Specialist Motor Finance: customer story
6x more coaching with 50% less resource (2→1 QA)
25% more vulnerable customers identified (real life example here)
A 21% performance gap identified in ability to pay questioning across collections associates
- Live in 77 days from contract to measurable impact
About client
Specialist Motor Finance is a UK car finance lender serving around 20,000 sub prime customers, supported by a 64 FTE customer facing team including 30 collections agents. The business manages high volumes of regulated customer interactions and focuses on delivering flexible, supportive customer experiences.
The Operations Director led the evaluation of Voyc, with the CEO approving the purchase in March 2025. Voyc was selected for use by Compliance and Training managers to scale oversight, strengthen coaching, and evidence Consumer Duty outcomes without increasing headcount. The platform was implemented in just 77 days following a four month sales cycle.
Specialist Motor Finace Videos
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The Challenge
Before Voyc, Specialist Motor Finance used manual QA to review a limited sample of customer calls. As the business grew and Consumer Duty expectations increased, several challenges became clear:
- Limited Monitoring Capacity: The QA team could review only around 130 calls per month, approximately 2.5% of total call volume.
- Minimal Insight Despite Added Cost: Additional QA staff increased coverage to 4%, but meaningful insight or assurance remained low.
- Vulnerability Identification Challenges: Limited monitoring, combined with associate confidence gaps, hindered proactive vulnerability handling and support.
- Resource Intensive Associate Training: Manual identification of coaching calls was time consuming and labour intensive, with some coaching plans taking up to two months to deliver.
- Inconsistent Coaching Methods: Without detailed insight, training was often applied broadly rather than prioritising associates who needed it most.
- Scalability Issues: As call volumes increased, the manual QA approach could not scale, increasing cost, operational strain, and risk.
The Solution
Specialist Motor Finance selected Voyc to deliver immediate visibility, deeper insight, and scalable assurance across every customer interaction. Voyc enabled SMF to:
- Monitor 100% of customer calls, removing reliance on small samples and eliminating blind spots across the customer journey.
- Bring quality and compliance data into one place, with simple drill down by call type, call section, and key words or phrases.
- Automatically flag quality and compliance risks, with a strong focus on identifying customer vulnerability.
- Build and refine quality scorecards quickly and flexibly, allowing performance measurement to evolve alongside business and regulatory requirements.
- Generate clear, auditable evidence of customer outcomes, giving senior management and regulators confidence in Consumer Duty compliance.
- Support intuitive workflows for QA, training, and coaching teams, reducing manual effort and speeding up feedback cycles.
- Enable targeted coaching and development, using precise call moments and transcripts to evidence learning opportunities.
- Scale Voyc insight and training through self service learning resources as the business grows.
- Deliver measurable time and cost savings, allowing teams to focus on higher value work rather than manual processes.
Client experience
The Results
Key results and impact
- 100% call monitoring: Coverage increased from 2.5% to 100%, with 15,910 calls fully monitored between May and October 2025.
- Strong compliance performance: 97.4% of monitored calls passed and verified compliance standards set by the business.
- Improved vulnerability identification: A 25% increase in vulnerable customers identified since implementing Voyc.
- Reduced regulatory exposure: At least £3450 in potential FCA redress was avoided between July and September 2025, as vulnerability alerts enabled the team to contact customers and provide additional support before it was too late.
- Major QA cost savings: A 98% reduction in manual QA time, delivering savings of 1 FTE in time, equating to £27,000 annually.
Training and coaching
- Targeted, evidence-led coaching: Voyc insights enable SMF to design focused training that addresses specific issues such as compliance gaps, missed statements, and soft skill development, while ensuring coaching is delivered to the associates who need it most.
- Significant uplift in coaching speed and quality: Improved access to data and insight has reduced coaching preparation time, cutting delivery from up to one month to under one week.
- Improved performance through timely action: Managers can act on flagged issues from individual calls in near real time, helping associates improve more quickly and consistently.
- Greater QA efficiency: Automated monitoring reduces manual review effort, allowing the QA team to focus on qualitative improvements such as tone, empathy, and style.
Client experience