Case Study: Assist Insurance Services achieves 100% call monitoring and better compliance with Voyc

Assist Insurance Services boosts call monitoring to 100% and raises compliance pass rates to 97% with Voyc

Assist Insurance Services, a leading UK insurance provider, faced significant challenges in scaling its quality assurance processes. With rapid business growth and tighter regulatory guidelines like Consumer Duty, their traditional manual call monitoring could only assess one call per agent each week. This created delays in feedback, an inability to scale without hiring more QA staff, and difficulties in demonstrating compliance. They turned to Voyc for an AI-powered call monitoring solution to address these issues.

By implementing Voyc, Assist Insurance now monitors 100% of customer calls, a massive increase from the previous 3-5%. The solution automated their QA process, reducing 16 hours of work to just 40 minutes and delivering feedback within hours instead of days. Voyc's implementation led to a direct improvement in performance, with overall compliance pass rates rising from 94% to 97% and call quality scores increasing from 86% to 97%. The system also provides essential reporting for regulators and allows the QA team to focus on effective coaching and value-adding activities.

Assist Insurance Services