Case Study: One Call Insurance improves call quality and FCA Consumer Duty compliance with Voyc

One Call Insurance cuts dead air by 67% with Voyc

One Call Insurance, a UK-based insurance comparison provider, faced significant challenges in its call center quality assurance. Their manual process of listening to random, lengthy call recordings was labor-intensive, slow, and inconsistent, leading to compliance risks and missed opportunities for improvement as the business grew. To address this, they partnered with Voyc to implement its AI-powered call monitoring solution.

Voyc automated the call monitoring process, ensuring 100% call coverage and providing real-time alerts for vulnerabilities and complaints. The results were substantial and rapid. Voyc helped reduce periods of silence, or "dead air," by 67% in one department. It improved vulnerability identification to 96% and generated an estimated £23,000 in annual regulatory savings. Furthermore, Voyc saved the QA team over £33,000 per year in manual listening costs while enabling more effective, targeted agent coaching.

One Call Insurance