"Speech analytics has
become essential to all
contact centres - it's no
longer an option or a
nice-to-have"
Callbi makes speech
analytics easy
Easy to deploy
-
Cloud-based
- No on-site technologies
- Operational within 5 to 7 days
- Recorder agnostic
Easy to use
-
Quick to learn (3 hours training)
- Designed for contact centre operational staff (QAs)
Easy to afford
-
Extremely low cost
- Software-as-a-Service (SaaS)
- Month-to-month subscription
Easy anywhere
-
Specialises in SA English, Afrikaans, isiZulu, Sesotho, and Setswana conversations, as well as mixed-language conversations.
Use cases for Callbi
Speech Analytics
Direct cost savings
Drive operational efficiencies – more efficient resourcing
-
Reduce dead air / silent time on calls
- Reduce transfers and holds
- Improve handling time
Revenue generation
Improve all aspects of sales, loyalty, customer retention, lifetime value, etc.
- Drive sales – both up-sell and cross-sell
- Understand reasons for non-interest
- Identify triggers
- Check if agents are dealing with objections
- Ensure agents are following the script
Customer and agent experience
Improve and enhance CSAT, NPS, effort score, etc.
- Identify calls with potential negative sentimentÂ
- Identify bad audio / phone line connection
- Identify potential dropped calls
Compliance
Monitor 100% of calls for compliance
- Automated scoring – allowing QA resources to focus on improving outliers
- QA resources become insights analysts and provide credible business intelligence
The only Speech Analytics solution that caters for
South African mixed-language calls
For South African languages, Callbi is the most accurate speech analytics solution, providing accurate and reliable transcription and analytics of South African English, Afrikaans, isiZulu, Sesotho, and Setswana conversations, as well as mixed-language conversations.
Callbi has also developed Australian English, UK English, US English and Swahili language packs.
In Partnership withÂ
12 great reasons to
deploy
speech analytics in your
contact centre
Callbi speech analytics helps management identify inefficiencies in processes, agent behaviour, and technology. By identifying areas for improvement, Callbi enables cost-saving strategies that enhance revenue growth and operational efficiency.
Callbi speech analytics identifies process flaws, enabling regular review and re-engineering to streamline operations, eliminate wastage and craft improved customer experiences.
Callbi speech analytics detects undesirable agent behaviours, enabling supervisors to quickly assess and address issues through coaching and training.
Callbi Speech Analytics monitors 100% of customer interactions, scoring specific words against set criteria. Automated QA scorecards highlight high-risk calls, expanding QA from random samples to full coverage across all major South African languages.
Callbi Speech analytics allows the operations team to analyse all calls, texts and emails for insights that enhance operational KPIs. This provided data-supported business intelligence, aiding the contact centre’s performance and supporting organisational strategies.
Callbi Speech Analytics refines processes and improves agent experiences, creating a more engaged frontline. Satisfied agents approach customers with greater enthusiasm, resolve issues faster, and enhance satisfaction for both customers and themselves.
Insights from Callbi help managers identify gaps in processes, procedures, and training, leading to reduced AHT and significant cost savings.
Callbi’s speech analytics solution monitors transcribed calls, using query-based analytics to detect keywords and display data on customisable dashboards, enabling QA teams and managers to guide agents in refining language and processes to enhance customer relationships and experience.
Speech analytics provides a cost-effective way to provide managers with appropriate insights on 100% of all calls to ensure that agents perform according to the requirements relating to compliance statements.
Small changes in call efficiency can deliver big savings. Callbi’s speech analytics drives optimisation by identifying key issues. Armed with this crucial information, contact centres can enhance agent performance through targeted coaching, delivering substantial cost savings and achieving a fast ROI.
Speech analytics is today’s well-proven method of rapidly obtaining both quantifiable and vastly less costly data than conventional market research, ensuring the organisation remains agile to respond to changing market conditions and the competitive landscape.
Callbi speech analytics uncovers process inefficiencies, operational bottlenecks, and areas for agent improvement, enabling management to streamline workflows and optimise performance.
What our
customers
say …
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