QStory helps the planning and operations teams manage over 3,500, multi-skilled, agents at Nationwide Building Society – giving front line staff greater flexibility and empowerment while simultaneously improving contact centre performance.

The Problem

Nationwide Building Society’s planning team was inundated with requests and manual processes, they had become administrators rather than analysts. They wanted to give agents more flexibility and control over their shifts and breaks, but couldn’t do so without causing mountains of admin.

They wanted to ensure that their multi-skilled agents were deployed in the best way, to ensure customer queries were handled effectively.

Agents can now arrange to meet their friends for a coffee. That might seem like a small thing, but it’s had a massive impact on happiness and wellbeing.”

Planning Manager
Nationwide Building Society

QStory’s Impact

Nationwide have been able to predict and match supply and demand with ease, resulting in the more efficient use of available time.

Team leaders are empowered to manage their own schedules, and agents can self-serve requests for sickness, lateness, shift moves and holiday.

The real-time planning team has seen a huge reduction in manual tasks, freeing them up to focus on analysis and optimisation.

The Results


of available time moved to offline work, by the team leaders, each month


self-served by agents each month


of manual effort saved per month through automated reporting


of offline work rescheduled per month to keep agents on customer contact to protect service levels


in lateness


increase in