Case Study: Barclaycard Business achieves 9% operating cost reduction and 11-month ROI with NICE Systems' IEX Workforce Management

Barclaycard Business - Customer Case Study

Barclaycard Business, part of Barclays and the UK’s leading corporate card issuer (142,000 business customers, 500,000+ cardholders), runs three UK contact centers handling 6.2 million contacts a year with 450 agents. The business faced inconsistent resource planning—only one center used formal workforce management while the others relied on spreadsheets—resulting in service levels below target, forecast variance over 6%, more than £200,000 in overtime in six months, and limited visibility into adherence and scheduling.

Barclaycard deployed NICE IEX Workforce Management (multisite and multi-ACD capable) with Schedule Bidding and WebStation to streamline planning and empower agents. The solution delivered a 9% reduction in annual operating costs and full ROI in 11 months, cut overtime by over 40%, improved service levels by 20%, raised adherence to over 95% (an 8% improvement), reduced customer complaints by 66%, increased customer satisfaction by more than 5%, and lowered abandon rates by 4–5%.

Barclaycard

Gary Sharples

Head of Customer Operational Planning, Barclaycard Business