Case Study: How Debt-IN Uses Callbi to Deliver Consistent QA, Sharpen Strategy, and Strengthen Compliance
100 % QA Coverage with Lower Overhead
ABOUT THE CLIENT
Debt-IN is a Durban-based specialist in credit and distressed debt recovery in South Africa.
Founded in 2008, it handles both early and late-stage collection mandates for institutional clients.
Debt-IN prioritises brand protection, customised strategies, and continuous training to ensure effective collection performance nationwide.
AT A GLANCE
Monthly Interaction Volumes: High-volume outbound calls plus multi-channel support. (SMS, WhatsApp, Chat, email)
Callbi Modules Used: Auto QA / Compliance / Process / Sentiment / Coaching/ Language Usage / Silent Time
Key Outcomes: 100 % QA coverage from under 5 %, with sharper coaching, compliance, and decision-making
Languages Analysed: English, isiZulu, isiXhosa, Afrikaans, Sesotho, Setswana
THE OBJECTIVES
THE CHALLENGES
Before Callbi, Debt-IN’s quality assurance only sampled a small, random portion of calls, less than 10%, which created gaps in understanding some operational realities. Not all delinquent calls were identified and coached. Feedback was at times inconsistent and sometimes appeared biased. The Callbi Solution
Debt-IN was not only an early adopter of Callbi, but they also played a significant role in assisting Callbi in developing and refining several South African vernacular language models. Their insights from the collections environment helped guide the development of localised language recognition, making Callbi more accurate and relevant.
The rollout started in 2022 with compliance monitoring, ID verification, name checks, and tracking of red-flag words and phrases. From there, the platform’s use expanded to include:
- Full volume automated QA across all recorded interactions
- Process compliance tracking
- Sentiment detection
- Objective, incentive-linked, and semi-automated QA scoring
- Strategic refinement through query tuning and analyst support
- Data-informed campaign adjustments across clients and books
Callbi helped Debt-IN move from subjective sampling to consistent, data-driven management.
RESULTS & IMPACT
100 % QA Coverage with Lower Overhead
Debt-IN reviews every call and has reduced the need for significant QA headcount. Former QA staff have been redeployed into other key business functions.
Sharper Campaign Adjustments
Data surfaced unexpected patterns, helping leadership revise strategies in real time, rather than post-campaign.
More Effective Coaching
Agents are coached using exact moments from transcribed calls. Behaviour changes are faster and longer-lasting.
Faster Compliance Intervention
Callbi flags non-compliance immediately. Managers can act before problems escalate.
Objective Performance Management
Data now drives QA-linked incentives. Emotional subjectivity is no longer a factor.
Strategic insights for growth campaigns across different clients benefit from a centralised learning loop. What works for one portfolio is applied to others.
CUSTOMER TESTAMONIAL
“If other contact centres are not considering Callbi, they’re missing a powerful tool. Yes, there’s cost saving, but the real value is in revenue optimisation and strategic clarity.”
“We saw value from month three. The ROI was clear. It wasn’t just about saving time, it was about making smarter, faster decisions.”
— Mark Essey, Managing Director, Debt‑IN
“From day one, Debt-IN has been more than a client; they’ve been a partner. Their input into language development helped shape Callbi into a smarter, more context-aware platform.”
— Henriette Potgieter, Customer Success Executive, Callbi Speech Analytics
CALLBI PERSPECTIVE
