Case Study: Nedbank achieves four-fold contact-centre growth, improved sales and staff retention with Verint Systems' Impact 360 Workforce Management

Nedbank - Customer Case Study

Nedbank Group, one of South Africa’s largest banks with major contact centres in Johannesburg and Durban, faced growing complexity in scheduling extended hours, multi‑skilled agents across 60+ products, and compliance with complex labour laws. Reliant on spreadsheets, the planning process became unsustainable as operations expanded from roughly 150 agents to more than 1,000 and added multiple channels (voice, email, SMS, IVR).

Nedbank deployed Verint’s Impact 360 Workforce Management and centralised forecasting and scheduling with a small planning team, enabling multi‑site, skill‑based rostering, shift swapping, adherence tracking and better visibility into workloads. The solution scaled seamlessly to support a four‑fold increase in agents without expanding the planning team, improved sales performance and retention, reduced overtime/overstaffing, and shifted the organisation from reactive to proactive resource planning.

Nedbank

Dawie Van Der Merwe

Head of Workforce Optimisation, Nedbank