Case Study: Capitec Bank reduces scheduling time with Verint Systems

Capitec Bank Reduces Manager Scheduling Time from Four Hours to 15 Minutes per Week

Capitec Bank, a leading South African bank with 860 branches and a large contact center, needed a more agile and accurate way to manage staffing and overtime without increasing headcount. Its paper-based scheduling and overtime planning process was time-consuming and involved more than 1,000 people. Capitec Bank turned to Verint Systems and its workforce management capabilities, including Team Planner in the Branch and Automated Overtime Calculation.

Verint Systems helped Capitec Bank simplify multi-skilling across branches and Capitec Direct, and better match resources to forecasted workload. The results were significant: branch manager scheduling time dropped from four hours to 15 minutes per week, and more than 1,000 people saved at least one day per month in overtime management.

Capitec Bank

Piet Potgieter

Delivery Lead