Capitec Bank Transforms In-Branch Customer Experience and Efficiency

Automating forecasting and scheduling frees up time and reduces risk

bank teller customer
white and gold pattern

The results

  • Reduced scheduling & forecasting time

  • Increased customer satisfaction

  • Improved staff engagement

capitec bank logo

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WFM for Branch reduces risks and improves automation

By introducing an enterprise-wide view into the work, people, and processes across Capitec’s branch network, Verint is helping the bank reduce the risk of overstaffing, overtime, and shrinkage. Simultaneously, the Verint software is helping the bank automate routine administrative tasks, identify time-off opportunities, and provide employees with the schedules they prefer.

Since going live, Capitec has experienced a number of specific benefits using Verint WFM for Branch:

  • Increased productivity: Reduced the time branch (and assistant) managers devote to workforce forecasting and scheduling from half of each working day to 10 minutes per day. Managers now devote 80 percent of their day dealing directly with customers. The bank also reduced the time regional managers take to prepare for regular reporting calls from one day to 10 minutes.
  • Increased operational visibility: Gained complete insight into all parts of the branch organisation, resulting in a shared understanding of who’s doing what, when, and for how long.
  • Increased agility: Scheduling and forecasting data is now available in real-time, accelerating decision-making, increasing innovation, and enhancing the customer experience.
  • Maximized staff capacity: Enabled the bank to pool branch resources across teams and align incoming work, backlog, and activity types with employee skills and schedules.

Capitec also leverages Verint Workforce Management in their call centers. “Verint Workforce Management is so flexible and feature-rich that we intend to automate every aspect of branch and call centre reporting,” Karl concludes. “We are already using the solution to display 50 KPIs – such as branch consultants’ productivity reports – and more will follow. Verint is playing a vital role in helping Capitec align operations, meet today’s increasing customer expectations, and deliver consistently exceptional customer service.”

Explore Verint WFM for Branch Capabilities

Featured Verint solutions

  • Branch Workforce Management

    Bank and credit union branches are evolving into true customer engagement centers.
  • Workforce Management Solutions & WFM Software

    Powerful workforce management software improves both the customer and the employee experience while helping your organization achieve its goals.

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