One Call Insurance: Risk flagged instantly. Costs reduced annually. Time returned to coaching.
One Call Insurance is one of the UK's most prominent insurance brokers, helping customers find the right cover at the right price. From car and home to van, motorbike and travel insurance, One Call offers a wide range of products through a panel of trusted insurance brands, combining competitive pricing with a high standard of customer service.
“We didn’t have to wait a year, two years to see the benefit. We saw it pretty much instantly. Voyc did exactly what it said on the tin.”
The starting point
Before Voyc, One Call relied on manual processes to review customer calls, sometimes taking up to an hour to assess just one. With less than 1% of calls being reviewed, areas of risk and growth went uncovered, while feedback often took up to two weeks to reach managers. As call volumes grew and industry demands increased, the team needed a more scalable way to assess quality, identify risks and act on the behaviours that grow the business.
What changed
One Call adopted Voyc to get the coverage it needed without adding to the manual workload. Every call is now scored and reported on automatically, with real-time alerts on risks such as vulnerability and complaints reaching the team as they happen. Managers respond to training needs as they arise, and build training around what the calls actually show.
“The managers can nip it in the bud straight away and they’ll talk to the team about what they’ve done incorrectly. And then that won’t happen the next day.”
£96K
The work people are better at, given back to them
The QA team no longer spends hours listening to calls and scoring them by hand. Voyc handles that, but most importantly surfaces patterns across every call rather than a verdict on one, something a manual sample never could. That time goes into what the data says about the business, from agent tone and style to payment record accuracy. Four of the ten-person QA team have been able to grow into other roles in the business, and One Call did not need to replace them, saving £96,000 a year.
£23K
Caught in the call, not months later
Risk alerts are personalised to One Call’s own processes. When one triggers, the flag is immediate and precise, so the case gets attention straight away rather than arriving later as an escalation or by chance. Over six months, Voyc surfaced 4,767 calls carrying signs of vulnerability. Had those signs been missed and become upheld complaints with the Financial Ombudsman Service, the potential redress would have come to £23,000.
£26K
Less silence, more talk time, 2x the calls
Richer data and insight give managers a complete view of what is happening across the customer journey, revealing issues they previously could not see. One of those is “dead air”, the silence left while an agent puts a customer on hold to find information. Voyc showed it in 21% of renewal calls, and managers acted quickly through targeted training and system changes. Each agent gained around 14% more talk time a day, worth £866 a year, or roughly £26,000 across the 30 renewal agents. Call volumes doubled over the same period, from 7,000 to 14,000 a month.
