past performance to build future strategies: Are you facing challenges in deriving actionable intelligence with respect to best day of weeks & times of the day to place certain types of call basis past calling campaigns analysis?

Contact rates are seasonal: Are you struggling with correct calculation of probability of contacting customers hour by hour, day by day & week by week. Does your staffing aligned to Contact variability by introduction of flexible staff models?

Contact rates are a function of segment, list size, and list quality: Is your team struggling to determine which segment, list and what size to call?

WyzMindz Solution

Outsourcing (BPO / KPO / ITES / Contact Center)

With a slew of issues to tackle, you as an outsourcer or outsourcing company need to constantly relook at the way your business is run to ensure survival. This may not only involve re-examining interactions with customers but also focus equally on back-end operations to guarantee success.

Business analytics can help outsourcing players like yours, break-down and assimilate information collected and provide better insights into customer tastes and preferences as well as back-end processes.

Our Analytics Services for Outsourcing encompass the following areas where we can help:

PLANNING & OPTIMIZATION
Comprehensive service that includes Forecasting, Capacity Planning, Scheduling, Fulfillment, Vendor Management & Follow-up based on advanced algorithms and models

QUALITY MANAGEMENT
Service includes Third Party Quality Measurements, Customer Satisfaction Surveys, Mystery Shopping, Sales Effectiveness Surveys & Market Research.

RECRUITMENT PROCESS ANALYTICS
A unique service which brings visibility, data capture and analytical capability to Recruitment Processes, directly impacting critical to business levers like Hiring Yield and Early Stage Attrition.

RISK ASSESSMENT & ATTENUATION
Independent third party evaluation of the Risks due to Operational Practices and Process Health on a weekly basis. A powerful tool in the hands of those committed to World Class Stewardship.

ONLINE DASHBOARDING & REPORTING
Our Online Reporting and Dashboarding platform is built to mine large data sets and can be easily customized for various scenarios

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Inbound Centers

Starting from answering “What is the right Service level goal for my business type?” to accurate workload forecasting, we guarantee better predictability. Our forecasting methods use the assumption that it is possible to identify the underlying factors that might influence the variable that is being forecast. We ensure best staff mix ensuring right staffing levels with best possible profit margins at all times.

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Outbound Centers

Our Experts help businesses deploy time-based calling campaigns, Significantly increase Right-Party-Contacts and Promises-To-Pay, Increase amount collected within budgetary, compliance and resource constraints, Reduce roll-rates and charge-offs, Help achieve both immediate and long-term benefits through self-learning models, Enhance agent productivity and satisfaction &amp Deliver an ROI in six months or less.

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Back-office Centers

Our Planning service offers unprecedented visibility into your back-office operations to improve back-office quality, productivity and process consistency and reduce resource and processing costs. We integrate and deploy Desk-top analytics into our solutions to ensure measurement of time and effort. Using statistical modelling we then help optimize the back office operation to achieve a service cost balance.

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Sales Centers

Our Sales planning offering is a complete service consisting of Sales campaign management functionality. With this you will use your predictive dialer to efficiently and effectively manage product campaigns, generate sales leads, process account collections, raise funds, administer research surveys,conduct community initiatives. Our Services ensure Increased agent productivity by ensuring that agents only handle live calls as well as Improved sales results by dialing more numbers and contacting more live parties, resulting in more leads.

Benefits

  • The Benefits from our solutions are closely tied to Revenue enhancement or cost reduction. More often than not our solutions are about achieving an optimized balance between revenue, service levels and costs.
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    Causal forecasting methods are subject to the discretion of the forecaster & our forecasting experts (with more than 10 yrs experience) score above all to give you best in class forecasting accuracy.

 

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    Our Simulation methods help organizations meet the goal of creating and managing an adaptive workforce, capable of adjusting quickly to changing business needs at the right time.

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    Our Goal based Scheduling process allows for the prediction of Abandon rates, Service levels & Occupancy right at the planning stage so that you are able to plan and schedule capacity properly.

 

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    If you have a sales or collections function, our algorithms improve the probability of sale or promise or  a payment.

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    With our dialer strategies, organizations can easily improve the probability of getting a Right-Party-Contact and the probability of a positive response for each call.

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