Case Study: ABN AMRO reduces staffing costs and boosts employee satisfaction with Verint Systems' Workforce Management

ABN AMRO - Customer Case Study

ABN AMRO, a leading Dutch bank, set out to speed response times in its 24/7 Advice Service Centre—1,400 staff handling more than four million annual contacts—aiming to answer enquiries within 40 seconds 90% of the time. The bank needed to optimize staffing for peak hours, give agents greater autonomy to tailor customer interactions, and introduce a scheduling approach that improved employee wellbeing.

Following consultation with Verint, ABN AMRO deployed Verint Workforce Management for real-time forecasting, schedule optimization and actionable performance insights, with staff involved throughout the rollout. The solution reduced overstaffing and overtime costs, increased satisfaction with scheduling by 15% and work‑life balance from 60% to 80%, and helped agents deliver faster, higher-quality service.

ABN AMRO