Ensure Compliance & Improve Customer Outcomes
Protect your customers. Reduce risk. Improve efficiency. Grow revenue – all while staying compliant.
At Voyc, we combine AI-powered call monitoring with human expertise to help regulated firms achieve better outcomes.
Let's have a look at how Voyc works
Voyc helps keep your business protected
Voyc protects the interests and reputation of your business, by instantly alerting you to risk-related issues in 100% of customer interactions.
Our people-focused AI-boosted solution gives you clear insight into the experience of your customers – helping you drive improvement and focus training support precisely where it’s needed.
This leads to better customer outcomes and a measurable uplift in key customer satisfaction metrics, such as Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS).
Below are some clear examples of how Voyc has enabled compliance solutions in the UK Market place.
Protect
Identifying vulnerable customers
Voyc is designed to spot vulnerable customers and to drive the right behaviours through the business.
It’s quick and easy to configure Voyc to raise alerts when any customer interaction shows signs of potential vulnerability. In fact, Voyc identifies 70 different types of customer vulnerability.
Your supervisors and managers can act swiftly in response to these alerts and Voyc provides clear evidence, if required, of the action taken.
You can read more on our Vulnerable Customers page.
Protect
Ensuring high
compliance standards
Voyc is an award-winning software solution that delivers rigorous compliance monitoring for 100% of customer interactions.
With Voyc, you can raise and protect standards in areas such as mandatory script adherence and checking customer understanding. Every type of interaction is included – from customer service and collections to advised and non-advised sales.
The comprehensive MI delivered by Voyc gives clear evidence of actual compliance performance. Detailed reporting covers interactions with any single customer or group of customers – from a single conversation up to a full customer journey spanning months or even years.
Imagine having a system that monitors customer interactions 24/7 and highlights areas of improvement!
Protect
Controlling and reducing financial risk
Some errors and omissions in customer interactions can be particularly costly. A forgotten question or an overlooked disclaimer can lead to substantial ex-gratia payments being made to customers – especially in financial services.
In the insurance market, errors like these can also lead to problems with reinsurance agreements – due to increased risk of claims.
By spotting these situations and raising instant alerts, Voyc helps firms to correct errors without delay – potentially avoiding substantial unnecessary costs as well as reputational damage.
Key Outcome: Voyc uses ALL the voice-based data to provide clear insight that helps you to drive specific actions that Protect your business which means peace of mind for leadership, colleagues and customers.
Client experience
Voyc helps you save
Improving operational efficiency, QA, sales and collections, identifying vulnerable customers and providing evidence of compliant processes. The system allows you to do all of this with minimal resource which means savings for the company along with increased oversight.
Here are some clear examples of how Voyc has helped to produce enhanced results with less cost.
Save
Transforming call
handling efficiency
Voyc spots and highlights call handling errors and omissions that cost businesses money, time – and potentially, your reputation.
Voyc sends instant alerts to focus attention on key problem areas, such as “red flag” words and missed compliance phrases. And it helps reduce handling times and the need for callbacks.
“Dead air” is another key issue that Voyc rigorously highlights. In fact, it has reduced dead air from 20% to just 3% of call time for some clients. That means much higher productivity without the cost of additional call handlers.
Save
Focusing QA where
it matters most
Voyc takes care of 100% of the monitoring – leaving the QA teams to focus on any issues as they arise. This means that the timely information enables quality coaching and training where it’s needed most.
Save
Settling complaints
without costly escalation
Regulators, such as the UK’s FCA require complaints to be handled within strict timescales – after which they can be escalated to the ombudsman. That’s usually an expensive and time-consuming matter for firms – Voyc can help you avoid this reality.
By helping you intercept complaints early, Voyc also delivers measurable uplifts in customer satisfaction. The data that Voyc produces helps identify the root causes of complaints – identifying clear ways to help reduce them further in the future.
Key Outcome: Voyc cuts through the clutter to highlight errors or areas that need attention. By identifying clear cases quickly, the system not only allows you to spend considerably less time finding the issue, it also does it in real time so you can address issues before they become a problem.
Client experience
Voyc helps you grow
Most Call Monitoring solutions focus on Protection and Time saving to varying degrees.
At Voyc we recognise that compliant activity and sound commercial outcomes can run alongside each other and, in many cases, support each other. Take, for example, cross sales activity. Many argue that relevant add-on products should be offered to all customers.
Voyc helps you to ensure that account managers and agents are doing this repeatedly and that it is part of the standard offering. Not only does this allow the end customer to choose appropriate products, it means that they are informed and if they elect to take an add on product then this also leads to additional revenues for the company – all conducted in a compliant fashion.
Below are some additional examples of how Voyc can improve your bottom line.
Grow
Boosting quality
sales growth
While Voyc was originally set up as quality and compliance solution, many Clients now also use Voyc to drive increased revenues by increasing sales and driving cross sales penetration rates.
There is a well-used phase in Sales, “If you don’t ask, you don’t get”. Unfortunately, many customers are not offered certain products for many reasons:
The account manager may simply forget to advise the customer of their options.
The agent may assume that a secondary product is not of use to a certain customer.
The employee may not be well versed in a product’s features and benefits so needs training to address this gap.
Voyc recognises when a cross sales opportunity is appropriate and can be configured to remind an account manager or agent of the need to offer a product via configurable notifications.
Grow
Driving increased sales through monitoring, reporting and training.
Customised MI and analytics give you deep insight for effective sales management whilst also providing solid evidence in the event of complaints, disputes and regulatory requests.
Our sophisticated, real-time reporting can even advise a manager or team leader of the need to address a particular opportunity. Voyc produces reporting to highlight missed opportunities by account manager, Team or platform.
Mostly we see that simple and timely intervention and training helps to change agent behaviour which means that end customers get the products they need and delivers enhanced earnings for the company.
Voyc isn’t limited by volume. You can increase your sales team as required and still enjoy 100% monitoring from both compliance and sales perspective.
In regulated markets, Voyc adapts to advised and non-advised sales and helps ensure that advice is only given where permitted.
Grow
Easy to implement
You can support the quality of sales calls easily using Voyc’s drag and drop call guide builder. This ensures that conversations remain natural – providing customers with the correct responses and information they need at every stage, whichever direction the call takes.
Key Outcome: Increased sales whilst ensuring customers are offered the right products at the right time. Voyc pays for itself many times over by driving the best behaviours and practices at agent level – where your customers interact with your Brand.
Client experience
