In car finance & insurance broking, sales performance & compliance must work hand in hand.
Agents need to build trust, follow structured call flows, identify customer needs, explain complex products clearly and remain fully compliant with regulations, all whilst juggling speed, accuracy and customer expectations.
Superior Coaching is what enables this balance.
However, traditional coaching models struggle under operational pressure:
- Feedback often arrives too late
- Managers spend many wasted hours searching for suitable call examples
- Coaching moments get buried in inboxes
- Agents don’t always know what “good” looks like or how to improve
Voyc solves this by turning everyday calls into timely coaching opportunities through Voyc Agent Highlights, surfacing the exact behaviours and highlighting the moments that matter most.
The solution empowers coaches by enabling easy access to specific key call information, helping coaches deliver focused and timely feedback to agents which improves agent behaviour and customer outcomes.
Through Voyc Agent Highlights, coaches and managers select specific conversational moments that are most relevant for agent development. Agents can see precisely where a coachable moment occurred and the coach can ensure that relevant feedback is focused, factual and easy to act on.
Highlights are recorded directly in the platform, creating a clear and auditable record of coaching feedback and agent interaction. This removes reliance on memory and supports regulated firms in evidencing proactive coaching and best practice.
Combined with a simple coaching framework like *TGROW and a structured objection-handling approach such as **APAC, Voyc Agent Highlights enables faster, clearer, and more effective coaching.
The outcome:
Confident agents, better customer outcomes and stronger compliance. This is a revolution in coaching and performance improvement allowing coaches to deliver 5x the impact within the same time period. Great coaching, made better.
What Is Voyc Agent Highlights?
Voyc Agent Highlights is the new way to deliver efficient and effective coaching.
Agent Highlights engages agents using the Voyc platform so that they can receive targeted feedback and a real picture of agent and customer call interaction. Instead of waiting days or even weeks for a 1:1 meeting, agents get direct visibility of:
- Positive behaviours (completing mandatory steps, using correct phrasing, asking required questions)
- Coachable moments (missed questions, incomplete explanations, script deviations)
- Compliance concerns (missing disclosures, skipped ID checks, incomplete affordability assessments)
Managers who previously delivered around 80 coaching moments per month can now deliver over 400 feedback sessions, a 5x uplift within the same coaching timeframe.
That’s because Agent Highlights allow managers and coaches to:
- Easily identify relevant coachable moments
- Review and record the exact moment in the call where an event occurred
- Allows coaches to add short, targeted feedback
- Tag improvement opportunities instantly along with improvement tips and techniques
- Let agents course-correct during the workday, not days or weeks later
Agent Highlights makes coaching continuous, scalable, and easy to deliver which means that the solution delivers real value, reduces cost and improves returns over time.
Before we show some real examples of how Agent Highlights works, you may want to check out how tried and trusted Coaching and Objection Handling Structures can turn observations into learnings and learnings into results. We recommend TGROW and APAC though many coaches already have these or alternative models they can apply.
Using *TGROW to Structure High-Impact Coaching
TGROW is a simple framework that helps managers run coaching conversations that are focused, fast, and effective.
- Topic: What specific behaviour are we discussing?
- Goal: What change or improvement are we aiming for?
- Reality: What actually happened (demonstrated by using Voyc’s Agent Highlights)
- Options: What could the agent do differently next time – where to improve
- Wrap-Up: What action will they commit to, and when will you both review it?
TGROW moves coaching away from vague advice (“be clearer,” “probe more”) and turns it into actionable, agent-owned improvement with fact based examples.
Click to find out more about TGROW and Coaching Structure Here
A Structured Approach to Objection Handling: **APAC
Objections are not barriers, they are buying signals, but only when handled well.
An Objection Handling Structure like APAC helps agents respond consistently and confidently:
- Acknowledge: Show you’ve heard the concern
- Probe: Clarify what the customer really means
- Answer: Give a concise, accurate response
- Confirm: Check that the concern has been resolved
APAC is especially effective in car finance and insurance, where misconceptions, scepticism, process frustrations, and genuine drawbacks are common. What we know is that agents often jump to an answer when a clear and structured process yields better results.
How Agent Highlights + TGROW + APAC Work Together
Here’s how the system fits together:
- It all starts with the core Voyc platform which identifies the exact moment an error or sub optimal event occurs. For example, a missed step such as a missed mandatory phrase.
- Voyc Agent Highlights then enables time pressured coaches to quickly deliver accurate and targeted feedback, thereby improving performance and customer outcomes.
- Coaches have the option of using TGROW to structure Feedback
- If Objection Handling is the issue, then Coaches can use APAC and real Objection process and answers to give the agents a practical method to use on the next call.
- The core Voyc platform assesses the conversation and flags the issue to the coach or sales manager. Coaches then use Agent Highlights to select relevant moments from the call, sharing these directly with agents where the agent can then respond and can even disagree if they wish. Coaching becomes a focused conversation rather than a one way directive.
Voyc Agent Highlights enables real behavioral change at agent level.
Agents don’t wait weeks to correct a pattern, they adjust the same day using practical coaching hints and tips to improve performance and customer experience.
Voyc recognises that experienced coaches have skills which improve agent performance, for both compliance and sales. With Agent Highlights coaches and managers now get to maximise the touch points they have with agents and can turbo charge interactions.
Coaches can operate more as proactive guides and engaged coaches rather than reactive compliance officers.
Sales Coaching Through the Natural Flow of a Call
Below is how Voyc supports coaching across the stages of a typical car finance or insurance sales call.
1. The Opening: Trust, Compliance, and a Clear Start
Common issues:
- Missed disclosures
- Skipped ID checks
- Rushing into questions without explaining the process
In this particular case, you could use the TGROW format (or your chosen coaching framework) to keep feedback brief, fact based and focused:
- Topic: Mandatory opening steps and their importance
- Goal: 100% completion rate
- Reality: A number of missed mandatory statements when engaging with customers as evidenced through Agent Highlights
- Options: Introduce opener checklist, Post it note with reminder, small reward for reaching 100% compliance in all customer calls.
- Wrap-Up: A Timebound plan and commitment from the Agent
Coaches Tip: A coaches Agent Highlight in this case could be: “Hi Jack, I noticed that of the 10 calls you have had this morning, in 2 cases you did not mention our mandatory disclaimer for call recordings and in one case no ID check was performed. As you know we need to make sure we do this 100% of the time. Please follow the skeleton script on the right hand side of your screen and let’s have a perfect result this afternoon!”
2. Discovery through Agent Highlights: Gathering the Right Information
Discovery underpins both suitability and compliance in terms of establishing customer wants and needs and the corresponding and appropriate products to present to customers.
Common issues:
- Missed affordability questions
- Limited probing
- Closed questions restricting detail
The core Voyc platform picks up when a required question is skipped and the coach can see this in the system.
The coach can then use Agent Highlights to advise areas for improvement and a simple coaching process like TGROW can be used to drive the right behaviours, questions and statements.
Coaches Tip: In this particular case the feedback could be: “Hi Angela, I noticed that in the call with Mrs Smith at timestamp 14:30, you missed that she mentioned the monthly car payment felt very high, although she does need a car. It’s important to follow up on this and probe whether the customer can afford the payment. Here is a reminder link to the guidance on probing questions. Please review the protocol and confirm you understand how to apply it in these situations. Please also then follow up with Mrs Smith to confirm affordability and record the outcome in the response box – Thanks.”
3. Product Explanation: Clarity and Compliance
We all want Agents to provide accurate, consistent explanations.
Common issues we see in Car Finance include:
- Incomplete script adherence
- Missed comparisons (e.g., PCP vs HP), particularly for Core Product info.
- Overlong or unclear explanations
Voyc identifies when specific required phrases or explanation steps weren’t used.
Coaching becomes factual, targeted, fast and effective.
4. Objection Handling: Applying APAC
Objection handling is where agent confidence and coaching structure matters most.
Voyc Agent Highlights identifies:
- When objections arise in the first place
- Which APAC steps were missed (e.g., skipping Probe)
- Script deviations
- Missed opportunities to clarify the concern
Managers coach the moment using TGROW:
- Topic: Applying APAC to deal with objections
- Goal: Use all four APAC steps consistently
- Reality: Highlights surface missed probing questions – all fact based
- Options: Practise 2–3 probing phrases, Role play
- Wrap-Up: Review in a further 3 days to measure performance which Agent Highlights will continue to track
Because feedback is instant, agents can apply APAC on their very next call.
Assuming an agent is missing the opportunity to clarify a customer’s concerns, feedback could look like: “Hi Andrew, great work on acknowledging the customers concerns but, as you can see, you missed the probing questions on this objection. Next time, pause and ask 1–2 clarifying questions before responding, then follow APAC through to close. We’ll review again in 3 days. Please reply “confirmed””
5. Closing the Call: Clear, Confident Wrap-Up
Common issues:
- Incomplete summaries
- Missing compliance closing statements
- Not checking for additional questions
Agent Highlights gives coaches the ability to address these issues quickly and clearly while reinforcing the ability to improve performance where TGROW helps turn this into a short, focused improvement plan, positively impacting customer experience and reducing cancellations.
Why This Approach Works
- Evidence-Based Coaching
No guesswork, only real call behaviour. Agents appreciate clear, factual information. Trust improves, agent skills improve and results improve.
- Fast and Continuous Improvement
Feedback delivered within minutes, not days or weeks. Deal with improvement opportunities in the here and now and create a virtuous improvement loop.
- Agent Ownership
Highlights enable coaches to give agents greater insight, clarity and direction, while increasing accountability. With 100% call listening, coaches can be confident that every agent is assessed, not just a sample. When combined with the power of Voyc Agent Highlights, this creates a consistent coaching approach that supports continuous performance improvement across the whole team.
- Manager Efficiency
Managers deliver 5× more coaching overall, without more hours required to complete the task. Save time and money.
- Stronger Compliance
Missed statements, skipped questions, and script deviations are identified instantly by the Voyc platform. The coach or sales manager can then assess any issues and deliver explicit and targeted feedback. The solution goes above and beyond to address the needs of the Customer, the Business and the Regulator.
Real-World Example: Car Finance Broking
Situation:
Agent misses two affordability follow-up questions across multiple calls.
Voyc Agent Highlights: Surfaces each missed moment to managers and coaches.
TGROW Session:
- Confirm the Issue and stress the need to ensure affordability.
- Review real examples of missed affordability checks
- Identify root cause (e.g., rushing during busy periods)
- Agree on options to improve performance such as a checklist prompt, role play critical instances where any price related points are discussed.
- Coach sends some examples of other calls where affordability was handled well.
Outcome:
Compliance rises dramatically & reporting shows this improvement. The Business is protected.
Real-World Example: Insurance
Situation:
The agent handles specific objections inconsistently.
TGROW Session:
- The need to deal with certain objections in a specific way is reiterated
- Coach provides a Guide together with helpful process and answers to well-known objections
- Agent practices the answers so that they are second nature, a small post it note serves as a reminder
- The coach puts the agent down for refresher training in Objection Handling techniques when the next new intake of recruits are trained in APAC.
Outcome:
Conversion improves & objections become smoother. Performance improves & sales are up!
The Future of Agent Highlights
As public beta expands, new capabilities will include:
- Configurable release timing
- Feedback response workflows
- Highlight Lists: structured, trackable to-do lists
- Agent dashboards – performance and efficiency metrics at a glance.
- Targeted snippets of conversation rather than longer text format
- Exportable coaching evidence – prove your impact & improvements due to Agent Highlights
These features will further strengthen the feedback loop and support a culture of continuous learning. Voyc is fully invested in improving our service and Tools like Agent Highlights so that your business benefits now and in the future.
Conclusion: Voyc identifies opportunities for coaching and Agent Highlights makes it easy and effective to share feedback that creates real behavioural change.
By combining:
- Voyc Agent Highlights for instant insight
- TGROW for structured coaching
- APAC for confident objection handling
Financial services teams can:
- Improve sales performance and profits
- Strengthen compliance and protect the business
- Accelerate agent development and job satisfaction for coaches and agents
- Reduce coaching time while increasing coaching volume through efficiencies
- A culture of continuous learning leading to enhanced compliance and better returns.
Half of the challenge is identifying issues or errors in the sales process and the other half relates to delivery of feedback and coaching that improves agent accuracy and behaviour. The core AI driven Voyc solution completes the first task and now, with Voyc Agent Highlights, you have the key to the second part – a seamless, All in One Coaching solution !
The next generation of coaching isn’t reactive: it’s real-time, data-driven and agent focused.
Ready to See Agent Highlights in Action?
Book a demo today to see how high-performing car finance and insurance teams are using Voyc to transform sales performance and compliance. Join the Coaching and Performance Improvement Revolution!
