Capitec Speeds Up Branch Banking by 54% Using Verint
Timely and accurate branch workforce forecasts, powered by Verint, help the bank make better decisions every day.
Results
- 54%
Faster client service in branch.
- 95%
Branch staffing forecast accuracy.
- 10%
Improvement to leave planning.
About Capitec
Capitec is South Africa’s largest retail bank. Founded in 2001, it serves more than 25 million active clients through 850+ branches and a workforce of over 17,000 employees. Its focus on affordable, personalized banking continues to drive strong results, delivering 30% year-on-year growth.
Opportunity
Every day, the branch network supports millions of clients, where time to service plays a critical role in the client experience. When clients arrive at a branch, they receive a ticket and wait to be assisted at a service desk. Until recently, around 11% of branch visits took longer than the bank’s service target, according to Piet Potgieter, Delivery Lead at Capitec.
With an average of 3.8 million clients served each month, this meant that around 320,000 people were waiting longer than expected for assistance. “We needed a modern way to plan capacity more accurately, so we could serve clients faster,” says Karl Senekal, Solution Architect at Capitec. “At the same time, we wanted to improve time to service while avoiding overstaffing and unnecessary overtime, supporting lower attrition and stronger employee engagement.”
Timely and accurate branch workforce forecasts, powered by Verint, help the bank make better decisions every day. These insights shape staff planning, support stronger engagement, and enable faster, more consistent service for clients.
As a result, time to service has improved by 54%, reducing average waiting times across 850+ branches. With 95% forecast accuracy, operational teams can plan with confidence and respond more effectively to daily demand.
Solution
Capitec set out to reduce client waiting times and deliver more consistent service across its branch network. To support this, the bank introduced Verint Workforce Management for Branches, alongside custom-built Capitec solutions. Together, these tools enable more accurate planning and better everyday service decisions.
The key innovations include:
The team introduced Verint WFM Branch Forecaster to better predict client demand throughout the day. By breaking forecasts into hourly intervals, branch managers can clearly see when demand is likely to peak and plan staffing more effectively.
This approach helps ensure leave decisions are fair and transparent for staff, while consistently protecting service levels for clients.
Capitec refined its use of Verint WFM Branch Scheduler to better match staffing to client demand. Scheduling rules were set to ensure branches are well resourced during peak periods, while still allowing time for breaks, training and leave. This balance helps teams feel supported and enables faster, more consistent service for clients.
To support continuous improvement, Capitec introduced new service planning KPIs that bring three measures together: forecast client demand, planned staffing, and actual time spent serving clients. Comparing these views highlights where service falls short, even when demand is accurately forecast, often due to scheduling or attendance gaps.
These moments, referred to internally as “own goals,” give managers clear accountability and help pinpoint exactly where service opportunities are missed, so they can act quickly and improve outcomes.
To make performance measures easier to understand and more engaging, Capitec introduced a competitive performance report built around familiar soccer and rugby themes. Branches, regions and business units earn or lose points based on how well they plan and deliver service, creating shared accountability and healthy competition.
As Potgieter explains: “We’re acting across the full workforce management cycle. This includes forecasting interaction volumes, using data to optimize staff schedules, aligning shifts with employee preferences, and managing activity throughout the day.”
“Teams can now clearly see time-to-service targets alongside actual performance at branch level, where targets were missed, where own goals occurred, and how many clients were served.”
Benefits
Capitec delivered meaningful improvements across service, efficiency and staff engagement as part of its time-to-service initiative.
- 54% improvement in time to service
Average waiting times were significantly reduced across the branch network. Around 320,000 of the 3.8 million monthly branch visits previously exceeded the service target. Today, this has been reduced to 180,000. This means that the number of clients waiting longer than expected has decreased by more than 25%. - 95% forecast accuracy at hourly level
High forecasting accuracy has increased confidence in daily operational decisions and strengthened branch-level planning. - Stronger manager engagement through gamification
Branch manager engagement increased by more than 25%, encouraging peer learning and collaboration. Underperforming branches were identified and supported, helping reduce time-to-service breaches and embed a service-first culture. - Clearer link between actions and client experience
Staff now have better visibility into how daily planning and attendance decisions directly affect client waiting times and service quality.
“Reporting has also improved,” says Potgieter. “Teams can now clearly see time-to-service targets alongside actual performance at branch level, where targets were missed, where own goals occurred, and how many clients were served.”
Featured solutions
Featured case studies
This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
Contact us about Verint Workforce Management for Branches today!
†If we know of you from our business directory we will prepopulate the form for you.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Thank You
Thank you for your request. A Verint team member will follow up with you soon.