Assist Insurance: customer story
“Consider Voyc as a proactive friend; a proactive quality check for a business…It will stop your quality challenges and stop errors.”
– Steve Leech, Managing Director, Assist Insurance Services
About client
Assist Insurance Services is a leading UK insurance provider. It offers protection for customers’ leisure and lifestyle possessions, ranging from holiday homes and park homes to private boats and watercraft. Over the years, growth has been rapid – with an established reputation as a family-run business that delivers outstanding levels of customer service and value.
Assist Insurance Services Videos
The Challenge
Before Voyc, Assist relied on a traditional Quality Assessing method, where the QA team manually listened and scored customer calls. However, with rapid growth in the business, alongside the introduction of tighter regulatory guidelines, such as the Consumer Duty, several challenges emerged:
- Limited QA capacity: The traditional manual QA processes only allowed for monitoring and providing feedback on one call per agent each week.
- Not able to scale the QA team in line with business growth: With rapid business growth, the weekly call volume increased, demanding a need for more QA staff. Assist was unable to scale their sales team without hiring additional QA team members.
- Tighter regulatory guidelines: The need for thorough call monitoring and assessment increased, alongside the requirement to demonstrate how good customer outcomes are delivered.
- Delayed feedback: Due to the time required to complete the call assessment manually, feedback to agents could take several days, diminishing the impact on addressing arising issues.
The Solution
The Assist team carefully outlined key requirements to address their challenges, ultimately leading them to seek a call monitoring solution that could provide the following:
- Quality monitoring and feedback on 100% of customer calls within hours
- Objective assessments of call quality and scores
- Immediate alerts on quality and compliance issues
- Flexible reporting and analysis, from individual agents to business-wide trends
- Robust capability to report problems quickly (internally and with MI for regulators)
- User-friendly interface for operational team members and streamlined coaching workflows to address issues promptly
- Compatible and readily configured to Assist’s quality and compliance requirements
Client experience
The Results
Improved operational efficiency and productivity
- 100% of customer calls are now monitored, compared to the 3-5% manually monitored previously.
- Call monitoring speed has been accelerated: 16 hours of work reduced to just 40 minutes.
- Feedback is delivered to operational areas within hours rather than days, allowing prompt action.
- The need for time consuming listening to call recordings has been eliminated, allowing the QA team and manager to focus on more value-adding activities.
Compliance and customer care
- Voyc automatically identifies interactions that fail to meet regulatory compliance standards, and alerts users (supervisors and the quality assurance team) of calls that need further review and remediation.
- Vulnerability alerts are now being raised when vulnerability signs are present in calls, ensuring Assist customers always receive adequate support and care.
- Overall compliance pass rates have increased from 94% to 97%
- Overall call quality scores have increased from 86% to 97%
- Essential reporting and management information (MI) is now readily available for the regulator.
Training and coaching
- Daily, weekly, and monthly Voyc reports offer actionable insights on individual agent performance and overall team trends.
- Less time reviewing calls means the QA team can coach agents more effectively, an improvement from the manual process of assessing one call per agent each week.
- The turnaround time for training new telephone agents has significantly improved.
- Voyc monitors and tracks periods of dead air during calls, leading to better training, improved agent performance, and enhancing the overall customer experience.
Client experience
