Your Choice Cover: customer story
“Since the implementation of Voyc, it’s
reduced our complaints, it’s certainly put the quality through the roof – and it’s allowed me to sleep at night.”
– Keith Jones, Compliance Director and Co-Founder, Your Choice Cover
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.
Your Choice Cover Videos
4 Videos
The Challenge
Before Voyc, YCC prioritised the quality and consistency of its customer interactions through a manual call monitoring process. However, as the business rapidly grew and regulatory demands intensified, including the new Consumer Duty, several challenges emerged:
- Laborious Manual Process: YCC’s manual call monitoring was costly and inefficient, exposing them to regulatory risks.
- Limited Monitoring Capacity: The process allowed only one call per agent weekly, restricting timely feedback.
- Growing Call Volume: Rapid business growth increased call volume, making it difficult to maintain effective monitoring without hiring more QA staff.
- Tighter Regulatory Demands: Increased regulatory guidelines required more thorough monitoring and proof of good customer outcomes.
- Lengthy Feedback Loop: The manual assessment process took up to 4 weeks, delaying customer protection and often resulting in premature policy issuance.
- Customer Frustration: Errors identified post-issuance required advisors to contact customers again, leading to policy cancellations due to frustration with delays.
- Urgent Need for Solutions: This unsatisfactory situation negatively impacted customer experience and highlighted the urgent need for a new solution.
The Solution
At YCC, the primary team member responsible for identifying the best solution was Joshua Kinsey, Compliance and Technical Manager. In consultation with key stakeholders across the business, Joshua identified a set of critical requirements to meet the call monitoring challenge:
- Quality monitoring and feedback on 100% of customer calls within hours not days
- Immediate alerts on quality issues and compliance breaches found in calls
- Flexible reporting and analysis functionality, from individual advisors to business-wise trends - to support MI and training and provide quality evidence to regulator and product providers
- Ability to score 100% of calls against a customised scorecard of quality and underwriting questions and statements
- Easy to install and implement
- Easy to use and for new team members to adopt
- Comprehensive user support and helpdesk
- Data security protocols to the highest industry standards
- Value for money
Client experience
“I’ve seen the immediate cost effectiveness
of Voyc. To implement a system as effective as Voyc on a manual basis could cost several times more in terms of just the physical cost of the system itself…. It’s a very elegant solution.”
The Results
Dramatic improvements in call monitoring timing and quality
- Dramatically shorten the timescales needed to monitor, check, and approve even complex (up to 90 minutes) insurance sales calls for compliance—within 24-48 hours, down from 4 weeks or more before Voyc.
- Fully check 600 calls flagged for attention each week (through a Quality Control team of just 2)—up from 250 before Voyc. A call that used to take 45 minutes or more to check manually can now be handled in 10 minutes.
- Boost the quality and incisiveness of call monitoring, scoring on up to 400 different points, compared with just 40 before Voyc.
- Lower overall operating costs significantly, re-assigning two call monitoring staff to other tasks and dispensing with expensive external compliance support.
- Ensure high quality and compliance scores while allowing advisors to engage effectively and naturally with customers in their individual styles.
- Swiftly identify potential customer vulnerabilities of all kinds and respond appropriately in every case.
- Understand and act upon the individual training, development, and coaching needs of telephone sales advisors.
- Give confidence and reassurance to high-profile product providers regarding the quality and compliance standards delivered to customers.
- Use Voyc’s detailed reports and insights to support good customer outcomes at all times—as required by the Consumer Duty.
- Get fully up and running with Voyc in just 58 days from project start—including all onboarding and implementation.
Quality Control
- Instant 100% Call Monitoring: Voyc captures and highlights key call issues in real-time, ensuring faster responses from the Quality Control team.
- Improved Productivity: Team members no longer need to sift through days of calls; Voyc directs them straight to critical areas.
- Seamless Integration: Initial concerns about handling 100% call monitoring were alleviated by Voyc’s user-friendly and intuitive interface, making it easy to adopt into daily workflows.
- Enhanced Collaboration: Voyc’s collaborative platform allows the team to assign tasks, track progress, and cut down on communication delays, resulting in more tasks being completed on time.
Training and coaching
- Advisor-Specific Insights: Voyc provides detailed reports at the individual advisor level, allowing for personalized and relevant coaching.
- Data-Driven Feedback: Coaching is based on specific call insights, removing guesswork and avoiding generalised feedback from team managers.
- Balanced Performance Review: Voyc highlights both strengths and areas for improvement, ensuring advisors receive well-rounded feedback.
- Motivating Coaching: By focusing on positive aspects as well as areas to improve, Voyc helps make coaching sessions more rewarding and engaging for advisors.
Client experience
“We’ve calibrated the script and the alerts around our agents. So we’ve managed
to fit the script and the specific agents with the way they say things.”
