Adrian Flux:
customer story
Adrian Flux
Adrian Flux is a specialist motor insurance broker founded in 1973, offering cover across a wide range of vehicle types, including classic cars and motorcycles, as well as home and travel insurance.
Today, the company works with a panel of more than 40 insurers and is the UK’s largest independent specialist motor insurance broker.
Adrian Flux has built a strong reputation for delivering bespoke insurance solutions tailored to the needs of every customer, in line with its commitment to provide “Insurance for the Individual.”
Hear it from Adrian Flux
The Challenge
Before Voyc, Adrian Flux relied on manual, sample-based processes to review calls.
As the business grew, maintaining the high standards of customer service and performance that are core to the organisation became more complex and time-intensive, particularly across three key areas:
Call Auditing, Call Listening, and Coaching.
- Manual Call Auditing: Team Managers searched recordings to find representative samples for each clerk, with only a relatively small sample of each clerk’s total calls reviewed due to time constraints.
- Manager Time Spent Reviewing Calls: Reviewing calls was time-intensive, with some taking up to an hour to gather the insight needed to assess performance before quality discussions with clerks.
- Limited Coaching Visibility: Coaching relied on anecdotal feedback and relatively small samples, making it harder to confidently assess individual performance.
- Slow Call Retrieval: Calls had to be located using customer details and listened to in full to identify relevant information, delaying responses and sometimes requiring customer callbacks.
The Solution
Adrian Flux adopted Voyc to strengthen call quality, improve visibility, and support their culture of continuous improvement, aligned from day one with their approach of:
“coaching, not QA.”
- Monitor 100% of customer calls, removing reliance on manual sampling.
- Provide full transcripts and summaries, giving a clear record for management, team motivation, and coaching.
- Enable instant search across calls, allowing managers to go straight to relevant moments without full playback.
- Track performance across all calls, giving visibility into trends, recurring issues, and areas of focus.
- Support coaching with consistent, objective insight, enabling targeted development for each clerk.
- Ensure consistent handling of new processes, using configurable scorecards and alerts.
- Automatically flag key signals within calls, including potential vulnerabilities, so teams can act quickly.
The Results
Full visibility and insight across every call
100% of calls are now monitored and scored, removing the need for time-intensive manual sampling.
Clear visibility into performance across all calls, supported by transcripts, summaries, and reporting.
A reliable, searchable record of every interaction, making it easy to review what was said.
Call summaries used directly in audit logs, reducing manual documentation required by Team Managers.
Now we receive 100% of our calls, all scored for us, and audited.
Our managers really love the call summaries that are presented on Voyc. Every audit that we log on our system requires a brief summary of what happened on the telephone call. Rather than having to type it out manually themselves, it’s now a simple copy and paste job from Voyc onto our audit log.
Improved efficiency and faster resolution
Significant time savings for Team Managers, with all clerk calls scored and reported on in Voyc, removing the need to manually find representative samples.
Team Managers can instantly find calls and go straight to key moments, without listening to full recordings.
Customer enquiries are resolved faster, often without callbacks, as teams can quickly access the exact information they need.
More time spent reviewing performance and supporting teams, rather than gathering information.
Previously, we would have had to listen to a call from start to finish. Now we can simply put in a keyword. It will take us directly to that point of the call and mean that a particular case may be wrapped up a lot quicker than it would’ve been before.
Coaching and performance development at scale
Manual sample-based reviews have been replaced with data driven coaching, supported by scoring, transcripts, and summaries across 100% of calls.
Team Managers quickly identify trends and recurring issues, focusing development where it matters most.
Real call moments and examples used in coaching, making feedback practical and actionable.
- Improved productivity and team performance, enabled by workflows that allow quick task assignment and visibility of activity, helping Department Managers and trainers identify where to improve performance.
Consistent visibility enables strong performance to be identified and reinforced, supporting a positive coaching culture and ongoing development.
Less time gathering information, more time supporting clerks, as calls no longer need to be manually searched and reviewed in full.
Now we can give more detailed feedback to the staff members based on all the calls they're doing rather than just a limited number. So yes, we get more data, but also, we can find trends more quickly. We can act upon that as well to give them all that feedback, coaching and guidance.
Compliance, vulnerability handling, and customer outcomes
Team Managers can review and act without delay, with alerts triggered when specific topics appear in calls.
Potential vulnerabilities automatically identified, with clear evidence customers were supported appropriately.
Consistent, high-quality handling is maintained, with tailored scorecards allowing new business processes to be monitored across all calls.
Customers receive appropriate support throughout their journey, with follow-up actions assigned through workflows.
Greater visibility and earlier intervention, improving consistency, customer outcomes, and reducing risk.
Voyc has had a significant impact on how we help our vulnerable customers...We can make sure that they were handled in the way that they need to be, based on their own individual needs.
For any new procedural change, which in our industry we get quite a lot of, with alerts, we can quickly monitor it. Has it been implemented straight away? We can act upon it if it hasn’t.