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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 do
WyzMindZ 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 we
different
WyzMindZ Services blends deep domain expertise & experience and
technology to provide world class analytics. Time tested statistical and
quantitative 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
Copyright @ WyzMindZ Solutions Pvt. Ltd.

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

Comprehensive
service that includes
Forecasting,
Capacity Planning,
Scheduling,
Fulfillment, Vendor
Management &
Follow-up,
Inventory
Optimization
Analytics
Technology
platform of Wyzion
Pro is built to mine
large data sets and
can be easily
customized for
various scenarios.

WyzMindZs Service Suite
BUSINESS
INTELLIGENCE &
INFORMATION
SYSTEM
PLANNING &
OPTIMIZATION
SUITE
QUALITY
MANAGEMENT
SERVICE
WyzMindZ team works for clients as an extended team focused on delivering world class
Enterprise Performance Solutions with significant cost advantage
Copyright @ WyzMindZ Solutions Pvt. Ltd.

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

RECRUITMENT
PROCESS ANALYTICS
(RPA)
RISK ASSESSMENT &
ATTENUATION
YANTRA
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.
Wyz Raay
BUSINESS INTELLIGENCE &
INFORMATION SYSTEM
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WyzionPRO BI Service
Overview
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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 world
class 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 & Simulative
REPORTS)
Technology platform of WyzionPRO is built to mine large data sets and can be easily customized
for various scenarios.
Copyright @ WyzMindZ Solutions Pvt. Ltd.
WyzionPRO BI Features
Fast &
Accurate
Technology
Benefits
What ifAnalysis
Multiple Scenarios
Quick Turnaround
Secured Web based Online
Access (Verisign Certified)
Intelligent Algorithms
Flexible & Customizable
Multi-level Data Security
Preempt & Estimate Risks
Optimization of Resources
Transparency in the Process
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RECRUITMENT PROCESS ANALYTICS
WyzHire Process Close loop
Framework
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TREND
ANALYSIS
RULE BASED
EXCEPTION
ANALYSIS
DATA PROCESSING
CLUSTER
ANALYSIS
FUZZY LOGIC
DECISION TREE
DATA CAPTURE
Resume &
Person
Documents
Hiring
Information
Sheet
Other
Sources
DASHBOARD /
OLAP
ACTIONABLE
INTELLIGENCE
HIRING
DECISIONS
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
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Question to Ponder
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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
Managed
Services
Forecasting
Models
Profitability &
Productivity
Analytics
Attendance &
Time Capture
Systems
What if &
Scenario Based
Solutions
Dedicated
Program
Mgmt
Guaranteed
Returns
Flexible &
Customized
Delivery
Zero Risk
Engagement
WyzMindZ Differentiators
Tangible results through Effective WFM
Best in Class WFM Governance
Area Goals
Metrics 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-time
reporting
Execute plan in real time
Scheduling 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
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Benefit Case Study - WyzPlan
Case study : Improving Service level & Abandon Performance without adding additional
manpower
The Challenge : A leading ISP provider had outsourced its inbound contact centre to a Third party vendor. The
Third partys inbound call center supports the customer in three languages. The clients were facing persistent
issues with poor performance on key performance indicators like Service levels, Answered levels, Average call
handling time & low Productivity per agent per day. Poor performance on these metrics was directly impacting
the ISPs 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
Copyright @ WyzMindZ Solutions Pvt. Ltd.
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 %agefrom 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 calls
being answered in 30 sec within 3 weeks of engagement
d. Dip in abandon %age significantly reduced repeat calls (due to abandonment). Overall volumes for the
queue 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 avoid
calls).
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RISK ASSESSMENT
&
ATTENUATION YANTRA
Wyz Raay
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Copyright @ WyzMindZ Solutions Pvt. Ltd.
ACD / Dialer / Login
Information
Key Agent
Performance
Metrics
Key Process
Performance
Metrics
Key Business
Performance
Metrics
Trend
Analysis
Rule Based
Exception
Analysis
Decision
Trees
Cluster
Analysis
Fuzzy Logic
Early Warning
Systems
Business Risks
Risky Teams
Risky Agents
Raw Data WyzRaay Machine Intelligence
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
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Copyright @ WyzMindZ Solutions Pvt. Ltd.
Third Party Call Monitoring -
Structure
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Actionable Intelligence
Action
Close-Looping
Deliverables
Form Creation
Sampling
On-Line
Calibration
Process Level Intelligence
Agent Level Intelligence
Customer Intelligence
Statistically Valid
Unbiased & Independent
TL QA - Trainer
QA QA
Role Clarity
Agent
Feedback
Process
Feedback
Certification
Training
Process
Recruitment
Process
Agents:
Optimally Skilled
Feedback
Confirmation
Process:
Effective &
Optimized
Opportunities
Identified
HAPPY
CUSTOMERS
EFFICIENT
PROCESS
RESULTS
Wyz
Loop
Copyright @ WyzMindZ Solutions Pvt. Ltd.
Why WyzMindZ for QA Outsourcing ?
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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 3
rd
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
WyzMindZs Clients
Clients include industry leaders across industry verticals (BFSI, Healthcare, Manufacturing, Telecom etc.)
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Copyright @ WyzMindZ Solutions Pvt. Ltd.
INDIA OFFICE
42/43, J.C. Industrial Estate
Bangalore, INDIA 560062

+91 80 2686 0916
+91 90 90360 777 66

UK OFFICE

81 , Hood Avenue,
South Gate, London
UK - N14 4QJ

Info@wyzmindz.com
www.wyzmindz.com

Naveen Sharma
Vice President

Naveen.sharma@wyzmindz.com
+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 Sastry
Director

Mahidhar.sastry@wyzmindz.com
+91 99864 41777

in.linkedin.com/in/mahidharsastry
Connect With WyzMindZ
Sachin Manan
Vice President

Sachin.manan@wyzmindz.com
+91 99996 19993

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

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