Voyc gives you clear insights into the experience of your customers as they interact with your business – 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).
Click here to see Voyc helped a leading insurance company boost its NPS to over 60.
Identifying vulnerable customers
Commentators and regulators in a range of industries are raising expectations for standards of care for customers with vulnerabilities.
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.
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 – that Voyc can help you avoid.
In fact, for one leading insurance company, Voyc reduced complaints to the ombudsman by as much as 22%. Click here to read the case study.
By helping you pounce on complaints early in this way, Voyc also delivers measurable uplifts in customer satisfaction. And the data that Voyc produces helps identify the root causes of complaints – identifying clear ways to help reduce them further in the future.
Voyc is an award-winning Regtech 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.
You can read here how by using Voyc, a leading insurer successfully raised its compliance standards by as much as 30%.
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.
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.
Voyc spots and highlights call handling errors and omissions that cost businesses money, time – and potentially their 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.
Focusing QA where
it matters most
Increasing regulation is putting pressure on traditional QA assessors. They need to monitor enough interactions to ensure compliance – and provide sound evidence whenever requested. But most QA teams only have time to monitor a small fraction of interactions: on average about 2%.
Voyc takes care of 100% of the monitoring – leaving the QA teams to focus on any issues as they arise. And to deliver quality coaching and training where it’s needed most.
Voyc isn’t limited by volume. You can increase your sales team as required and still enjoy 100% monitoring.
Customised MI and analytics give you deep insight for effective sales management – and provide solid evidence in the event of complaints, disputes and regulatory requests.
In regulated markets, Voyc adapts to advised and non-advised sales and helps ensure that advice is only given where permitted.
Managing and improving sales performance is another benefit. Voyc generates call quality scores that you can use to calculate remuneration.
And 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.
Supporting collections success
With rising living costs impacting customers, collection of unpaid accounts is now a key focus for many businesses – not least collections agencies.
What’s more, regulators are raising their expectations for the treatment of financially vulnerable customers.
Voyc allows firms to:
You can even configure Voyc to identify and raise alerts on calls where words, phrases and even sentiment indicate that a customer or agent is stressed or showing vulnerability.
This allows designated team members to intervene with additional support before things escalate into a more serious problem.
What sets us apart
See value in less
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