{"id":15970,"date":"2023-09-28T10:25:16","date_gmt":"2023-09-28T09:25:16","guid":{"rendered":"https:\/\/qstory.ai\/us\/?post_type=case-study&p=15970"},"modified":"2023-10-26T11:39:24","modified_gmt":"2023-10-26T10:39:24","slug":"natwest","status":"publish","type":"case-study","link":"https:\/\/qstory.ai\/us\/case-study\/natwest\/","title":{"rendered":"Natwest"},"content":{"rendered":"\r\n
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\"\"<\/div>

QStory supports operations, planning and over 5,000 agents, across over 50 departments, at NatWest, one of the UK\u2019s largest banks.<\/p>\n<\/div>

Book demo<\/a><\/div>\t\t\t\t
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The Problem<\/h2>\n

NatWest had a vision to create a culture which empowered colleagues to deliver a better customer experience. They wanted to identify agents\u2019 free time during their shift and redeploy it to more productive work, such as training and coaching.<\/p>\n

They knew their rigid manual processes and communication methods were holding them back, and wanted to be more agile in reacting to changes in customer demand.<\/p>\n\t\t\t<\/div>\r\n\r\n\t\t\t

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I might be able to see the opportunity without QStory but it doesn\u2019t mean I can realise it.\u201d<\/p>\n<\/div>\r\n\t\t\t\t

Phil Baker<\/div>
Customer Experience Lead
\r\nNatWest<\/div>\r\n<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\r\n\t\t<\/span>\r\n\t<\/div>\r\n<\/div>\n\n\r\n
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QStory\u2019s Impact<\/h2>\n

NatWest\u2019s agents use the QStory app to have greater flexibility and autonomy, they now self-manage shift swaps, changes to schedules, overtime and holiday requests.<\/p>\n

The Time Bank feature has allowed NatWest to track time owed to agents consistently and fairly, leading to huge increases in agent engagement. When a call runs a few minutes beyond the end of a shift, it\u2019s automatically tracked and \u2018banked\u2019, and can be taken by the agent in the future at a time that is convenient for the business.<\/p>\n

QStory now automatically finds pockets of available time and schedules e-learning and development sessions, notifying agents of the changes.<\/p>\n<\/div>\r\n\t\t\t<\/div>\r\n\r\n\t\t\t

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The Results<\/h2>\r\n\t\t\t
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\r\n\t\t\t\t\t\t\t3000<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t
hours<\/div>\r\n\r\n\t\t\t\t\t\t

of available time is utilised each month for training and coaching<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t

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\r\n\t\t\t\t\t\t\t85<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t
%<\/div>\r\n\r\n\t\t\t\t\t\t

of agents use the app to make shift changes and check schedules<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t

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\r\n\t\t\t\t\t\t\t48<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t
hours<\/div>\r\n\r\n\t\t\t\t\t\t

of manual effort is saved each month by automatically approving holiday requests<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t

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\r\n\t\t\t\t\t\t\t6000<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t
minutes<\/div>\r\n\r\n\t\t\t\t\t\t

are banked and repaid to agents each month<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t

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\r\n\t\t\t\t\t\t\t86<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t
%<\/div>\r\n\r\n\t\t\t\t\t\t

adherence, up from 81%<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t

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\r\n\t\t\t\t\t\t\t1000<\/span>+<\/small>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t
updates<\/div>\r\n\r\n\t\t\t\t\t\t

made by agents to their schedules each month<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t<\/div>\r\n\r\n<\/div>","protected":false},"featured_media":0,"template":"","class_list":["post-15970","case-study","type-case-study","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/case-study\/15970","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/case-study"}],"about":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/types\/case-study"}],"wp:attachment":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/media?parent=15970"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}