{"id":16417,"date":"2024-02-27T10:00:45","date_gmt":"2024-02-27T10:00:45","guid":{"rendered":"https:\/\/qstory.ai\/us\/?page_id=16417"},"modified":"2026-03-24T14:42:23","modified_gmt":"2026-03-24T14:42:23","slug":"natwest","status":"publish","type":"page","link":"https:\/\/qstory.ai\/us\/customers\/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>

Request 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 utilized 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},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":22,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-16417","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/16417","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/comments?post=16417"}],"version-history":[{"count":4,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/16417\/revisions"}],"predecessor-version":[{"id":17797,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/16417\/revisions\/17797"}],"up":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/22"}],"wp:attachment":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/media?parent=16417"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}