ANLYSIS OF BPO INDUSTRY BY PAWAN KUMAR

SUBMITTED TO: SUBMITTED BY :

Respected Nitin Kr. Singh Pawan Kumar(Marketing)

Faculty Of Marketing Roll No.: 15026

MIM,NOIDA Date : 03-12-2010

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 ANLYSIS OF BPO INDUSTRY BY PAWAN KUMAR

WHAT IS BPO :
BPO as expanded sounds as Business Process
Outsourcing and can be aptly defined as the act of utilizing the services of a third
party by a company in order to perform its back office operations that might be
payroll administration, customer help desks/ call centers, tele- marketing,
accounting, billing; the list is endless. BPO outsource is being widely accepted in
powerful companies worldwide. BPO outsourcing of various services is not just a
method to save cost but also enhance productivity and efficiency. Many
companies like GE, Dell, Sprint, AOL, AMEX and Amazon have already recognized
the importance and feel that cost saving is not the only benefit of BPO outsource.
Offshore BPO outsourcing units are well employed with customer care executives,
telemarketing persons and management with supervisory expertise in the BPO
outsource process. BPO outsourcing allows companies to lessen or diminish cost
of training, hiring and infrastructure with benefits of value added services,
scalability, flexibility and increased productivity experience.

In another words I can say Business process

outsourcing (BPO) is a form of outsourcing that involves the contracting of the
operations and responsibilities of specific business functions (or processes) to a
third-party service provider.

WHY IS IT IMPORTANT :
There are various factors for that company require BPO as:

 Increase productivity
 Cut operational costs
 Provide better service
 Save costs
 Improved accountability

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 ANLYSIS OF BPO INDUSTRY BY PAWAN KUMAR

The BPO boom seems to be increasing everyday with more

and more companies deciding to follow the race, making conditions really viable
for a positive growth in the BPO industry. you can make money online through
BPO.

 Business Process Outsourcing includes the following areas and a lot

more:

 Back office operations

 Customer Relationship Management
 Call Centers and telemarketing
 Tele-servicing and product support
 Payroll maintenance
 Finance / Accounting/billing
 Human Resources
 Logistics Management
 Supply Chain Management
 Medical transcription
 Back Office Operations
 Insurance Claims Processing
 Legal database maintenance

BPO INDUSTRY IN INDIA :

Business Process Outsourcing (BPO) is one of
the fastest growing segments of the Information Technology Enabled Services
(ITES) industry in India. Business Process Outsourcing refers to the delegation of
one or more IT-intensive business processes to an external provider that in turn
owns, administers and manages the selected process based on defined and
measurable performance criteria. The Indian BPO industry is constantly growing
and a lot of Fortune 500 companies are outsourcing services to India. There are
several reasons for India's emergence as one of leading outsourcing destinations.
India is very rich in educated and talented human resource. India is one of the
pioneers in software development. India has a mature industrial set up with world
class systems. India has excellent technical facilities and infrastructure for setting
up call centers. Time zone difference between India and America has also worked

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to the advantage of Indian BPO industry. India has an 8-12 hour time zone
difference with respect to the US and other developed markets. Most of the
Indian call centers servicing American customers have timings between 5:30 p.m.
to 9:30 a.m. This time zone difference allows Indian companies BPOs to service
American clients by working in the nights. Last, but not the least, India has a huge
pool of English speaking workforce that provides excellent voice based services at
extremely competitive costs resulting in huge savings for companies. Some of the
leading BPO companies in India are: GE Capital, Convergys, Wipro Spectramind,
WNS, Dell, Daksh e-Services, ICICI OneSource, and MphasiS.

Some of the problems afflicting Indian BPO industry are high

attrition rate, and backlash in developed countries against perceived job losses
due to outsourcing to India. To tackle the problem of attrition companies are
adopting measures such as good rewards, bonding programme, flexible working
hours and stronger career path. As regards backlash against outsourcing, the
backlash is mainly political. There is compelling economic logic for companies to
outsource to India and also Indian BPO companies have taken initiatives allay
fears of job loss.

DIFFERENT TYPES OF SERVICES BEING OFFERED BY BPOs :

 Customer Support Services

Customer service offerings create a virtual customer service center to manage

customer concerns and queries through multiple channels including voice, e-mail
and chat on a 24/7 and 365 days basis.

Service Example: Customers calling to check on their order status, customers

calling to check for information on products and services, customers calling to
verify their account status, customers calling to check their reservation status etc.

 Technical Support Services

Technical support offerings include round-the-clock technical support and problem

resolution for OEM customers and computer hardware, software, peripherals and
Internet infrastructure manufacturing companies. These include installation and
product support, up & running support, troubleshooting and Usage support.

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 ANLYSIS OF BPO INDUSTRY BY PAWAN KUMAR

Service Example: Customers calling to resolve a problem with their home PC,
customers calling to understand how to dial up to their ISP, customers calling with
a problem with their software or hardware.

 Telemarketing Services

Telesales and telemarketing outsourcing services target interaction with potential

customers for prospecting like either for generating interest in products and
services, or to up-sell / promte and cross sell to an existing customer base or to
complete the sales process online.

Service Example: Outbound calling to sell wireless services for a telecom provider,
outbound calling to retail households to sell leisure holidays, outbound calling to
existing customers to sell a new rate card for a mobile service provider or
outbound calling to sell credit or debit cards etc.

 Employee IT Help-desk Services

Employee IT help-desk services provide technical problem resolution and support

for corporate employees.

Service Example: of this service include level 1 and 2 multi-channel support across
a wide range of shrink wrapped and LOB applications, system problem resolutions
related to desktop, notebooks, OS, connectivity etc., office productivity tools
support including browsers and mail, new service requests, IT operational issues,
product usage queries, routing specific requests to designated contacts and remote
diagnostics etc.

 Insurance Processing

Insurance processing services provide specialized solutions to the insurance

sector and support critical business processes applicable to the industry right
from new business acquisition to policy maintenance to claims processing.

Service Example:

New Business / Promotion:

Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk

assessment, Policy issuance etc.

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 ANLYSIS OF BPO INDUSTRY BY PAWAN KUMAR

 Policy Maintenance / Management:

Record Changes like Name, Beneficiary, Nominee, Address; Collateral

verification, Surrender Audits Accounts Receivable, Accounting, Claim
Overpayment, Customer care service via voice/email etc.

Data Entry Services / Data Processing Services Service Example:

Data entry from Paper/Books with highest accuracy and fast turn around time
(TAT)

Data entry from Image file in any format

Business Transaction Data entry like sales / purchase / payroll.

Data entry of E-Books / Electronic Books

Data Entry : Yellow Pages / White Pages Keying

Data Entry and compilation from Web site

Data Capture / Collection

Business Card Data Entry into any Format

Data Entry from hardcopy/Printed Material into text or required format

Data Entry into Software Program and application

Receipt and Bill Data Entry

Catalog Data Entry.

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 ANLYSIS OF BPO INDUSTRY BY PAWAN KUMAR
Top 15 BPOs in India
1 WNS
INDIA'S TOP 15 BPO FIRMS : 2 Wipro BPO
3 HCL Technology BPO
Services
4 IBM Daksh
 WNS is the top ranking third party ITES (Call 5 Exl Services
Centre and BPO) company in India [ 6 MphasiS BPO (formerly
Images ], says a survey conducted by the MSource)
7 Intelenet Global
National Association of Software and
8 ICICI [ Get Quote ]
Services Companies.
OneSource
9 GTL
 Wipro [ Get Quote ] BPO Solutions and HCL 10 Progeon
Technologies [ Get Quote ] BPO Services 11 24/7 Customer.com
follow at the second and third position, 12 Datamatics Technologies [
respectively. Get Quote ]
13 Hinduja TMT [ Get Quote ]
14 Transworks
15 Tracmail

Nasscom released the list of the top 15 third party

ITES (Call Center and BPO) companies in India on Wednesday, based on revenues
for 2004-05 reported as per the annual Nasscom survey on IT industry
performance.

The ITES-BPO segment contributes 30 per cent of the total IT-ITES exports from
India and witnessed a growth of 44.5 per cent to reach $5.2 billion in 2004-05. The
ITES-BPO exports are expected to clock revenues of $7.3 billion in 2005-06. 

Kiran Karnik, President, Nasscom, said in a media statement: "With an ever-

expanding portfolio and employee base, the third party players have been able to
sustain their growth rates over the years. Players who have scaled up and are
offering process expertise, operational excellence and following best practices, are
making it to the Nasscom rankings every year."

"The Nasscom rankings have become an industry benchmark and reinforce

Nasscom's initiative of encouraging Indian IT industry to adopt the global best
practices. These rankings are now used by customers globally," Karnik added.

It is important to note that the largest company GECIS was a captive operation till
the end of 2004 and hence has not been considered for the rankings. If it had been
a third party operation, it would have been the largest player by far.

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 ANLYSIS OF BPO INDUSTRY BY PAWAN KUMAR

ANALYSIS OF WNS BPO FIRM

INTRODUCTION : WNS is a leading global business process
outsourcing company. Deep industry and business process knowledge, a
partnership approach, comprehensive service offerings and a proven track record
enable WNS to deliver business value to many of the world’s leading companies.
We are passionate about building a market leading company valued by our clients,
employees, business partners, investors and communities.

MISSION & VALUES :

We enable Clients to Outperform with our Passion for
Service and Innovation.

 We capitalize on our strengths by embracing the following values:

 Client First
Place clients at the core of everything we do

 Integrity
Be ethical, honest and committed in all actions

 Respect
Be sensitive to individual differences and treat everyone with dignity

 Collaboration
Always keep "One WNS" as uppermost in everything we do

 Learning
Learn from our experiences; share knowledge and best practices to create
innovative solutions

 Excellence
Strive for excellence in everything we do and aspire to outperform at every
stage

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CORPORATE SOCIAL RESPONCIBILITIS :

Living our values means being a good corporate citizen in the communities in
which we work.

At WNS, we believe in providing financial and voluntary support to our

local communities with a greater emphasis on employee voluntary services. We
focus on three causes:

 Child welfare and education

 Care for the elderly and
 Environmental conservations

In addition, we contribute towards relief for national and international catastrophes

such as the December 2004 Tsunami disaster, the devastating earthquake in
Gujarat in India, and the 9/11-relief fund in the US. 

To support these causes, WNS is proud to be associated with Helpage India,

Akanksha Foundation, Peepal Foundation and .
Helpage India is a national, secular, apolitical, non-profit and non-government
organization working for the cause and care of disadvantaged older people.
Helpage India has been working in the field of healthcare, financial security and

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emotional support for under privileged senior citizens for more than 25 years. It
conducts numerous projects aimed at improving the quality of life for the elderly.

The Akanksha Foundation is a non-profit organization that strives to improve the

lives of less-privileged children, enabling them to maximize their potential and
change their lives. Akanksha primarily works in the field of education. Over the
past 12 years, Akanksha has expanded from 15 children in 1 center to almost 2,000
children at 40 centers in Mumbai and Pune.

Peepal Foundation is a non-profit organization based in Pune, which focuses on

the welfare of under privileged children, working children and senior citizens.

  

PROFILE :
WNS (Holdings) Limited, incorporated on February 18, 2002, is a provider of
offshore business process outsourcing (BPO) services. The Company provides
data, voice and analytical services. It transfers the business processes of its clients,
which are companies located in Europe North America and Asia Pacific regions, to
its delivery centers located primarily in India, Sri Lanka, the Philippines, Romania,
the United Kingdom and Costa Rica. It provides execution of client processes,
monitor these processes against multiple performance metrics, and seek to improve
them on an ongoing basis. The Company designs, implements and operates
business processes for its clients, involving data, voice and analytical components.
Its services include industry-specific processes that are tailored to address its
clients’ business and industry practices, particularly in the travel and banking,
financial services and insurance (BFSI) industries, as well as businesses in the
consumer products, retail, professional services, pharmaceutical, media and
entertainment, manufacturing, logistics, telecommunications and utilities
industries. The Company operates in two segments: WNS Global BPO and WNS
Auto Claims BPO. In its WNS Auto Claims BPO segment, it provides both fault
and non-fault repairs. For fault repairs, it provides claims handling and accident
management services, where it arranges for automobile repairs through a network
of third party repair centers.

 Travel and Leisure Services

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The Company’s service portfolio includes processes that support air, car, hotel,
marine and packaged travel services offered by its clients. The key travel industry
sectors served by WNS (Holdings) Limited include airlines and hotels, travel
intermediaries and others, such as global distribution systems and network
providers. During the fiscal year ended March 31, 2010 (fiscal 2010), the Company
served a diverse client base in this business unit that includes British Airways,
SITA, Travelocity, United Airlines and Virgin Atlantic Airways Ltd. During fiscal
2010, it served 25 airlines, hotels and 13 travel intermediaries.

 Banking, Financial Services and Insurance

Some of the banking, financial services and insurance (BFSI) industry sectors
served by the Company are integrated financial services companies; life, annuity,
and property and casualty insurers; insurance brokers and loss assessors; self-
insured auto fleet owners; commercial and retail banks; mortgage banks and loan
servicers; asset managers and financial advisory service providers, and healthcare
payors, providers and device manufacturers. WNS (Holdings) Limited serves a
diverse client base that includes AVIVA, Biomet Inc. and MMC in. fiscal 2010.

WNS (Holdings) Limited BFSI business unit includes its auto claims business,
branded WNS Assistance, which comprises WNS Auto Claims BPO segment.
WNS Assistance offers a blended onshore-offshore delivery model that enables the
Company to handle the entire automobile insurance claims cycle. The Company
offers accident management services to its clients where it arranges for repair of
automobiles through a network of repair centers. The Company also offers claims
management services where it process accident insurance claims for its clients. It
also provides third-party claims handling services, including the administration and
settlement of property and bodily injury claims while providing repair management
and rehabilitation services to its insured and self-insured fleet clients and the end-
customers of its insurance company clients.

 Industrial and Infrastructure Services

The Company’s industrial and infrastructure services business unit focuses

specifically on the needs of the manufacturing, logistics, telecommunications and
utilities industries. It serves a diverse client base that included Centrica plc, FedEx
and T-Mobile in fiscal 2010.

 Emerging Businesses

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Prior to April 2008, the Company’s emerging businesses unit addressed the needs
of the manufacturing, logistics, telecommunications, utilities, consumer products,
retail, professional services, pharmaceutical and media and entertainment
industries. In April 2008, it created an industrial and infrastructure services
business unit to focus specifically on the needs of the manufacturing, logistics,
telecommunications and utilities industries. The Company develops certain
capabilities, which are classified as finance and accounting services focused on
finance and accounting services; research and analytics services focused on
market, business and, financial research and analytical services, and business
transformation services focused on business and process optimization services.

 Research and Analytics Services

In the research and analytics services area, the Company offers market, business,
and financial research and analytical services, such as business and financial
research, market research, domain specific analytical services, data services and
business services to its clients who are pharmaceutical companies, consulting
firms, market research companies and investment banks. Its research and analytics
services also include processes that are tailored to address its clients’ business and
industry practices in the pharmaceutical, retail, financial services and insurance,
consumer products and other emerging industries like travel, manufacturing,
technology, media and telecommunications.

 Business Transformation Services

Business transformation services helps the Company's clients identify business and
process optimization opportunities through technology-enabled solutions, process
redesigning and improvements using a variety of techniques, and leveraging
technical and management development programs. Its services include
implementation of technology-enabled solutions optimization and analytics. It uses
various processes, tools and methodologies to deliver its business transformation
services, including the Six Sigma and Lean methodologies, engagement models
tied to results, analytics-based business insights, domain and process expertise,
process re-engineering and automation.

The Company competes with Genpact Limited, Firstsource Solutions Ltd.,

ExlService Holdings Inc., Infosys BPO Ltd, Tata Consultancy Services Limited,
Wipro BPO, Accenture Ltd., Affiliated Computer Services Inc., Hewlett-Packard
and International Business Machines Corporation.

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BOARD OF DIRECTORS :
 EricB. Herr Chairman
Mr. Eric Herr serves as the Chairman of the Board. Mr. Herr became a
member of the board of directors with the completion of the company’s
initial public offering in 2006. Formerly, Mr. Herr has been director of Taleo
Corporation and chief financial officer of Autodesk, Inc. Mr. Herr received a
Master of Arts degree in Economics from Indiana University and a Bachelor
of Arts degree in Economics from Kenyon College.

 Keshav Murugesh Chief Executive Officer

Mr. Murugesh serves as our Chief Executive Officer and a member of our
Board of Directors. Based in Mumbai, Mr. Murugesh is responsible for
executing our business strategy and directing the overall performance and
growth of our organization. Prior to joining WNS, he served as the President
and Chief Executive Officer of Syntel Inc. where Mr. Murugesh was
responsible for the company's global IT services and knowledge process
outsourcing (KPO) businesses. Prior to being named CEO, he served as
COO, President and CFO, during which time the company's global work
force, revenue, EPS and market capitalization grew significantly. Prior to
joining Syntel as CFO in 2002, he held a range of progressively responsible
senior management posts at conglomerate ITC Limited, an affiliate of BAT
plc. Mr. Murugesh holds a Bachelor's Degree of Commerce and is a Fellow
of The Institute of Chartered Accountants of India. He is a frequent industry
speaker and serves as the Chairman of SIFE (Students in Free Enterprise)
India, which is a global organization involved in educational outreach
projects in partnership with businesses across the globe.

 Albert Aboody Director

Mr. Albert Aboody was appointed to our board of directors in June 2010 as
an independent director. He is also serving as chairman of the Audit
Committee of the Board. Mr. Aboody was an Audit Partner at KPMG LLP
(U.S.) where he worked on significant client assignments and participated in
the establishment of policies and overseeing of professional practice
accounting and auditing matters as a member of the firm’s National Office.
In this capacity he also reviewed filings by registrants with the U.S.
Securities and Exchange Commission (SEC) and engaged in discussions
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with the SEC on accounting and auditing issues affecting KPMG clients. He
has also served on the Advisory Board of KPMG India, as its Deputy
Chairman and as head of its audit department. He co-authored the chapter on
SEC Reporting Requirements appearing in the 2001-2008 annual editions of
the Corporate Controller’s Manual. Mr. Aboody is a member of the
American Institute of Certified Public Accountants, he was a Post-graduate
Research Scholar at Cambridge University and he received a Bachelor of
Arts degree from Princeton University.

 Richard Bernays Director

Mr. Bernays joined the Board in 2006 as an independent director. Prior to
his retirement in 2001, Mr. Bernays held several leadership positions at Old
Mutual, plc, a London-based international financial services company, and
most recently served as Chief Executive of Old Mutual International. He has
also held senior executive positions at Jupiter Asset Management, Hill
Samuel Asset Management and Mercury Asset Management. Mr. Bernays
currently serves on several boards including Hermes Pensions Management,
Trinity College, Oxford, Save the Children Fund and Royal College of
Obstetricians and Gynecologists. He was educated at Eton and Trinity
College, Oxford.

 Sir Anthony Greener Director

Sir Anthony Armitage Greener was appointed to our board of directors in
2007. Sir Anthony is based in London and is the Chairman of the
Qualifications and Curriculum Authority. He formerly served as Deputy
Chairman of British Telecom and Chairman of Diageo plc. Prior to that, he
was the Chairman and Chief Executive of Guinness plc and the Chief
Executive Officer of Dunhill Holdings. Sir Anthony was also previously
appointed on the board of directors of Robert Mondavi, Louis Vuitton Moët
Hennessy, Reed International and Reed Elsevier plc. He is presently a
independent director of Williams Sonoma. Sir Anthony was honored with a
knighthood in 1999 for his services to the beverage industry.

 Deepak S. Parekh Director

Mr. Parekh became a member of the board of directors with the completion

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of the company’s initial public offering in 2006. He currently serves as the

chairman and chief executive officer of Housing Development Finance
Corporation Limited (HDFC), based in India. He also serves as a director on
the board of several companies such as Siemens Ltd., HDFC Chubb General
Insurance Co. Ltd., HDFC Standard Life Insurance Co. Ltd., HDFC Asset
Management Co. Ltd and The Indian Hotels Co. Ltd.. Formerly he was on
the board of ICI India Ltd., National Thermal Power Corporation, The
Dharamsi Morarji Chemicals Co. Ltd., Pathfinder Investment Co. Pvt. Ltd.,
Automart India Ltd. and Asset Reconstruction Company (I) Ltd..  For his
contributions to the fields of trade and industry, Mr. Parekh was awarded
“Businessman of the Year” in 1996 from Business India magazine and
“Padma Bhushan” in 2006. The “Padma Bhushan” is an award conferred by
the President of India and given for distinguished services in any field. Mr.
Parekh holds a Bachelor of Commerce degree from Bombay University and
is designated as Chartered Financial Accountant from England and Wales.

 Jeremy Young Director

Nominated by Warburg Pincus, Mr. Young was appointed to the board of
directors in 2004. He focuses on business services and is also a director of
WP Maverick Ltd, Fibernet Communications and Warburg Pincus Roaming
II S.A.. He previously held various positions at Baxter Healthcare
International, Booz, Allen & Hamilton International and Cellular
Transplant / Cytotherapeutics before joining Warburg Pincus in 1992. Mr.
Young holds a Master of Arts degree in English from Cambridge University
and a Master of Business Administration from Harvard Business School. 

SERVICES PROVIDED BY IT :

 Industry Focused Solutions :

 Banking and Financial Services

 Communications
 Healthcare
 Insurance
 Shipping and Logistics
 Manufacturing
 Retail and Consumer Products
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 Travel and Leisure

 Utilities and Energy

 Cross Industry Solutions:

 Customer Care
 Finance and Accounting
 Legal Services
 Procurement
 Research and Analytics
 Transformation Solutions

 Now I focus each services which is provided by MNS BPO Industry:

 Banking and Financial Services :

WNS helps leading BFS companies to ‘extend their enterprise’. Our deep domain
expertise, global delivery network and strong focus on operational excellence
allows companies to focus on their core business while WNS delivers business
processes, and supports decision making through its rich research and analytics
capabilities.

WNS combines industry best practices and proprietary tools and methodologies to
deliver Banking BPO and Financial Services Outsourcing services across Retail
Banking, Commercial Banking, Investment Banking, Mortgage, and Wealth
Management. We add value to our client’s business by improving their customer
satisfaction, unlocking cost efficiencies and streamlining processes through
continuous improvements and technology optimization.

 Communications :

In today’s turbulent environment, the Telecommunications industry has been

considering out-of-the-box strategies to help weather this uncertainty.
Telecom outsourcing or leveraging BPO (business process outsourcing) is
one such strategy being adopted by industry leaders. Telecom companies
outsource various functions of the business from call center outsourcing to
maintaining and supporting mature product lines to more recently co-
developing sophisticated 3G node elements.

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At WNS our employees, working as an extension of our clients, help

Telecommunications companies unlock the potential of their value chain. WNS’s
telecom outsourcing solutions comprise a range of BPO (business process
outsourcing) services such as call center outsourcing, finance and accounting
outsourcing, billing operations outsourcing and other core/non-core processes. By
adopting WNS’s telecom outsourcing solutions, telecommunication companies
drive growth, achieve cost efficiencies, improve customer retention and improve
new service innovation.

Our service offerings include

At WNS our employees, working as an extension of our clients, help

Telecommunications companies unlock the potential of their value chain. WNS’s
telecom outsourcing solutions comprise a range of BPO (business process
outsourcing) services such as call center outsourcing, finance and accounting
outsourcing, billing operations outsourcing and other core/non-core processes. By
adopting WNS’s telecom outsourcing solutions, telecommunication companies
drive growth, achieve cost efficiencies, improve customer retention and improve
new service innovation.

 Healthcare :

WNS’s Healthcare Business Process Outsourcing solutions help healthcare

companies ‘extend their enterprise’. Our deep domain expertise, global delivery
network and strong focus on operational excellence allow healthcare companies to
focus on their core business while WNS optimally delivers their business
processes. As a preferred healthcare BPO provider, WNS combines industry best
practices and proprietary tools and methodologies to improve patient satisfaction,
reduce operational costs while streamlining processes through continuous
improvements and technology optimization.

 Insurance :

The insurance industry is challenged by competitive pressures, changes in

customer loyalty, entry of new players and a stringent regulatory environment, all
of which are pressuring insurers to change their business models, streamline
operations, and improve processes. Industry leaders are increasingly turning to
insurance outsourcing to help them compete and grow.

Building upon our deep experience of delivering business processes for several of

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the world’s leading insurers, WNS combines deep domain expertise, strong talent
and operational excellence to allow insurers focus on their core business while
WNS delivers business processes such as industry specific processes, finance and
accounting, business and financial research, analytics, and optimizing the power of
technology.

Our insurance outsourcing service offerings extend across the insurance value
chain of Property and Casualty, Life, Pensions, and Annuity.

 Shipping and Logistics :

WNS is a preferred Shipping and Logistics BPO provider to companies across Air,
Express, Trucking, Shipping/NVOCC and 3PL (Third Party Logistics). Building
on our extensive experience of delivering shipping and  logistics outsourcing
solutions for leading companies, WNS combines deep domain expertise, strong
focus on alignment with our clients, and operational excellence to allow shipping
and logistics companies to focus on their core business while we deliver their
business processes.

 Manufacturing :

Manufacturing companies must rapidly move towards a globally integrated

business model. Managing this complex globally integrated business model is
driving companies to leverage outsourcing as a key strategy plank.

At WNS, our employees, working as an extension of our clients' enterprises, help

manufacturing enterprises leverage outsourcing as a strategy for competing better
in the global marketplace.

 Retail and Consumer Products :

WNS helps a number of the world’s leading CPG and Retail brands to ‘extend
their enterprises’ by leveraging outsourcing of key business processes in order to
become more agile and gain competitive advantage. Our deep CPG and Retail
domain expertise, strong talent pool and focus on operational excellence help
companies focus on their core business issues while their team at WNS delivers
their business processes.
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The combination of our comprehensive offerings, industry best practices and

proprietary tools and methodologies add value to our clients by helping them
improve customer service, optimize marketing spends, reduce operational costs
and streamline processes through efficiency, quality and productivity
improvements.

 Travel and Leisure :

Building on its experience of over a decade in managing a shared services center

for one of the world's largest airlines, WNS's BPO services portfolio includes
processes that support the entire travel and leisure industry.

Our deep domain expertise, qualified and experienced talent pool and strong focus
on operational excellence help companies focus on their core business issues while
their team at WNS focuses on managing their processes.

The combination of our BPO offerings, industry best practices and proprietary
tools and methodologies add value to our clients' processes by helping them
improve customer service, reduce costs and streamline processes through
efficiency, quality and productivity improvements.

 Utilities and Energy :

At WNS, we engage with our clients to become part of their extended

organization. We deliver a range of business processes outsourcing services to
the Utility and Energy industry that enables our clients to focus on their core
competencies and thereby gain a competitive edge in the market place.

 Cross Industry Solutions

 Customer Care Outsourcing:

Building on track record of supporting the customer-facing functions of some of

the world’s leading companies, WNS ‘extends your enterprise’ by delivering
customer service outsourcing solutions including call center outsourcing services
to enhance customer engagement, increase revenues and gain competitive
advantage. Our deep domain expertise in customer-facing business functions,

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strong talent pool, and exquisite focus on operational excellence help you focus on
your core business issues while WNS delivers your customer care processes.

 Finance and Accounting Outsourcing :

WNS ‘extends your enterprise’ by leveraging our deep finance and accounting
functional expertise, industry intimacy, focus on operational excellence and global
delivery model. CFOs outsource accounting services to WNS so that their
internal teams focus on core business issues, while the WNS team delivers to goals
of standardizing finance and accounting processes, transforming the finance
operations and lowering costs.

 Legal Process Outsourcing :

WNS helps clients reduce costs of their legal process and more importantly, have
their associates focus on spending more time with clients thereby creating greater
value for the organization.

 Procurement Outsourcing :

By partnering with WNS, our clients are able to achieve rapid, sustainable
improvement in their procurement performance. Our procurement BPO (business
process outsourcing) services deliver several benefits including sustainable long
term savings in procurement that directly impact the bottom line. Our employees
focus on managing our clients' indirect and non-strategic spends by delivering
process efficiencies and measurable savings quickly.

 Research and Analytics Outsourcing :

The challenge faced by companies today is discerning the needs of the customer in
the face of decreasing brand loyalty and of competition in an increasingly global
marketplace. WNS's research and analytics outsourcing services help companies
better understand their customers, providing insight-based business decision
support. Business insights that help our clients answer the following questions

■    Why is market share decreasing in certain        products and geographies?

■    Is the pricing of products and services        appropriate?

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■    How can I better understand my customers?

■    How can I draw insights from a plethora of       customer data?
■    How can I gain greater efficiencies to support my Investment decisions?
■    How can I track products, portfolios, markets, competitors and targets
regularly
       and more effectively?

Leveraging our deep research and analytics expertise, industry intimacy, focus on
operational excellence and a robust global delivery model, WNS helps leading
companies make insight-based business decisions.

Our comprehensive services, which include analytics, market research, and

business and financial research, provide actionable insights to companies across a
range of industries such as Banking and Financial Services, Consumer Packaged
Goods, Insurance, Manufacturing and Retail

 Transformation Solutions :

WNS offers a broad suite of end-to-end services designed to enable Sustainable

Business Change by architecting transformational solutions that are driven by our
focus on achieving “Operational Excellence” for our clients. We achieve this by
leveraging:

 Operational Transformation
Drive operational excellence and achieve step-change business strategies
leveraging:
o Global Operations with Lower Cost Operating Models
o Process Re-engineering, Benchmarking, and Best Practices
o Domain and Technology Innovations

 Sustainable Change
Architect a transformation vision / roadmap that incorporates organizational
change and enables sustainable business results.

 Actionable Insights
Leveraging WNS's strength in Analytics to enable actionable insights that
drive direct business impact.

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CLIENT OF WNS :
T-Mobile UK Selects WNS Philippines to Provide
Customer Care

WNS (Holdings) Limited (NYSE: WNS - News), a leading provider of global

business process outsourcing (BPO) services, today announced that WNS
Philippines has signed a Letter of Intent with T-Mobile, one of the world’s largest
mobile operators, to provide customer care for its UK based customers. The T-
Mobile network is one of Britain’s largest, with 17.1 customers, providing
coverage to 99 percent of the UK population.

WNS Philippines will handle inbound customer calls for T-Mobile UK’s prepaid
subscribers. The WNS associates will support a full spectrum of customer care
services ranging from price plan inquiries to handset issues such as lost, stolen or
faulty phones. The contact center staff will manage queries on promotions, charges
and credits and roaming, and alert new customers to the range of subscription
benefits.

WNS Philippines is a joint venture between WNS Global Services and Advanced
Contact Solutions (ACS), a global contact services provider, based in Manila,
Philippines to offer contact centre services to global clients across a full range of
industries.

“T-Mobile is committed to ensuring that our customers receive the best care at all
times. We are recognized for our superior customer service, and by leveraging the
capabilities of WNS Philippines, we will take our customers’ experience to the
next level,” said Russell Taylor, T-Mobile UK’s Customer Services Director. “We
have chosen WNS Philippines as our partner because they bring a deep
understanding of customer needs, have a track record of operational excellence and
most importantly, are aligned to our values.”

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Victor M. Endaya, President and CEO of ACS Philippines said, “We are confident
that our team will deliver the high standards of customer service that T-Mobile is
known for,” He added, “T-Mobile UK’s vote of confidence also affirms The
Philippines as the customer care destination of choice.”

About WNS

WNS is a leading global business process outsourcing company. Deep industry and
business process knowledge, a partnership approach, comprehensive service
offering and a proven track record enables WNS to deliver business value to some
of the leading companies in the world. WNS is passionate about building a market-
leading company valued by our clients, employees, business partners, investors and
communities. For more information, visit www.wnsgs.com.

Safe Harbor Statement under the provisions of the United States Private Securities
Litigation Reform Act of 1995

This news release contains forward-looking statements, as defined in the safe

harbor provisions of the U.S. Private Securities Litigation Reform Act of 1995.
These statements involve a number of risks, uncertainties and other factors that
could cause actual results to differ materially from those that may be projected by
these forward looking statements. These risks and uncertainties include but are not
limited to technological innovation; telecommunications or technology

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