Required compliance training has to be completed and documented, however busy the queues get.
Complaints, disputes, fraud claims and hardship conversations cannot be rushed to protect an average handle time.
Work spans the contact center, the back office and, for banks and credit unions, the branch network.
Enova International, which provides online financial services to consumers and small businesses, runs its 600-agent US contact center on QStory, with time-off approvals and schedule moves automated and voluntary time off (VTO) offered with more precision.
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 Building Society, the UK’s largest building society, won The Forum Partnership Award 2026 with QStory for its back office partnership, and records 1,000 fewer hours of lateness a month. Direct Line Group, the UK insurer, is also among QStory’s customers.
QStory balances live contact volumes against actual staffing, finds the periods where agents would otherwise be idle, and schedules training, coaching and one-on-ones into them automatically.
It connects to your learning management system to track each person’s progress, so the training that has to be documented gets done inside the working day rather than piled up at the end of a quarter.
More on this in achieving contact center compliance.
We need to evidence 15 hours of FCS 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.
Case handling, payments, disputes and fulfillment carry service commitments of their own, and in financial services they often matter more than anything else on the list.
QStory’s Work Item Manager acts as a back office ACD, routing and prioritizing work items and reporting on them consistently alongside voice and digital channels. More on back office workforce management.
The same scheduling engine covers branch and field teams, so nearby locations can share resources instead of each carrying its own slack. See integrating frontline and back office teams.
In financial services, 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.
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. Agents 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.
Data is encrypted in transit and at rest.
QStory works to the compliance frameworks relevant to contact centers, 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 afterward; it covers back office and branch work as well as the contact center; and it protects required training and coaching time instead of surrendering it to the queue. Enova International, NatWest, Nationwide Building Society and Direct Line Group run on QStory.
Yes. Enova International runs its 600-agent US contact center on QStory, using intraday automation, schedule optimization and employee engagement. In the UK, NatWest and Nationwide Building Society both use QStory, and Nationwide’s back office partnership with QStory won The Forum Partnership Award 2026.
Yes. QStory schedules training into periods when agents 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. Enova International uses QStory to be more precise about when it offers VTO, so agents get the time off they want without hurting customer service. Agents get schedule flexibility through the QStory app, within guardrails that stop schedule moves from damaging service levels.
Yes. The Work Item Manager routes and prioritizes back office work like a contact center 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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