Super agents SBR - From start up to speed

The purpose of this document is to highlight some achievements we have made through our revisions and show our roadmap

1. Super Agents @ WNS

2. May Project go live with 25 FTEs Competency enhancement June Batch 2 : 28 Curriculum Enrichment Executive call listening sessions RWC Framework July Batch 3 : 16 T3 introduction August Batch 4: 20 Journey So Far 18% 15% 14% 13% Agent Profile: 4 Years in Customer Service Excellent Communication Skills Amadeus & Sabre Trained End to End Ticketing Experience

3. Sept Batch 5 : 14 Oct Nov Curriculum Enrichment 2.0 Mock Call Scenario Bank Dec Q1-Q2’23 Transform from Reactive to Intuitive TX T I M E L I N E S L I D E Journey continues……way forward 14% 14% Ramp Preparation & Leadership Augmentation Cross Site call listening sessions RWC Framework

4. WNS Super Agent – Ramp Plan 400 Agents Synopsis: Project to operate out of 3 locations: Manila Iloilo Bombay Key Considerations: 100% Street to Seat Overall timelines of 36 weeks post sign off End State HC to be 400 across locations Number per site are subject to change basis talent availability Assumptions: Alterative Site in Bombay (Vikhroli) Work from home model to be explored post 90 days of employee onboarding upon gaining proficiency (Training + 4-6 weeks of production) WFH Model to be explored in Pune / Gurgaon in India basis talent availability

5. 5 Reactive – Intuitive TX What do our Travellers want from us today? What will be they expecting of us tomorrow? Prompt Response Resolution Ownership : Follow-up till the closure of the issue Mistake proofing: Identify the Process Gaps and fix them Proactively / Intuitively identify the travellers need / pain point Contact the traveller before they contact us

6. How can we do this? Reactive (Must Have) Proactive Intuitive (Good to have) Enhancing IVR / VNext to identify repeat calls and route it straight to SA Potential Used Cases: FTC / Vol Exchange calls where the customer was undecided during first contact Failed Chat Transactions : 10 mins idle Proactive calls to travellers with FTC expiry in 60 days Using Speech to Text a& Sentiment Analytics to determine customer propensity of call back Analyze Traveler Digital foot-print to enable intuitive outreach throughout the booking lifecycle Tier 3 Level Access to manage refunds through access to ARC & BSP Manager T3 & Social Media cases in situations of higher volumes Sales Force: To be used as a case management tool for end-end ownership What we need? What can we do? Long Term Medium Term Short Term Traveller Experience ITINs with multiple ASC

7. RWC (Resolve with Care) Intervention Summary Objective: To continuously augment Super Agents performance and interactions with customers; To enable them to be consultative, solution oriented, manage difficult conversations and empathize effectively with passengers Approach: Introduced a checklist with distributed weightage on Experience & Resolution parameters (RWC Framework : Resolve with Care) Consultative & Facilitative Coaching Approach on the above methodology Effort Details Extensive Call Listening & Coaching (~100 sessions across sites) Mock Calls & Role Plays (~140+ practice sessions across sites) Group Refresher Sessions (~30 sessions across sites) Number of Trainers: 2 Total Investment: ~200 + hours Results Summary Category Parameter INITIATE Opening & Introduction Verification Recording Disclaimer COMPREHEND Active Listening & Issue Comprehension Acknowledgement (of Stated and Unstated Needs) CARE Courtesy & Connect COMMUNICATE Assurance & Ownership Proactive & Positive Clarity & Effort RESOLVE Offering Solution Customer Satisfaction CONCLUDE Going the Extra Mile Professional Goodbye Accurate System Notes Parameters Measured: Scores TE 1 TE 2 TE 3 TE 4 Pre RWC 58% 75% 66% 74% Post RWC 82% 82% 77% 80% Average Improvement 24% 7% 11% 6% Manila Mumbai Scores TE 1 TE 2 TE 3 TE 4 TE 5 Pre RWC 67% 73% 74% 71% 88% Post RWC 79% 82% 76% 78% 95% Average Improvement 12% 10% 2% 7% 7%

8. Banners and Danglers 9

9. Super Agents Logo Desk drops - 10

10. 11 "I just wanted to send appreciation to your colleague as he has done an amazing job! We have spoken to many agents but we spoke with him he immediately gets what we wanted and has a resolution to it" Audie Misa "John Ruselle was so good and efficient. He was able to answer all of my questions. He's so kind, patient, and professional. I will recommend Expedia to my family and friends" John Ruselle De Jesus "John Arnel is awesome, he is very patience in assisting me. You have a great team because of him, I travel a lot and most of the customer service i spoke with were rude, but he is awesome" John Arnel Diones “We just wanted to commend Chanette as she is an amazing person, she's so clear and fast and she makes difficult things easier. you should look after her, she's been great” Chanette Palito "The agent, Pooja, was very knowledgeable!She was right on it when i told her of my issue and took care of it swiftly. Best customer service I have had in a long time. Pooja Iyer "Huzaifa helped me with my booking. He was extremely knowledgeable, helpful, caring. He went out of his way to get my reservation done. Kudos to him. Give him a raise. You need people like him representing your company" Huzaifa Katachi "The representative on the phone, Zainab, was outstanding. She was very thorough and helpful, resolving my issue within a reasonable amount of time. Zainab Khan "The support staff who helped me through the issue was extremely helpful and understanding. They made the whole process quick and stress-free." Sujit Nair Super Agent - Bombay Customer Sentiments Super Agent - Manila Customer Sentiments