Evolution Funding: Better insight. Faster action. Stronger customer outcomes.
Evolution Funding is the UK’s largest used auto finance platform, connecting automotive retailers, customers and lenders to make finance journeys simpler. Combining finance, technology and compliance, Evolution is committed to helping partners deliver better customer experiences, conversion and service.
“I’m really passionate about the opportunity that the Voyc solution presents us with and I feel like we’re only just scratching the surface of the insight we can gain and the difference it can make.”
The starting point
Before Voyc, Evolution Funding relied on manual review to understand what was happening across more than 600,000 customer calls a year. With a strong focus on customer service and high standards across its operations, teams were spending more than 50 minutes reviewing an individual call, while only 1–4% of calls could be assessed. That made it harder to spot patterns, identify where customers needed additional support, and act quickly on opportunities to improve.
What changed
Evolution Funding adopted Voyc to turn customer conversations into actionable customer understanding. Richer data gives teams a clearer view of what is costing them and where they can improve. Personalised risk alerts surface what needs attention, while tailored scorecards and reports go wider than performance, showing the trends and patterns behind compliance, service quality and the customer journey, good and bad. Teams can focus on the conversations that matter most, act sooner, and use real customer conversations to make coaching more relevant.
“The reality of frontline operations is that mistakes happen. Voyc’s ability to review every call using an automated scorecard allows us to provide timely and effective feedback, helping our teams learn and correct mistakes faster. This has already improved both compliance and service quality across customers, dealers, and partners.”
+20%
Caught in minutes, not in next month’s audit
Managers no longer have to wait for next month’s audit to understand what’s happening. Real-time alerts on compliance breaches, vulnerability and customer dissatisfaction allow the team to act quickly when it matters. Within the first three months, compliance errors fell by 20%. Managers now have a clear view across the team, with the insight to identify issues early and take action where it can have the greatest impact, ensuring regulatory standards are met while delivering the best possible customer outcomes.
81%
Friction found across the full journey, not just one call
Richer insight across the end-to-end journey surfaces patterns that were previously hidden, including where a customer query or issue is not fully dealt with the first time. Evolution can see the moments that cost the call, the agents who need support and what is already working well, while understanding more about what customers need. Managers can act on those signals immediately, giving agents targeted support on the issues affecting resolution so they handle them sooner. First call resolution has reached 81%, 4–9 percentage points above the industry average, creating a smoother journey from first contact to resolution.
+2,000
Action taken on proof, not assumption
Customisable alerts surface risk signals including potential vulnerability and dissatisfaction, giving teams the exact conversation and moment to act. In three months, Voyc flagged more than 2,000 conversations carrying risk signals, helping Evolution identify where additional support was needed. This also surfaced accessibility needs, including customers with dyslexia or low literacy. In response, Evolution introduced verbal contracts rather than assuming every customer could process a written one, helping the team adapt the customer journey to different needs while maintaining its high standard of service.
