WNS Global Services
is an international business outsourcing enterprise with offices in 11 different countries. We were commissioned to undertake work for WNS’ Cape Town office in 2018, assisting with the restructuring of the British Gas Call Centre. In particular, staff in three critical roles needed to be realigned to the new business strategy. We approached this project in two separate phases.
Phase One: The goal was to gain a deep understanding of these new roles and – following this – to create unique simulation exercises that would enable WNS to ascertain whether existing staff members were capable of migrating to the new roles that were required of them. This phase was successfully completed and a positive correlation between the assessment results and the performance data of the employees was verified.
Phase Two: We undertook the assessment of a total of 137 incumbents via a battery of measurements, which included additional simulations and psychometric testing. This enabled us to categorise employees according to those who were immediately able to perform the new role effectively, those that required a level of development to achieve the same, and those who would not be able to transition to the new role sufficiently quickly.
The entire project was completed in a record eight weeks and the feedback received from WNS – that our assessments were 99% accurate. This led to it being rolled out throughout the South African offices.