Case Study: How Evolution Credit Management Transformed Compliance, Visibility, and Risk Control with Callbi
ABOUT THE CLIENT
Evolution Credit Management is a high-volume debt collections and credit management organisation operating a large-scale, multi-channel contact centre environment. With hundreds of agents handling millions of customer interactions each month across voice, WhatsApp, email, and live chat, the business operates in a highly regulated space where compliance, accuracy, and operational control are critical. Managing prescribed debt processes at this scale requires not only efficiency, but also deep visibility into agent behaviour, customer interactions, and risk exposure—making robust quality assurance and real-time oversight essential to maintaining performance and regulatory adherence.
AT A GLANCE
Industry: Debt Collections and Credit Management
Contact Centre Size: ±600 – 700 seats
Monthly Interaction Volumes:
- ±15 million outbound calls
- Significant inbound volumes
- Multi-channel: Voice, WhatsApp, Email, Live Chat
Key Focus Area: QA transformation, compliance risk management, full interaction visibility, performance optimisation
THE OBJECTIVES
THE CHALLENGES
Before Callbi, Evolution Credit Management operated with extremely limited QA visibility, relying on outsourced QA that assessed only 3 calls per consultant per month.
In an environment handling millions of interactions, this created:
- A false sense of control
- Limited insight into agent behaviour and customer outcomes
- Significant exposure to compliance and regulatory risk, particularly in prescribed debt processes
- Delayed and ineffective coaching and performance management
The organisation was effectively operating without a reliable mechanism to monitor or manage risk at scale
THE SOLUTION
Callbi was implemented to transform quality assurance, compliance monitoring, and operational visibility across a high-volume collections environment. By moving beyond traditional QA methods, the business gained the ability to analyse every interaction and manage risk at scale.
From sampling to full visibility
Callbi enabled 100% call transcription and analysis, transforming oversight from limited sampling to complete interaction coverage.
Stronger compliance and risk control
The business can now proactively identify compliance risks, monitor regulatory adherence, and intervene in real time, particularly in high-risk collections scenarios.
Operational control at scale
Structured queries and dashboards provide continuous monitoring of script adherence, key phrases, and behavioural indicators across all interactions.
Faster, more effective coaching
Automated summaries and insights enable supervisors to identify issues quickly and deliver targeted coaching without listening to full calls.
Embedded governance and automation
Callbi outputs now support automated alerts, performance tracking, and disciplinary processes, strengthening operational discipline and accountability
Dedicated analytics ownership
A specialised internal “custodian” ensures continuous refinement of queries and ongoing value from the platform, embedding analytics into daily operations.
FROM DATA TO CONTROL
What began as a search for better QA has evolved into a core operational control framework.
The organisation has moved from:
- Limited visibility → Full transparency
- Reactive QA → Proactive risk management
- Assumed compliance → Data-driven assurance
CUSTOMER TESTAMONIAL
“Before Callbi, we simply lacked a comprehensive view of what was occurring in our contact centre. We depended on a few calls to evaluate performance within an environment handling millions.
Callbi has fundamentally transformed that. We now have complete visibility across our operation, and more importantly, the ability to proactively manage compliance and risk rather than respond to it.”
– Michelle Mahambie (QA & Behavioural Management, Evolution Credit Management)
CONCLUSION
In high-volume, compliance-focused environments, the shortcomings of traditional QA models are no longer tenable.
For Evolution Credit Management, Callbi has not only enhanced quality assurance but also facilitated a significant advancement in operational control, compliance management, and organisational confidence.