Case Study: Momentum Life cuts complaints and boosts agent performance with Voyc

Momentum Life cuts complaints 22% with Voyc

Momentum Life, a South African insurance company, faced challenges in its contact centers with inconsistent customer experience, underperforming agents, and complaints escalating to the Ombudsman. Their existing quality assurance tools were not proactive enough. To address this, they partnered with vendor Voyc to implement its AI-powered voice analytics and machine-learning technology to monitor 100% of calls.

By using Voyc to identify critical keywords and deliver real-time alerts, Momentum Life could swiftly react to prevent issues from escalating and provide highly targeted agent coaching. The results were significant: a 22% year-one drop in complaints to the Ombudsman, a 27% reduction in social media complaints over two years, and script adherence rates improving from 76% to 85%. Voyc enabled Momentum Life to improve customer satisfaction and agent performance.

Momentum Life