Case Study: Nationwide achieves greater agent flexibility and improved contact centre performance with QStory

Nationwide - Customer Case Study

Nationwide Building Society faced a challenge where its planning team was overwhelmed with manual administrative tasks, preventing them from focusing on analysis. They wanted to empower their multi-skilled agents with greater flexibility over their schedules but could not do so without creating excessive admin work and risking service levels. They turned to QStory for a workforce management solution.

By implementing QStory's solution, Nationwide empowered team leaders to manage schedules and enabled agents to self-serve requests for shift changes, time off, and lateness. This resulted in a massive reduction in manual tasks for planners. Measurable impacts for Nationwide included saving 30 hours of manual effort monthly, a 75% reduction in lateness, and a 5% increase in adherence. QStory provided the tools for Nationwide to successfully balance agent flexibility with operational efficiency.

Nationwide