Case Study: VTB24 achieves 5% higher service levels and improved workforce scheduling with Verint Systems' Impact 360 Workforce Management

VTB24 - Customer Case Study

VTB24, a major Russian retail bank with more than 560 branches across 69 regions and a contact centre of nearly 600 agents, faced rapid growth that exposed inefficient, manual workforce processes. Its 24-hour contact centre relied on spreadsheets for forecasting and shift planning, creating inflexible schedules, excess administrative work, recruitment mismatches, low morale, and difficulty meeting customer demand and service levels.

VTB24 implemented Verint’s Impact 360 Workforce Management across more than half of its 580-seat contact centre in under four months, with onsite consulting, train‑the‑trainer programs, and regional support. The automated solution improved forecasting and fair shift allocation, freed managers from admin to focus on coaching, raised schedule adherence to 85–87%, and increased service levels by 5%, while reducing unnecessary hires and improving agent morale and retention.

VTB24

Yury Nosenko

Deputy Head of Quality Control and Monitoring