Regulated contact centres carry obligations a general scheduling tool does not account for. Mandatory training hours have to be completed and evidenced. Complaints, vulnerable customer conversations and complex cases cannot be rushed to protect an average handling time. Work spans the contact centre, the back office and, for banks and building societies, the branch network.
On top of that, demand arrives unplanned. A rate change, a systems outage, a fraud event or a storm can reshape a day in minutes. Planning alone cannot answer that, which is why QStory runs the day as well as plans it.
NatWest, one of the UK’s largest banks, identifies and repurposes over 400,000 hours of idle time a year for coaching and development, and reduced attrition from 65% to 22%.
Nationwide, the UK’s largest building society, won The Forum Partnership Award 2026 with QStory for their back office partnership, and records 1,000 fewer hours of lateness a month. Direct Line Group is also among QStory’s customers.
QStory balances live contact volumes against actual staffing, finds the periods where colleagues would otherwise be idle, and schedules training, coaching and one-to-ones into them automatically. It connects to your learning management system to track each person’s progress, so the training that has to be evidenced gets done inside the working day rather than bolted on at the end of a quarter.
“We need to evidence 15 hours of approved training per colleague per year. It was a massive challenge to get this done, and in fact we never did, but now QStory handles it.”
L&D Manager, insurance company
More on this in achieving contact centre compliance.
Yes, and in financial services that usually matters more than anything else on the list. Case handling, payments, complaints and fulfilment carry service commitments of their own, and they are where backlogs hide. QStory’s Work Item Manager acts as a back office ACD, routing and prioritising work items and reporting on them consistently alongside voice and digital channels. The same scheduling engine covers branch and field teams, so nearby locations can share resource instead of each carrying its own slack.
See back office workforce management and integrating frontline and back office teams.
QStory reforecasts the day continuously. When a shortfall appears it protects the queues and reschedules everything else; when a trough opens it moves offline work into it. Colleagues are nudged back on plan and routine requests such as swaps and breaks are handled within rules your planners set and can see, so every automated change has a reason attached to it. Full detail on the real-time adherence and intraday automation page.
QStory supports role-based access control, audit logs and activity tracking, and encryption in transit and at rest, and works to the compliance frameworks relevant to contact centres including GDPR and ISO 27001, renewed this year and reported in the 2026 ESG update. Ask our team for the security pack if your procurement process needs the detail.
Financial services buyers usually shortlist the large suites such as NICE, Verint and Calabrio alongside specialists. QStory’s case rests on three things: it is built intraday-first, so the day is corrected as it happens rather than reviewed afterwards; it covers back office and branch work as well as the contact centre; and it protects mandatory training and coaching time instead of surrendering it to the queue. NatWest, Nationwide and Direct Line Group run on QStory.
Yes. NatWest and Nationwide both use QStory, and Nationwide’s back office partnership with QStory won The Forum Partnership Award 2026.
Yes. QStory schedules training into periods when colleagues would otherwise be idle and connects to your learning management system to track completion, so the requirement is met inside the working day and the record exists to show it.
Yes. The Work Item Manager routes and prioritises back office work like a contact centre ACD, and the same scheduling engine covers branch and field teams.
Customers have recorded a 14.5% increase in adherence in their first year with QStory.
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