Case Study: NatWest boosts agent engagement and scheduling flexibility with QStory

NatWest - Customer Case Study

NatWest, one of the UK’s largest banks, had a vision to empower its colleagues to deliver a better customer experience. Their challenge was the reliance on rigid manual processes to manage over 5,000 agents, which prevented them from being agile and from productively redeploying agents' free time to training and coaching. To address this, they turned to QStory and its workforce management solutions.

By implementing QStory, NatWest gave its agents greater flexibility and autonomy through an app for self-managing schedules. The vendor’s solution introduced a Time Bank feature to automatically track and bank overtime, and it automatically identified and scheduled available time for e-learning. The results were significant, including utilizing 3,000 hours of time for training monthly, saving 48 hours of manual effort on holiday requests, and increasing schedule adherence to 86%.

NatWest

Phil Baker

Customer Experience Lead