Evolution Funding: customer story

"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."

Adam Small

Group Head of Consumer Operations and Lending, Evolution Funding

We Have won Best Use of Technology

That’s two years in a row. Two different customers. One proud technology partner (that’s us).

About client

Evolution Funding is the UK’s largest used auto finance platform, delivering award-winning customer service at scale. Each year, they fund over 112,000 vehicles, support 4,000+ dealerships, and handle 600,000+ customer calls; many requiring strict GDPR and DPA compliance.

The Challenge

Like many large businesses, Evolution Funding relied on manual call auditing, reviewing 1-4% of calls per business area. This approach left blind spots, inconsistencies, and missed opportunities to enhance service.

Minimal Call Coverage: Before Voyc, only 1–4% of over 600,000 annual calls were manually reviewed. This limited visibility created blind spots in compliance, quality assurance, and customer experience monitoring, leaving the majority of conversations unchecked.
Risk of Missed Compliance Issues: The possibility of potential breaches of GDPR, DPA, or internal guidelines were undetected. The lack of real-time flagging meant issues could often surface too late, increasing regulatory risk.
Delayed Detection of Vulnerable Customers: Manual processes had gaps in reliably identifying vulnerable customers, such as those with dyslexia or low literacy, leading to gaps in accessibility and service adjustments. This put both customer outcomes and regulatory obligations at risk.
Inefficient Use of QA Resources: Each manually reviewed call took over 50 minutes to analyse. This made the QA process resource-heavy, limiting the ability to scale reviews or focus on coaching and performance improvements.
Inconsistent and Slow Feedback Loops: Without automation, Evolution didn't have the speed and consistency needed to identify agent training needs or service issues quickly. This delayed coaching and reduced the effectiveness of QA efforts.
Limited First Call Resolution and Service Quality: Before real-time insights, First Call Resolution (FCR) rates and service quality scores were below optimal. Without clarity on where breakdowns were occurring, improving these KPIs was a slow and reactive process.
Lack of Scalable, People-Centred Innovation: Despite their commitment to high service standards, Evolution struggled to implement scalable solutions that centred on individual customer needs, especially those requiring extra care. Technology was needed to translate values into action at scale.

2025 Car Finance Awards

Judges described the Voyc submission as “the best in this category" of best use of technology; highlighting the technology’s practical outcomes, including compliance improvements, coaching precision, and agent support.

The Solution

Voyc introduced AI-powered call monitoring, capturing 100% of Evolution’s 55,500 monthly calls. Using LLMs trained on over 50 million financial services calls, Voyc transcribes and analyses every interaction in real time. The platform delivers:

Call monitoring was automated, giving Evolution 100% visibility into customer conversations and eliminating the blind spots of manual sampling.
Real-time alerts for compliance breaches made it possible to intervene immediately, reducing regulatory risk and improving oversight.
Vulnerable customers, including those with dyslexia or low literacy, were quickly identified so support could be personalised and more accessible.
Calls that truly needed attention were flagged instantly, allowing QA teams to focus on high-impact coaching and agent improvement.
Manual review time was significantly reduced, saving over 50 minutes per call and freeing up QA teams to focus on strategy and service quality.
Insightful analysis of call data helped raise First Call Resolution to 81% and improve quality scores by 21% in key areas.
A flexible platform allowed Evolution to align AI-powered monitoring with their own quality frameworks and operational goals.
Early signs of dissatisfaction were picked up within minutes, enabling teams to resolve issues before they escalated.
Intelligent alerting with 94% accuracy ensured teams could trust the data—and act fast, with confidence.
QA processes became more consistent and objective, reducing human bias and ensuring every call was measured against the same standards.

Client experience

“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. ”

The Results

Key results and impact

Achieved 100% monitoring of 55,500+ monthly calls, eliminating the 96–99% blind spot from manual sampling.
Reduced compliance errors by over 20% within the first three months of using Voyc.
Flagged over 2,000 calls for vulnerability, dissatisfaction, or compliments between Nov 2024 and Jan 2025—with a 94% alert accuracy rate.
Enabled review of flagged calls, allowing corrective action before the customer journey ended.
Saved over 50 minutes per audited call, freeing up significant time for QA, coaching, and improvement initiatives
Improved First Call Resolution (FCR) to 81% (4–9%) higher than the industry average
Boosted service quality scores by 21% in the Brand Partnership Sales area following full integration.
Identified accessibility needs, such as switching to verbal contracts for dyslexic or illiterate customers – enhancing inclusivity.
Delivered trusted, actionable insights that allowed teams to focus on high-impact areas rather than random reviews.
Increased operational efficiency without needing to grow the QA or compliance teams.

2025 Car Finance Awards

"The consensus was clear: Voyc delivers measurable, scalable, and people-centered results."