Case Study: Momentum Life achieves a 22% drop in regulatory complaints and happier, higher-performing agents with Voyc

Momentum Life - Customer Case Study

Momentum Life, a South African insurer operating four contact centres with 234 agents handling about 30,000 calls monthly, faced inconsistent customer experience, agent underperformance (including script non‑adherence), and complaints escalating to the Ombudsman and social media. Conventional QA and voice‑of‑customer surveys weren’t enough, so Momentum Life engaged Voyc in 2020 to gain precise, proactive insight into every call using voice analytics.

Voyc’s AI now monitors 100% of calls, detecting critical keywords and sending automatic alerts so managers can intervene and coach quickly. As a result, Momentum Life saw script adherence rise from 76% to 85% (low performers improving from 67% to 83%), Voice of Customer scores improve, a 22% drop in Ombudsman complaints in year one, and a 27% reduction in social media complaints over two years — improvements attributed directly to Voyc’s monitoring and alerting.

Momentum Life

Esther Nkosi

Head of Client Care and Client Experience