wyzmindz service brochure

8/12/2019 WyzMindZ Service Brochure

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Business Intelligence (BI), Resource Optimization &

Process Improvement Capabilities

Copyright @ WyzMindZ Solutions Pvt. Ltd.



WyzMindZ at a Glance

Who we are

WyzMindZ is an Managed Services Company specializing in Data

Analytics to solve complex business problems in Customer Management

Functions. Viz. Planning, Quality & Customer Experience Management.

What do we doWyzMindZ generates actionable and result-oriented intelligence &analytics that enable clients to make quicker & informed decisions using

their data, on an on-going basis.

How are wedifferent

WyzMindZ Services blends deep domain expertise & experience and

technology to provide world class analytics. Time tested statistical andquantitative techniques are extensively used to analyze the data, but are

presented in simple, usable formats which can be used for taking quick

informed decisions.

Actionable Intelligence – Now…




Service includes

Third Party QualityMeasurements,

CustomerSatisfaction

Surveys, MysteryShopping, Sales

Effectiveness

Surveys & MarketResearch.

Comprehensiveservice that includes

Forecasting,Capacity Planning,

Scheduling,Fulfillment, Vendor

Management &Follow-up,

InventoryOptimization Analytics

Technology platform of WyzionPro is built to minelarge data sets and

can be easilycustomized for

various scenarios.

WyzMindZ’s Service Suite

BUSINESSINTELLIGENCE &INFORMATIONSYSTEM

PLANNING &OPTIMIZATIONSUITE

QUALITYMANAGEMENTSERVICE

WyzMindZ team works for clients as an extended team focused on delivering world classEnterprise Performance Solutions with significant cost advantage


A unique servicewhich brings visibility,

data capture andanalytical capability

to RecruitmentProcesses, directly

impacting critical tobusiness levers like

Hiring Yield and EarlyStage Attrition

RECRUITMENTPROCESS ANALYTICS(RPA)

RISK ASSESSMENT &ATTENUATIONYANTRA

Independent third party evaluation of

the Risks due toOperational Practicesand Process Healthon a weekly basis. A powerful tool in the

hands of those

committed to WorldClass Stewardship.

Wyz Raay



BUSINESS INTELLIGENCE &

INFORMATION SYSTEM

4Copyright @ WyzMindZ Solutions Pvt. Ltd.



“WyzionPRO” BI Service– Overview


Key Performance Indicator Reporting Automated KPIs tracking for Business/People/Technology metrics – e.g. Forecast accuracy, SL, Line

Adherence, Schedule Fulfillment, Occupancy etc. Reporting Solutions delivered at 1/3 the cost, 2X the value & 4X the speed. Allows management to take

data based competitive value decisions.

Strategic Performance Improvement Consolidate data from various data sources (ACD, Dialer, CTI, ERP, MRP, etc.). Help publish organization

level balanced scorecard. Derive actionable intelligence on accurate forecast projection, capacity planning, manpower hiring and

effective scheduling to reduce the cost of operations.

Predictive Analytics & Market research Descriptive / Decision based predictive models. Customer segmentation, cross sell & churn modeling

WyzMindZ team works for clients as an extended offshore team focused on delivering worldclass Enterprise Performance Management /Analytics solutions with significant cost advantage



“WyzionPRO” BI Service – Framework

S.O.

Consolidate

Normal

Scrub

ACD

CLI

QA

Data Acquisition Mapping Processing , Organizing &Analysis

, Dash Boards, OLAP(Interactive & SimulativeREPORTS)

Technology platform of “WyzionPRO” is built to mine large data sets and can be easily customized

for various scenarios.




WyzionPRO BI Features

Fast &Accurate

Technology

Benefits

•What if…Analysis

•Multiple Scenarios

•Quick Turnaround

•Secured Web based OnlineAccess (Verisign Certified)

• Intelligent Algorithms

• Flexible & Customizable

•Multi-level Data Security

•Preempt & Estimate Risks•Optimization of Resources

•Transparency in the Process





RECRUITMENT PROCESS ANALYTICS



WyzHire Process Close loopFramework


TRENDANALYSIS

RULE BASEDEXCEPTIONANALYSIS

DATA PROCESSING

CLUSTERANALYSIS

FUZZY LOGIC

DECISION TREE

DATA CAPTURE

Resume &PersonDocuments

HiringInformationSheet

Other

Sources

DASHBOARD /OLAP

ACTIONABLEINTELLIGENCE

HIRINGDECISIONS

Intelligence Derived on 6 Key Influencing Elements : Demographic Educational Socio Economic

Professional Psychometric Work Skill Requirement

Intelligence further given on 30 sub-elements

Specialized managed service to Capture, digitize, Retrieve, Analyze, Recommend & Report

hiring metrics and compliance.



CAPACITY PLANNING

& OPTIMIZATION SUITE




Question to Ponder


Is my Workforce Management

Effective ?

How do I track the

effectiveness of Work force

Management ?

Does fluctuating workload

cause your staff to be

overburdened at some pockets

& idle at some pockets of the

day ?

Does your business throw

up situations that call for a

‘trade-off’ between

Service and Profitability,

and you wish you could

have both?

Are your profit margins

impacted significantly by

spikes and troughs in

customer forecasts at short

lead times?



Wyz Plan Service Framework

ManagedServices

ForecastingModels

Profitabil ity &Productivity

Analytics

Attendance &Time Capture

Systems

What if &Scenario Based

Solutions

DedicatedProgram

Mgmt

GuaranteedReturns

Flexible &Customized

Delivery

Zero RiskEngagement

WyzMindZ Differentiators

Tangible results through Effective WFM

Best in Class WFM Governance

Area GoalsMetrics to gauge WFM

Effectiveness

Forecasting

Assessment of Demand Forecasting Effectiveness

Index

Planning Demand Forecasting Compliance

Index

Executing Supply Service Levels

Meet Budget Forecast Accuracy

Planning &

Scheduling

Optimum Utilization of

resources SLA / Seat Utilization

Right # of Agents at

right time

Planned Vs Actual Vs

Required

Accurately predict

availability of manpower

and shrinkages

Scheduling Accuracy

Occupancy

Real-timereporting

Execute plan in real timeScheduling Accuracy

Occupancy

Deviations are adjusted On time escalations

Reporting &

Analytics

Relevant, Accurate &

Timely reporting

Accuracy of Reports

Timely Reports

Facilitate Performance

Management

Daily/Weekly/Monthly

consolidations at

agent/TL/Process wise




Benefit Case Study - WyzPlan

Case study : Improving Service level & Abandon Performance without adding additionalmanpower The Challenge : A leading ISP provider had outsourced its inbound contact centre to a Third party vendor. TheThird party’s inbound call center supports the customer in three languages. The clients were facing persistentissues with poor performance on key performance indicators like Service levels, Answered levels, Average callhandling time & low Productivity per agent per day. Poor performance on these metrics was directly impactingthe ISP’s customer churn.

Solution Provided: Forecasts were generated using the following models – • Simple Regression Models & Multiple (Step-wise) Regression Models• Repeat Call analysis basis CDR report was done to establish impact of high abandonment in inflating actual

volumes.

Schedules were designed using following models• DOW & WOM patterns were studied & causes for change in volumes were established by studying CRM

tagging reports.• Intra-day volume patterns were established & Schedules were aligned to requirement• Better staff mix, (combination of Full timers, Part timers & Split workers) & better Staff profile,

(combination of 5 days, 6days workers) was proposed to bring flexibility in Scheduling process




Analysis on Agent level reports• APR reports for last 6 months were analyzed & following issues were highlighted• Agents were toggling with system to push themselves back in the queue.

Benefit Case Study - WyzPlan

Benefits Delivered: a. Volume Forecast which were earlier flat for whole month was revised basis trends, seasonality factors.b. Significantly improved abandon %age—from 33% of all calls being abandoned daily to 10% within 3 Weeks

of engagement.c. Significantly improved Service Level from 30% of calls being answered in 30 sec to approx. 80% of callsbeing answered in 30 sec within 3 weeks of engagement

d. Dip in abandon %age significantly reduced repeat calls (due to abandonment). Overall volumes for thequeue were considerably reduced within 3 weeks of engagement.

e. Strict administration of queue resulted in significant reduction of Auto-Call-Off time, (toggling time to avoidcalls).





RISK ASSESSMENT

&ATTENUATION YANTRA

Wyz Raay




ACD / Dialer / Login

Information

Key Agent

PerformanceMetrics

Key Process

PerformanceMetrics

Key BusinessPerformanceMetrics

Trend

Analysis

Rule Based

ExceptionAnalysis

Decision

Trees

Cluster

Analysis

Fuzzy Logic

Early Warning

Systems

Business Risks

Risky Teams

Risky Agents

Raw Data Wyz Raay– Machine I ntelligence Wyz Reports

Data Consolidation:

Login, Attendance,

Performance Information

Data Analysis & Intelligence

Creation: Trends & Patterns

Identification

Level 1 & 2 Exceptions ,

Notification & Resolution

Level 3 Risks & Reporting

Data Reporting & Monitoring:

Daily / Weekly/ Monthly

Exception Reporting

Fortnightly Risk Report

Monthly Incident & Risk

Attenuation Report

Wyz-Raay Structure

Wyz-RAAY Benefits

Best in class software platform

which integrates performance

data feeds and is tool/platform

agnostic.

Robust algorithms to search &

surface anomalies & errors in

performance data – thus

identifying exceptions & risks in

business

Non biased third eye perspectives

on Business & Process

Performance

High level of data integrity in

Service

Wyz Raay



QUALITY MANAGEMENT SERVICE




Third Party Call Monitoring -Structure

18

Actionable Intelligence ActionClose-Looping

Deliverables

Form Creation

Sampling

On-LineCalibration

Process Level Intelligence

Agent Level Intelligence

Customer Intelligence

Statistically Valid

Unbiased & Independent

TL – QA - Trainer

QA – QA

Role Clarity

Agent

FeedbackProcess

Feedback

Certification

TrainingProcess

RecruitmentProcess

Agents:• Optimally Skilled• Feedback

Confirmation

Process:• Effective &

Optimized• Opportunities

Identified

HAPPYCUSTOMERS

EFFICIENTPROCESSRESULTS

Wyz

Loop




Why WyzMindZ for QA Outsourcing ?


Build a Holistic Quality Strategy instead of another Transaction Monitoring Team

Clear & Defined Quality Performance Measures

Pro-Active identification of Systemic & Training related issues

Impact of Service Delivery Issues on Quality of Service Delivered

Customer Experience Correlated to the Process Quality

Gain customer insights that influence future strategies

Gain a 3rd party – expert perspective on the Process & Operations

Reduce Cost of Quality Monitoring

Spend Little or Nothing on Trade-mark Wyz-Loop – A Planet Class Quality Monitoring

Software Tool

A Dedicated Quality Team supported by the Quality Experts. With no upfront

investment

http://www.transgenez.com/index.html



WyzMindZ’s Clients

Clients include industry leaders across industry verticals (BFSI, Healthcare, Manufacturing, Telecom etc.)

http://www.transgenez.com/index.html

http://www.zymesolutions.com/

http://www.samsung.com/in/index.html




INDIA OFFICE

42/43, J.C. Industrial EstateBangalore, INDIA 560062

+91 80 2686 0916+91 90 90360 777 66

UK OFFICE

81 , Hood Avenue,South Gate, LondonUK - N14 4QJ

[email protected] www.wyzmindz.com

Naveen SharmaVice President

[email protected] +91 90360 77766

in.linkedin.com/pub/naveen-sharma/a/855/b3

Please feel free to get in touch with our Client Services Team :

Mahidhar SastryDirector


in.linkedin.com/in/mahidharsastry

Connect With WyzMindZ

Sachin MananVice President


in.linkedin.com/pub/sachin-manan/46/56b/72b

mailto:[email protected]









