Monitor 100% of contact centre interactions for 100% quality assurance
Spend more time training agents and less time listening to calls
Why Consider Voyc Speech Analytics Software?
In the face of increasing regulatory pressure and consumer distrust, it becomes more imperative for financial services companies to monitor 100% of customer interactions.
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Boost operational efficiency
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Strengthen your first line of defence
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Improve customer experience
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Drive more sales
- Voyc's full capabilities are available on the same day that you sign up"
It’s an all too familiar challenge
How can companies ensure that 100% of customer calls are effectively monitored for quality assurance and in a way that is scalable, cost-efficient, and objectively accurate?
- Be instantly alerted of high-risk compliance breaches, customer complaints or when a caller displays signs of vulnerability.
- Reduce overall call volumes by resolving customer complaints before they escalate.
- Have full visibility into your contact centres without having to check-in repeatedly with agents. Voyc's Conversational Analytics software gives you a time-sliced birds-eye view of what is said in 100% of calls in the form of topics, keywords, and emotions. Drill down into topics, keywords and emotions, and navigate directly to the moment in the call to listen within two clicks.
- Create operational efficiencies in your QA workflows with its alerts, analytics and reporting functionality.
Revolutionise your quality assurance processes. Voyc guarantees quick implementation, ease-of-use, and bank-grade security.
What Do We Do?
Voyc Analytics Software can help your business automatically identify interactions of regulatory importance, such as complaints and vulnerable customers, as well as create operational capacity to focus on business improvements that drive positive customer outcomes. We provide everything you need to train agents to improve and handle these interactions more effectively.
We've Got Proof
Happier customers, more successful contact centre agents - and a 22% drop in regulatory complaints in year one.
The Challenge
Momentum Life’s management were aware of various issues that called for improvement in their contact centres:
- Customer experience levels were sometimes lower than the high standards demanded by the Momentum group.
- Some agents were underperforming in key areas, including customer engagement skills and mandatory script adherence.
- Occasionally, complaints which should have been resolved in the contact centres were subsequently raised to the Ombudsman and reported on social media.
The Solution
Momentum Life engaged Voyc to monitor 100% of calls, initially in one of their contact centres.
Voyc used artificial intelligence to identify critical keywords and phrases in customer calls. Alerts were delivered to the management team automatically, whenever an issue of concern was identified.
The company has now applied the Voyc solution to four additional contact centres, following outstanding results in the first year.
The Results
HAPPIER CUSTOMERS
As soon as Voyc spots a critical keyword or phrase in a call, it sends an alert to team members designated to deal with that kind of issue.
By reacting swiftly to these alerts, Momentum Life prevents dissatisfaction from escalating into serious complaints. As a result, they’ve seen a significant improvement in “Voice of Customer” ratings across the contact centre.
MORE SUCCESSFUL AGENTS
In addition to highlighting specific calls requiring attention and response, Voyc alerts also indicate which agents require coaching and in which particular areas of call handling.
For Momentum Life, script adherence rates increased from 76% to 85% year on year. And rates for the lowest-performing agents improved dramatically from a low of 67% up to 83%.
Voyc pinpoints every call, and even the exact place within the call, that is of concern. This means that Momentum Life can now coach agents much more effectively - listening to examples that are precisely relevant to the agent in every case.
The company has found that agents respond well to this approach - and take pride in seeing how Voyc helps improve their performance and personal success.
Your Results With Voyc Speech Analytics
What Our Customers Say
“Up until now, insurance businesses had only two choices: (1) Hire larger QA teams and accept significantly higher salaries and office costs, or (2) listen to a fraction of calls, while accepting higher risk and usually lower customer satisfaction. With Voyc, there is a third option: Scale your QA without increasing costs.” — Stanley Kumalo, Head of Momentum Life Service
“Voyc was fast and painless to set up, configure, assess risks, and ultimately resulted in happy business users.” — Paul Steyn, Head of Systems Architecture at Momentum Metropolitan
“Managing risk and being able to offer exceptional customer service is critical to any insurance business. The support of Voyc is a competitive advantage for the healthy growth of the company.” — Anton Keet, Head of Risk Services at 1Life
“I have seen nothing like this. Most digital QA solutions are only measuring the tone of the conversation - I have seen nothing that checks for compliance phrases like Voyc does.” — Wynand Olivier, Partner Legal & PR at King Price
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Award-winning technology
What Matters To Us?
We're dedicated to bridging the trust gap between companies and customers by empowering contact centres to handle every single interaction with consistency and care.
PEOPLE OVER EVERYTHING
We strive to be generous and thoughtful in every interaction with each other and our customers.
RESULTS-DRIVEN
We are enthusiastic and have a strong desire to meet and exceed objectives.
PLAYING TO WIN
We are especially competitive, committed, and focused intently on winning.
Because in this case, it's to the benefit of everyday human interactions that can leave individuals disempowered.
PURSUING KNOWLEDGE
We seek knowledge because it allows us to achieve wonderful ambitions; and offers a more interesting and fulfilling life.
We've set a goal to monitor the calls of 200 million end customers and make sure that they feel 'cared for' whenever engaging with a company that runs Voyc.
Voyc is a proud member of the CCMA, Protect Association and other industry associations
Voyc is cloud-based and is accessible through the browser. The AI software solution is built on machine learning and deep learning with voice-to-text transcription accuracy levels greater than 90%. Voyc operates its production infrastructure in the cloud on Amazon Web Services which is ISO27001 and SSAE16 SOC2 Type 2 compliant. Voyc adheres to GDPR regulations.
What you can achieve with Voyc:- Monitor 100% of customer calls with an 80% reduction in manual work - eliminate endless Excel scoresheets
- 5x more calls checked by quality assurance assessors
- 99% complaints automatically captured
- 50% reduction in formal complaints
- Identify and protect vulnerable customers
- Get the data insights you need to optimise sales performance and improve coaching