Case Study: Absa achieves 24% back‑office productivity improvement and R36M ($2M) savings with NICE Systems' Back Office WFM

Absa Improve Operational Efficiency with Deep Insight to Agent Productivity

Absa Group Limited, a South African financial services group with 1,800 back‑office agents, lacked visibility into back‑office activity and struggled to control costs and overtime—problems worsened by remote work—making it difficult to plan staffing, measure productivity, or identify automation opportunities.

Absa deployed NICE Back Office Workforce Management with NICE Desktop Analytics and partnered with NICE Value Realisation Services to run a pilot, drive adoption and integrate insights into scheduling. The rollout lifted productivity from a 58% baseline to 72% (a 24% improvement), added ~24,000 productive hours (equivalent to 114 FTE), delivered R36 million (~$2M) in benefit, increased collections and sales uplift, and saved about 75 minutes per agent per day.

Absa

Fathima Vadia

Head of Workforce Management