Hippo Motor Group: Lifting Customer Service, Compliance and Sales Coaching With Voyc
"We have seen a vast improvement."
Hippo is undoubtedly one of the UK’s leading motor leasing and finance brokers and a provider of prestige approved vehicles. The award-winning business has built its ongoing success through a commitment to providing outstanding service and value to its customers.
A phone-based team at Head Office in Blackburn takes care of most of the group’s sales and customer service. But in recent years, monitoring the growing volume of calls against Hippo’s high standards of quality and compliance has presented a significant challenge. Staff had to review individual call recordings manually. And as the business grew, this process became more time-consuming and resource intensive.
To address this issue, a team led by Head of Compliance Lianna Akbar set out to see if they could effectively monitor sales calls without the high cost of hiring a large team of quality assessors.
That's how Hippo found Voyc, the Customer Conversation Operating System for regulated financial services. Voyc is already the choice of over 80 financial services firms, including a growing number in the UK motor finance sector.
Now, Voyc hears and automatically scores every Hippo sales call. Although still early days, the difference made by this new way of working is already clear.
“We’ve got Voyc listening to 100% of the calls 100% of the time… Instead of having ten agents listening to calls to get the same output… it’s a massive cost saving."
But cost savings are just one of the benefits that Voyc brings to the Hippo Group…
Voyc Alerts highlight problems before they escalate
Voyc triggers alerts whenever it identifies issues that the Hippo team are especially keen to know about. This includes incorrect or omitted mandatory compliance phrases, as well as spotting potential signs of customer vulnerability. Voyc instantly highlights the exact point in any call where there’s evidence that the customer could be vulnerable.
“Being able to understand where customers have identified as perhaps vulnerable… just being able to see that now is incredibly useful.”
Detailed insight supports sales performance
Using the platform’s fast search capability based on specific words and phrases, Hippo’s team leaders can rapidly pinpoint sample calls that reveal specific training and coaching needs. They can then use these calls as real and powerful examples in one-to-one and team coaching sessions. Sales Manager. Aaron Harney has warmly welcomed the solution. With Voyc now scoring and flagging calls for him, he can dedicate most of his time to where it’s most valuable; managing, training, and coaching his team.
“I can probably do 4 or 5 coaching sessions in a day rather than 4 or 5 in a week.”
Voyc also helps the Hippo team to reduce or eliminate dead air – those silent pauses when sales agents are busy inputting data or searching for information. Voyc pinpoints these gaps in calls, which supports coaching based on real examples. This results in more effective engagement, improved customer experience and better sales performance.
Immediate, accurate reports deliver robust MI and regulatory evidence
The Voyc platform contains advanced reporting capabilities that provide comprehensive, tailored insights on call quality, compliance and sales performance – from a company-wide level down to the individual agent. Before Voyc, individual team members had to spend many long hours going through data to compile spreadsheets and reports for management. Today, Voyc gets it all done in just seconds.
The team simply selects data points, merics and KPIs for any given period and downloads the report directly from the Voyc platform.
Hippo’s senior management is delighted with these fast new reports, which provide a level of insight and detail that they never enjoyed before. The data can readily be used for formal Board reporting. It also provides cast-iron evidence in support of good customer outcomes that Hippo can share as required with the FCA. This capability is reassuring to Hippo’s Board and management in light of the Consumer Duty, of course.
“Our duty is to ensure that we are delivering good outcomes; that we are achieving the things that we should be, with all of our consumers. And with Voyc, we’re able to evidence that”
It's easy to get started with Voyc
The team at Hippo are unanimous in their positive views on working with Voyc. In particular, everyone involved roundly praises the support provided throughout the implementation stage, which they found unparalleled in quality.
"The support from Voyc has just been incredible. There's nothing that's too big. or too small to ask of them."
Would Hippo recommend Voyc to other companies?
When asked if they would recommend Voyc to other companies, the resounding answer from all the Voyc users at Hippo Motor Group is “Yes”!
Free Demo on your customer conversations
If you'd like to find what's costing you and grow what's great, with evidence pulled straight from your own customer conversations, a free Voyc demo can show you the platform in action, even using a sample of your calls. There's no cost or obligation.
To arrange your demo, contact Voyc here.
