Branch Workforce Management and Customer Engagement
Bank and credit union branches are evolving into true customer engagement centers.
Capitec Bank Reduces Manager Scheduling Time from Four Hours to 15 Minutes per Week
This leading South African bank is using Verint to spearhead its next phase of growth. Their use of Verint solutions has reduced the time branch managers devote to scheduling from four hours to 15 minutes per week and saved 1,000+ people at least one day per month in overtime management.
Results
4 hours to 15 minutes
Reduction in time spent scheduling.
$55,000 per month
Saved in overtime administration.
About Capitec Bank
Capitec Bank is the second largest retail bank in South Africa, with 24 million active clients and more than 17,000 staff. Its mission to provide affordable, personalized banking has yielded a compound annual growth rate of 23% since 2012.
Opportunity
Overtime planning and monitoring was previously a paper-based, time-consuming process involving more than 1,000 people. With 860 branches and 1,000+ agents in the contact center (including Capitec Direct, the online lending platform), Capitec needed a more agile and accurate way to ensure the right number of associates and agents, with the right skills, were available at the right time.
“We needed a way to increase workforce capacity without increasing headcount. Verint has enabled Capitec to simplify multi-skilling between branches and Capitec Direct, matching resources to workload. In other words, we can now create an optimal fit between forecasted required workload and the number of associates and agents scheduled,” says Piet Potgieter, Delivery Lead, Capitec Bank.
“This innovation enhances self-service and inspires operations teams. By automating a manual process, Capitec has improved accuracy, reduced administrative workload, and delivered a more seamless experience for all stakeholders involved.”
Solution: Team Planner in the Branch
Verint Open Platform is designed to empower and enable innovation, allowing organizations to further enhance, process, and work with their data from the Verint system. To this end, Capitec has developed a Team Planner for its contact centers to streamline workforce management and enhance operational efficiency. The Team Planner is fed by data from Verint, allowing Capitec to adapt the solution to their own very specific needsBy analyzing the data, Capitec achieves a six-week, forward-looking view that helps managers determine optimal staffing levels and identify how many employees can be granted leave on any given day. For example, the team can forecast the three busiest hours in a given period up to six weeks ahead, taking action to increase resources should they be needed. The solutions allow staff to select their preferred rest days based on operational needs.
This preference is exported to Verint Workforce Management for Branch where it is marked as a Rest Day in the schedule. For example, a branch manager can see that they will be short of one person on a particular day. They can ask that person whether it’s convenient to change their rest day – and if not, move someone from another branch. This not only ensures a well-balanced workforce, but also significantly reduces the administrative burden on managers, allowing them to focus on strategic tasks rather than manual scheduling. For example, managers can see which budgets are at risk across all 860 branches.
Solution: Automated Overtime Calculation
Capitec’s Automated Overtime Calculation system, using bespoke data from Verint and other sources across the enterprise, empowers both employees and the payroll department by ensuring accurate and timely overtime payments. It leverages data from Verint MyTime (Time Records), Verint schedules, and Verint Workforce Management for Branch to automate the complex task of calculating overtime. By analyzing time records against scheduled hours, the system accurately determines both daily and weekly overtime.It considers various factors such as scheduled start and end times, actual clock-ins and outs, and any leave recorded in the schedules.
“Verint has transformed our traditional workforce management into a more dynamic and responsive process. This not only improves operational planning but also enhances the employee experience.”
Benefits
- Increases visibility: Capitec has complete, shared and actionable visibility into branch and call center staffing (almost 3,000 people), enabling the bank to optimize resources up to six weeks ahead.
- Improves employee experience: The tool enhances staff morale. People have visibility into scheduling, reducing friction between managers and staff regarding paid time-off (PTO) requests.
- Increases productivity: Branch managers previously dedicated up to four hours per week to staff planning. This has now been reduced to 15 minutes per week.
- Reduces short planning goal by 78%: Short planning refers to being left with negative FTE differential after planning; i.e., still requiring more resources to ensure service levels are met or adhered to. When short planning is reduced, it means the team has the correct capacity more often, which improves service level. With Verint, Capitec was able to reduce this by 78%.
- Eliminates silos: By sharing staff information, Capitec is breaking down silos, creating a more collaborative and agile culture.
- Increases agility: Capitec no longer relies on spreadsheet-based staff timesheets across 860 branches. People sign in and record their time. Start/end time, working hours, leave and overtime are all calculated automatically, saving managers time but enabling them to easily check and validate the data.
- Increases productivity: Automated overtime planning saves more than 1,000 people (branch managers, regional managers, business managers and payroll staff) at least one day per month, equaling R1million per month savings, or $55,000 in USD.
- Enables timely decision-making: Overtime reporting used to be monthly, with errors and omissions only picked up one month in arrears. The reporting is now in real time, enabling more timely, trusted decision making.
- Saves $60,000 in resources and development: Capitec estimates that the cost of building an equivalent time and attendance system in-house would have cost $60,000 (1m Rand) in resources, hardware, and maintenance.
- Optimizes experience: Intuitive system is fast, engaging, and easy to learn/use.
Potgieter adds, “Verint has enabled Capitec to simplify multi-skilling between branch the Capitec Direct, matching resources to workload.”
Featured solutions
Workforce Management Solutions & WFM Software
Get to know the workforce management (WFM) solution with the highest customer satisfaction ratings in the industry.
Featured case studies
Contact us about Verint Workforce Management for Branch today!
†Wenn wir Sie bereits kennen und Ihre Daten bei uns hinterlegt sind, füllen wir das Formular für Sie vorab aus.
Diese Website ist durch reCAPTCHA geschützt und es gelten die Google Datenschutzbestimmungen und Dienstleistungsbedingungen.
Thank You
Thank you for your request. A Verint team member will follow up with you soon.
