British Airways Extends Outsourcing Contract With WNS

WNS, a leading provider of global Business Process Outsourcing (BPO) services, today announced a 20-month extension in the outsourcing contract with its founder company, British Airways (BA), UK’s largest flag carrier airline.

Under the renewed service agreement, WNS will focus on further strengthening the back-office operations centre of excellence that delivers a range of airline operations, including customer relations, fares and PNR servicing requests, passenger and cargo revenue accounting, finance and accounting, research and analytics, revenue and yield management and HR shared services.

“This is an extremely proud moment for us; we are delighted to take this fifteen-year-old relationship with BA to the next level of growth. BA continues to be one of our most important and exciting clients and with the new service agreement we aim to provide strategic benefits to both parties, and drive further innovation for BA,” said Keshav R Murugesh, Group CEO, WNS Global Services.

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The contract extension through to January 2014 will align the BA-WNS relationship with modern BPO practices that provide strategic benefits to both partners, with increased focus on process improvement and driving a cultural change en route to innovation and partnership.

Under the renewed contract, WNS will introduce enhanced deliverables and a new service quality scheme, along with best practice sharing programs from other WNS clients and sectors. The engagement will embark on newer investments in technology, process improvement, Lean, Kaizen and Six Sigma reviews to provide greater access to functional leadership with a consultancy lead approach and increased operational efficiency.

“We are delighted to extend our partnership with WNS. The company has a highly professional and experienced delivery team, which clearly understands our project goals and requirements. This has enabled us to realise significant cost efficiency and business value operationally, over the years,” said Philip Osmond, Director of Business, British Airways.

WNS was created as a pioneer venture of outsourcing by British Airways as its back-office operations early in 1996 in Mumbai with less than 300 employees. Fifteen years down the line, BA still plays a leadership role in assessing what it can do differently and getting the best out of its partners; and has renewed its contract with WNS, which has at present approximately 1,000 resources working on the BA account across Mumbai and Pune locations.