Case Study: Yorkshire Building Society achieves accurate forecasting and reduced overtime with Verint Systems' Impact 360 Workforce Management

Yorkshire Building Society - Customer Case Study

Yorkshire Building Society, a mutual financial organisation founded in 1864 with more than one million members and assets over £10 billion, faced growing pressure on its contact centre (about 178 agents handling 6,000–8,000 calls/day during peak periods). Scheduling was managed in Excel as the operation expanded and moved to two sites, making it difficult to cope with seasonal call spikes, multi-site rostering and the need for more accurate forecasting and staffing.

In October 2000 the society implemented Impact 360 Workforce Management to provide centralised, virtual scheduling across sites, web self-service, real-time agent adherence and skills-based scheduling. The system improved forecasting (most forecasts within a 4% differential), cut perceived overtime, saved planning hours, optimised breaks and shift fairness, supported recruitment planning with “what‑if” scenarios, and enabled extended service hours and a multi-skilling programme—boosting staffing flexibility and service levels.

Yorkshire Building Society

Greg Thorley

Resource & Planning Coordinator