Advantage Finance: Compliance proven. Coaching multiplied. Outcomes improved.
Advantage Finance is a leading UK motor finance lender that looks beyond credit scores, building lending decisions around each customer’s individual needs and circumstances. Meaningful conversations sit at the heart of how the business treats every customer it serves.
“It gives us the evidence to protect us from the regulatory position. And it helps us to improve the level of service to our customers, by giving us training points to help our staff to get better.”
The starting point
Before Voyc, Advantage Finance relied on manual QA to review just 1 to 2% of customer calls, leaving most conversations outside the sample. Potential vulnerability, performance gaps and operational risk could sit unseen, and Consumer Duty raised the need to evidence good customer outcomes across collections, support and sales.
What changed
Advantage Finance adopted Voyc to get insight and action from every customer conversation. Calls are scored automatically against tailored scorecards, while personalised alerts and workflows, configured around Advantage's own processes, surface potential vulnerability, risk and issues that need attention. Teams can go straight to the relevant conversation and moment, identify coaching needs and act quickly. Richer insight shows the patterns behind customer treatment, compliance and performance, rather than relying on individual samples.
“This is a massive win for us, great risk mitigation.”
+ 600%
Focused coaching, not paperwork.
Coaching feedback given to agents has grown by more than 600%, now that scoring happens automatically across every call rather than a manual sample. That frees the QA team from listening to full recordings and writing up reports by hand, so they can focus on where coaching will make the biggest difference. The richer insight also surfaces specific training gaps, including missed credit-rating warnings, so teams can build coaching around what the conversations actually show.
+90%
The right support, triggered the moment it matters
Personalised alerts surface potential vulnerability across all four FCA drivers, giving teams the exact conversation and signal that needs attention. Advantage can review the case quickly and connect customers with the right support where needed. Just a few months after implementation, more than 90% of vulnerability cases flagged by Voyc had been verified and resolved each month.
98.5%
Strong outcomes, with the evidence behind them
Richer insight gives Advantage a clear view of performance across collections, with an average compliance result of 98.5% over six months. Teams can drill straight into the conversations behind the result, giving management clear evidence of customer treatment. Automatic alerts also surface wider operational risk, including missed written confirmations for voluntary terminations, an issue now fully resolved, and gaps in payment-card recording controls.
