Case Study: Tatra banka achieves optimized 24/7 contact-centre staffing and improved customer service with Verint Systems' Workforce Management

Tatra Banka - Customer Case Study

Tatra banka’s DIALOG Live contact centre operates 24/7 with highly variable shift lengths, specialist roles and no IVR—which delivers customers directly to live agents but makes workforce planning complex and time-consuming. A shift toward sales, with longer calls, further increased the risk of longer customer wait times and put pressure on managers to ensure the right number of skilled agents were available at all times.

Tatra banka implemented Verint Workforce Management with system integrator Soitron (two-month rollout plus trial), using 15-minute interval forecasting, historical call-volume data and predefined rules to automate scheduling. The result was more accurate shift distribution, higher service availability and quality, reduced manager planning time, and an optimized contact centre that better supports customer satisfaction.

Tatra Banka

Ľuboš Ková

Director