One Call Insurance: customer story
“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”
– Lee Greenwood, Head of Operational Performance, One Call Insurance
About client
Your Choice Cover (YCC) is a rapidly growing insurance intermediary based in Swansea. The business provides UK families with a wide range of personal protection solutions, including life cover, buildings and contents, health insurance and income protection.
One Call insurance Videos
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The Challenge
Before Voyc, One Call’s QA team monitored call quality manually, listening to long, randomly selected call recordings—some lasting over 60 minutes. As the business grew and compliance demands increased, several challenges emerged:
- Laborious Manual Process: QA relied on agents manually listening to lengthy call recordings—some over 60 minutes.
- Delayed Feedback Loops: Call reviews, scoring, and reports took up to two weeks before feedback reached managers.
- Limited Visibility: With only a fraction of calls checked, key service issues and vulnerabilities could be missed.
- Compliance Risks: Missed signs of vulnerability or complaints could lead to poor outcomes and regulatory exposure.
- Scalability Issues: As call volumes grew, the manual process couldn’t keep up—impacting consistency and effectiveness.
- Resource Intensive: Reviewing and reporting on each call required significant staff time and effort.
- Inconsistent Scoring: Human variability made it difficult to maintain consistent quality assessments across the team.
The Solution
In their search for a solution, One Call had established a range of requirements that they wanted the chosen provider to deliver on:
- Voyc automated the call monitoring process, ensuring 100% call coverage and real-time reporting.
- It helped identify periods of silence, or "dead air," allowing for process improvements and training initiatives to reduce wait times.
- Voyc introduced real-time alerts for vulnerable customer signs, ensuring quicker identification and support.
- The automated reports from Voyc allowed the QA team to focus on improving call quality instead of spending time on manual audits.
- Detailed insights provided by Voyc helped the management team make data-driven decisions and manage quality at scale.
- Voyc’s tool supported compliance with the FCA's Consumer Duty, reducing potential regulatory risks.
- Immediate feedback from Voyc allowed agents to improve call performance and enhance customer service.
- Alerts from Voyc enabled the identification of cross-selling opportunities, boosting revenue by offering additional products.
- Voyc adapted easily to the company’s growth, offering customizable and flexible reporting to meet changing business needs.
- By flagging calls with signs of dissatisfaction, Voyc allowed the team to handle complaints swiftly and prevent escalation.
Client experience
“We’re able to identify a lot more vulnerabilities in the calls. To be able to
check 100% of the calls for these departments, it’s a really good tool”
The Results
Key results and impact
- Dead air reduction: By March 2025, dead air in the motor renewals department dropped by 67%, from 21% to just 7%.
- Call volume increase: One Call’s total call volume doubled, from 7,000 per month at the outset to 14,000 by March 2025.
- Vulnerability outcomes: One Call’s vulnerability identification improved to 96% on average, up from 88% before Voyc.
- Vulnerability-related savings: Over a 6-month period, Voyc alerted One Call to 4,767 cases involving customer vulnerability. The potential regulatory redress savings amounted to £11,500 for this period, or £23,000 annually.
- QA team savings: Voyc saved the QA team over £33,000 per year by reducing the need for manual call listening and enabling quicker responses to training needs.
Training and coaching
- Immediate, practical support for agent training and coaching: Voyc reports and alerts enable team managers to respond swiftly to individual agents’ training needs, especially for those new to the role.
- Focused and targeted training: The insights from Voyc allow managers to design specific training that addresses issues such as compliance breaches or missing information, making the training more effective and memorable.
- Rapid identification of areas for improvement: Voyc flags issues immediately in individual calls, allowing managers to provide coaching for agents in real-time, significantly improving performance.
- Efficient use of QA resources: With Voyc, the QA team can now focus on improving qualitative aspects such as agent tone and style, making training more impactful while reducing the number of QA staff needed.
Client experience
“We have complaint flags that we can pull out so we can make sure, when
customers are unhappy, that we’re dealing with it in the right way”
