momentum logo

Happier customers, more successful
contact centre agents -  
and a 22% drop in regulatory
complaints in year one

Old couple from wix copy_treated.jpg

Momentum Life operates a network of four contact centres in South Africa, with 234 agents handling approximately 30.000 calls every month. They’ve been working with Voyc since 2020. 

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 uses artificial intelligence to identify critical keywords and phrases in customer calls.  Alerts are then delivered to the management team automatically, whenever an issue of concern is identified. 

The company has now applied the Voyc solution to four additional contact centres, following outstanding results in the first year.

The Results

happier customer

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.  

customer support

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.

Black lady with headset_treated.jpg
PPT Template_Voyc_Backgrounds-03-no logo.jpg

"Specifically, we coached one of the agents, who never had high VOC ratings, on how to handle calls better. She is now trending on VOC ratings and is getting written letters of compliments.”


 

  - Esther Nkosi, Head of Client Care and Client Experience, Momentum Life

lower complaints

Lower complaints 

Momentum Life team was delighted to see a year one fall of 22% in the volume of complaints escalated to the Ombudsman as a direct result of implementing Voyc.   

 

By responding to Voyc alerts without delay and using the insight the alerts deliver to coach agents effectively, many customer concerns were successfully dealt with before being escalated further.  Clearly, this also supports customer satisfaction and retention  - in addition to impressing the regulator. 

 

What’s more, social media complaints relating to the first Momentum Life contact centre to use Voyc have fallen by 27% over the past two years. 

PPT Template_Voyc_Backgrounds-03-no logo.jpg

"The cause of the drop in the Ombudsman complaints is as a direct result of monitoring by Voyc” 

 

  - Esther Nkosi, Head of Client Care and Client Experience, Momentum Life

Smiling hispanic lady_treated.jpg