Case Study: Citizens Financial Group achieves 20% reduction in overtime and 52% cost savings with Alvaria Workforce

One of the nation’s oldest and largest financial institutions turns to Aspect Workforce Management to meet customer service goals

Citizens Financial Group, a large U.S. bank with over $130 billion in assets, 1,350 branches and 18,400 employees, needed to ensure the right number of skilled agents were available when customers called to meet service-level targets. Their legacy, off‑support workforce management system couldn’t deliver modern multi-skill forecasting, leading to overstaffing, higher labor costs and longer customer wait times.

The bank upgraded to a hosted Alvaria Workforce solution with multi-skill scheduling and private‑cloud deployment, a seamless rollout that improved forecasting and freed IT resources. Results included a 20% reduction in overtime, an expected 52% cost savings versus an on‑premise option, better agent scheduling and morale, and improved customer service capability.

Citizens Financial Group

Isabel De Almeida

Vice President, Workforce Operations