QStory: Writing Cold Emails That Convert For an SaaS Client

I partnered with an SaaS client, developing a series of disruptive emails to facilitate outreach to senior staff within the financial services industry.

Subject line: Wondering why your agents never stick around?

Hi [NAME],

I’m [NAME] from QStory. I wanted to reach out and tell you how we can make life easier for your contact centre agents.

Given that their average tenure is just 11 months, this stuff really matters. And that turnover rate isn’t just a statistic – it’s hurting your bottom line.

I’m not just talking about your recruitment budget, either. Think about the cost it takes to train new agents – and the customer service impact while they’re getting up to speed.

QStory has helped organisations like NatWest unlock hidden capacity and create a happier, healthier working environment for their agents. In fact, NatWest’s attrition fell from 65% to 22% (and this 30-sec clip explains how). Would love to chat about doing the same for you. Let me know if you can spare 15 minutes to jump on a call. Till then,

[NAME] [POSITION]

Subject line: What it’s really like as a [COMPANY NAME] agent Hi [NAME],

As a [POSITION], I know you’ve got a lot on your plate. But so do the people on your contact centre’s front line. Like this: missing out on a last-minute travel deal because your annual leave took too long to approve. Or fumbling through a tough customer call because your training keeps getting axed. 

These are just some of the challenges contact centre agents face every day – but with QStory, you can change that. We identify pockets of available time and turn it into development time, scheduling in that training when it wouldn’t impact your SLAs. Using the same tech, agents can also move shifts, get their annual leave auto-approved, and match breaks with their mates. 

I’d happily show you around the platform. If you’re interested in a demo, I can call/video chat whenever suits you – just let me know a date and time and I’ll get it set up.

[NAME] [POSITION]

P.S. See how QStory transforms agent experiences here in the meantime: qstory.ai/solutions/agent-engagement

Subject line: Would you apply for this job?

Hi [NAME],

[NAME] from QStory – just checking in. If you remember, we specialise in finding available time in your contact centre schedule and using it to give agents greater flexibility and development? 

Right now, agents aren’t happy. Think about it – would you jump at a job description like this?

Benefits and responsibilities:

Constant performance monitoring and benchmarking

Training that often gets cancelled at short notice

Must be on calls 85% of the day

Must take specific breaks and lunches

Little control over your schedule

Let me know when you next have 15 mins free for a quick call or Zoom. You can also take a look at our website to see what we’ve achieved for organisations like [COMPANY NAME]. Speak soon,

[NAME] [POSITION]

Subject line: Something to mention in next year’s appraisal?

Hi [NAME],

So, what if you could be the one to change that 11-month agent tenure statistic? What if you could turn their job description into something genuinely tempting? It’s the stuff promotions are made of, isn’t it?

Occasionally, a project comes around that’s genuinely transformational – and that’s QStory. We recently interviewed Simon Seperaghan from NatWest about his (pretty bold) goal to transform the agent experience:

[VIDEO]

[NAME] [POSITION]

Subject line: What you can learn from Nationwide and NatWest Hi [NAME],

Do the names Nationwide and NatWest ring any bells?

I had a feeling they might.

So, why do I want to talk to you about your competitors? Well, while others’ customer bases have been shrinking, theirs is steadily growing. It begs the question – how are they doing it?

It’s simple, really. They invest in their contact centre agents. They’re tackling attrition and burnout head-on. And it’s no secret that when agents are happier, they’re better at their jobs.

I’d love to chat to you about how integrating QStory into your tech stack can take your operations to the next level. Dare I say it’s the difference between just getting the job done and being an industry leader.

[NAME] [POSITION]

Subject line: I edited your CV…

Hi [NAME],

Hope you don’t mind, but I took the liberty of updating your LinkedIn profile for you.

Increased agent coaching by 87%

Implemented flexible shift patterns for agents

Reduced agent attrition by 43%

Significantly improved customer satisfaction

QStory takes your hidden capacity – when you’ve got more staff than current demand – and uses it for things like compliance training, one-to-one coaching, or letting agents move their shift for a dentist appointment… Happier, more engaged agents means more productive agents – not to mention better stats for your quarterly reports.

The best part is that you get all the credit. 

Let’s hit publish on that profile.

[NAME] [POSITION]

Subject line: Agent attrition is out of control – here’s how NatWest fixed it

Hi [NAME],

[NAME] from QStory again here. Look, you don’t know me – but I know quite a lot about you. 

Sorry, that came out creepier than I imagined in my head. What I meant to say is – I know a lot about your contact centre. I know your agents are central to your customer service, and I also know they’re not happy.And when your agents aren’t happy, it affects your entire operation.

QStory understands all the little complexities and unique challenges faced by organisations like yours. It’s why I’m reaching out to you specifically – as someone with the power to steer positive change.

Until you find a way to effectively combat agent attrition, you’ll be stuck struggling to deliver consistently good CX and keep control over your costs.

We helped NatWest overcome it (this case study says it best), and we can help you too. Reach out when you’ve had a chance to read it over.

[NAME] [POSITION]

Subject line: Let’s reshape your legacy

Hi [NAME], I’m aware that reaching out to someone out of the blue to speculate on their hopes and dreams is a little… forward. But I’m going to go ahead and do it anyway.

As a leader, you leave behind a legacy based on the impact you make. There are other factors that contribute to your success, of course. Your contact centre agents, for one. Their experience ultimately determines the lasting effect of your leadership at [COMPANY NAME]. And I’ll tell you what I’ve been hearing thrown around contact centres lately. “Stress” and “burnout” spring to mind. Is this the legacy you want to leave behind?

QStory’s cutting-edge platform empowers contact centre leaders like you to make a real difference to the lives of your agents. Everything they need – flexibility over their shifts, a say in their schedule, the proper training to handle increasingly difficult calls – it all happens when QStory gets to work spotting available time in your schedule. 

[NAME] [POSITION]

Subject line: It’s your prints on the first domino to fall

Hi [NAME],

Hope this email finds you doing better than contact centres right now! Here’s the thing. Cancelling training to protect service levels leaves your agents unprepared for calls. You’ve probably heard that stat making the rounds recently: ‘difficult’ calls have gone up by 100% in the last two years and 96% of agents feel stressed weekly. 

Lack of flexibility in their schedules for stuff like holidays and appointments also makes agents more likely to burn out or disengage. And all these factors impact your CSAT scores. It’s the classic domino effect.

The good news is that you have the power to stop that first domino from falling. We’ve already helped industry leaders like NatWest and Nationwide stop sabotaging their success, so we’re ready to do the same for [COMPANY NAME].

Let me know when you’re free for a 15 min chat, and I’ll show you around the platform.

[NAME] [POSITION]

Subject line: Cancelling training to protect SLAs? Big mistake. Huge.

Hi [NAME],

It goes without saying that lack of training goes hand in hand with agent attrition. So why do contact centres cancel sessions left, right, and centre? If your answer is to safeguard service levels, I’ve more bad news for you: cancelling training might seem like a quick fix to hit SLAs, but agents without the right knowledge struggle to meet customer expectations – and then they struggle with the fact they’re struggling.

That decision to cancel one little session creates a domino effect that turns into one big problem. Longer call durations, increased hold times, and frustrated customers are just the tip of it. Agents who don’t feel valued and supported are more likely to look for work elsewhere.It’s such a problem that we’ve managed to fill an entire infographic, so let’s chat about a training approach that works. When’s good for you?

[NAME] [POSITION]

Subject line: I’ve done the maths – inflexibility costs £1,800 an agent

Hi [NAME],

A little birdie told me your planning teams have been putting out fires recently.

OK… there is no birdie – the real reason I know this is through exhaustive research and solid stats. I guess I just can’t stand anyone else taking credit for my work. Especially not a bird. Come on.

But that’s beside the point. What I came here to say is: your planning teams are quick on their feet – constantly juggling maintaining excellent service levels with managing ever-evolving schedules. They’re working incredibly hard to find the perfect balance, and it’s costing more than you realise… 

Contact centres want agents to be flexible to meet customers’ needs. But they’re not willing to offer them that same flexibility when it comes to their work-life balance. It’s why they struggle to keep them more than a year. Recruiting a new agent in the financial services industry costs up to £1,800, and it takes almost 12 months to get them fully trained. Discover the real cost of this domino effect [HERE], and then let’s get some time in the diary? 

[NAME] [POSITION]