Case Study: How LGR and Lumen Transformed QA, Compliance, Performance, and Retention with Callbi
ABOUT THE CLIENT
LGR Incorporated is a prominent South African law firm specialising in debt recovery and legal collections. To expand its presence into the broader BPO market, the company established Lumen Global Business Services (Lumen GBS) as its external delivery arm. Together, LGR and Lumen GBS manage large-scale customer engagement and debt recovery programmes for major clients, supported by a contact centre network with 400 seats located in Pretoria, Umhlanga Ridge in Durban, and Observatory in Cape Town. There are expansion opportunities across all three locations. While the operation remains firmly focused on legal recoveries, the leadership team acknowledges that collections has developed into a true customer experience discipline, where each conversation requires an equal mix of compliance, empathy, and trust-building.
AT A GLANCE
Headquarters: Pretoria, South Africa
Call Centre Size: ±400 seats (285 active Callbi agents)
Primary Channels: Voice (85% outbound / 15% inbound), email, SMS
Monthly Volume: ±775 000 outbound calls, 1.9 million emails, 2.6 million SMSs
Core Focus: QA transformation, compliance, performance improvement, and employee engagement
Callbi Support: QA Henriette Potgieter, Customer Success Executive and Corey Springett, Callbi Speech Analytics Specialist
THE OBJECTIVES
THE CHALLENGES
Before implementing Callbi Speech Analytics, the QA process was manual and very time-consuming. Analysts could review only a small, random sample of calls, roughly 3-4% of total interactions, leaving valuable insights untapped. Feedback to agents often took up to 22 days, making it difficult to address compliance issues or provide timely coaching. Growing concerns included compliance risks, inconsistencies, and a lack of actionable insights. The company required greater visibility, accountability, and scalability.
SOLUTIONS AND RESULTS
LGR and Lumen implemented Callbi Speech Analytics to transform their QA and performance framework from reactive monitoring to proactive enablement. The platform automated large-scale call analysis, delivered objective performance insights, and supported a cultural shift from enforcement to empowerment. With real-time dashboards, behavioural analysis, and data-led coaching, Callbi enabled smarter decision-making, improved compliance visibility, and enhanced agent engagement – turning conversations into actionable intelligence that drives measurable performance and retention outcomes.
QA coverage increased from 4% to over 75%
Callbi enabled large-scale, automated call analysis, dramatically expanding monitoring and improving data accuracy across teams.
500% Improved productivity and faster feedback
Analysts increased reviews from 5 or 6 to almost 30 calls per day, while feedback turnaround reduced from 22 days to under 10.
Reduced attrition and higher engagement
Quarterly agent turnover dropped from four to one within six months, driven by transparent feedback and a culture of support.
Stronger business performance
Recovery rates improved with a significant 0.5% in key departments, directly linked to insight-driven coaching and performance management.
From data to intelligence
Behavioural insights now guide strategy, scripting, and agent allocation, enabling smarter customer engagement decisions.
LOOKING AHEAD
With the BPO Support Provider Award nomination at the 2025 BPESA Alchemy Awards, LGR and Lumen GBS show that when analytics, empathy, and empowerment come together, transformation occurs. For this team, Callbi has become more than merely a compliance tool. It serves as a bridge between business intelligence and human experience, between performance and purpose.
CUSTOMER TESTAMONIAL
“Callbi shifted our QA culture from ‘we caught you’ to ‘we’ve got you’. It changed how our teams view feedback and empowered agents to take ownership of their development.”
— Natalie Govender, Chief Brand Officer, LGR Group
“Whether it’s QA, compliance, or performance, Callbi enhances every process it touches.”
— Ryan Fouche, QA Systems Analyst at LGR/Lumen
KEY TAKEAWAYS
Among the many impressive deployments witnessed across the industry, what the LGR and Lumen team have achieved stands out. They have demonstrated how speech analytics can go beyond compliance and measurement to genuinely transform culture and performance. By combining smart technology, committed leadership, and an inclusive approach to quality, they have built a stronger business and a more confident, motivated team.
This case study shows that when we use Callbi not only to analyse conversations but also to understand people, the benefits extend well beyond the contact centre. Customers gain more empathy, agents feel valued and supported, and the organisation improves its brand, reputation, and compliance. The operational enhancements are supported by financial benefits, including faster feedback, higher recovery rates, and a swift, sustainable return on investment that continues to grow over time.