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 4 Copyright @ WyzMindZ Solutions Pvt. Ltd. WyzionPRO BI Service Overview 5 Copyright @ WyzMindZ Solutions Pvt. Ltd. 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 Copyright @ WyzMindZ Solutions Pvt. Ltd. 8 Copyright @ WyzMindZ Solutions Pvt. Ltd. RECRUITMENT PROCESS ANALYTICS WyzHire Process Close loop Framework 9 Copyright @ WyzMindZ Solutions Pvt. Ltd. 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 10 Copyright @ WyzMindZ Solutions Pvt. Ltd. Question to Ponder 11 Copyright @ WyzMindZ Solutions Pvt. Ltd. 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 Copyright @ WyzMindZ Solutions Pvt. Ltd. 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). Copyright @ WyzMindZ Solutions Pvt. Ltd. 15 Copyright @ WyzMindZ Solutions Pvt. Ltd. RISK ASSESSMENT & ATTENUATION YANTRA Wyz Raay 16 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 17 Copyright @ WyzMindZ Solutions Pvt. Ltd. Third Party Call Monitoring - Structure 18 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 ? 19 Copyright @ WyzMindZ Solutions Pvt. Ltd. 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.) 21 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