Adrian Flux: Every call scored. Every clerk coached. Every signal acted on.
Adrian Flux is the UK’s largest independent specialist motor insurance broker, working with a panel of more than 40 insurers since 1973.
“It’s one of the first things people log into in the morning, and the last thing they log out of in the evening.”
The starting point
Before Voyc, Adrian Flux relied on manual, sample-based call reviews. As the business grew, this became more time-consuming and made it harder for managers to get a clear view of performance. Finding and listening to calls took significant time, only a small number could be reviewed, and ensuring new procedures and regulatory requirements were applied consistently across the floor became challenging.
What changed
Adrian Flux adopted Voyc to improve call quality and visibility, aligned from day one with their approach of “coaching, not QA.” Every call is now scored and audited automatically, giving managers instant access to the moments that matter. Coaching is evidence-led, built on each clerk’s own calls rather than a general overview. New procedures and regulatory requirements can be implemented and consistently followed within days of introduction, and customer vulnerability is flagged instantly for attention, with evidence showing how each situation was handled.
“When it comes to the time that Voyc has saved, it’s really hard to put into words, to be honest, because it’s massive.”
Richer data
Coaching built on every call, not a handful
Managers no longer hunt for representative samples. Every clerk’s calls are automatically scored, so managers can focus on the calls that matter and bring every clerk towards the behaviours that result in the best outcomes for customers and the business. Automatic call summaries are pulled straight into the audit log, freeing managers to focus on higher-value work with their teams.
Risk signals
Support that fits the individual customer
Automatic flags surface risk and potential vulnerability for review, with evidence to show how each customer was supported and whether the right approach was followed. Managers see the moment the signal appeared rather than a score at the end of the month, so the customer gets the right treatment while it still matters to them.
Faster resolutions
Enquiries settled in one search, not a replay
Managers instantly locate the right call with a keyword search and land on the exact moment they need, instead of replaying the call end to end. Less time gathering information, more time acting on it. Customers are supported sooner, often without needing a callback.
