Case Study: How Law for All Uses Callbi to Improve Quality, Compliance, and Client Retention
ABOUT THE CLIENT
LAW FOR ALL is a South African legal insurance company that employs innovative legal experts who are passionately committed to ensuring that their policy holders enjoy the best legal expenses protection in South Africa.
AT A GLANCE
Contact Centre Size: Approximately 280 users across client care, legal services, and legal professionals
Monthly Interactions: ±31,000 calls, 50,000 emails, and 100–200 WhatsApp messages per day
Languages: Primarily English and isiXhosa, with other South African languages also used
Key Users: Roelf Conradie, Contact Centre Executive; Hape Manyeli, Contact Centre Manager
Callbi Implementation: Piloted in 2023 and now fully deployed across all contact centre and legal operations
THE OBJECTIVES
THE CHALLENGES
Before implementing Callbi Speech Analytics, Law for All faced significant challenges in quality assurance and compliance monitoring across its complex, multi-departmental operation.
With over 250 agents and legal professionals handling tens of thousands of monthly interactions, traditional manual QA processes were time-consuming and inconsistent. Managers were forced to select a small sample of calls; typically, 10 to 20 per agent, less than 10 per cent of total interactions to review manually.
This limited sample made it challenging to identify trends or guarantee fairness across departments. It also failed to meet the stringent assurance requirements of Law for All’s corporate partners, such as Telesure and ABSA, who required regular call quality reporting and validated monitoring samples.
Roelf Conradie described the process as “a nightmare.” Managers had to locate specific recordings across multiple client portfolios before they could even begin evaluation. The time burden was enormous, diverting skilled managers away from coaching, performance development, and client experience improvements.
The company needed a solution that could automatically analyse 100 per cent of interactions, standardise quality monitoring, and reduce the subjectivity of manual scoring.
SOLUTIONS AND RESULTS
Law for All’s leadership team, headed by Contact Centre Executive Roelf Conradie and supported by manager Hape Manyeli, selected Callbi Speech Analytics because of its unique capability to transcribe and analyse conversations in multiple South African languages accurately.
As Roelf noted, “Many years ago, we looked at speech analytics with another company, but they could only do English. Half of our calls include local languages, so that wouldn’t be of any value.”
Following a successful pilot in late 2023, Callbi was rolled out across all departments—from client services to the legal professionals who engage directly with clients.
The implementation followed a phased, carefully managed process to ensure team readiness and ongoing optimisation. Law for All’s team also took full ownership of the system, building their own query decks and custom scorecards.
As Hape explained, “We wanted to move away from managers having to listen to calls. Callbi now identifies every instance where a QA criterion isn’t met, and managers can go straight to the transcript for coaching.”
The team also uses Callbi dashboards to monitor real-time trends in compliance, service quality, and client retention. They have built custom boards to track outcomes such as updated client details, successful policy retentions, and process adherence.
QA coverage increased from less than 10 per cent to 100 per cent
Every customer interaction across voice, email, and WhatsApp is now captured, transcribed, and analysed. This has standardised scoring and eliminated the subjectivity of manual reviews.
Significant time savings for managers
Roelf calls the time savings “magic.” Managers now spend far less time searching for calls, allowing them to focus on coaching and team performance.
More engaged and confident agents
Hape notes that while agents were initially cautious about automation, their trust grew as they learned how Callbi works. “Feedback sessions became more of a give and take. Agents now understand what the data means and see that it’s fair.”
Faster identification of trends and coaching opportunities
By analysing all calls, the team can quickly spot what’s working and share best practices across teams. For example, during a recent policy renewal period, they used Callbi to identify which retention tactics worked best and shared those techniques across the department within three days.
Enhanced compliance and process assurance
Callbi dashboards alert managers when client details are missing or policy processes aren’t followed. The assurance team receives these alerts instantly instead of relying on post hoc sampling.
Integration with CRM for operational efficiency
Law for All is integrating Callbi transcripts directly into its CRM, giving legal professionals instant access to full call transcripts for compliance and case reviews.
CUSTOMER TESTAMONIAL
When asked what value Callbi brings to their roles, both executives were emphatic.
“Because Callbi analyses such a large sample size, I have a much better understanding of what’s happening in my call centre. I can make decisions faster and identify training needs more easily. The team trusts the process, and everything flows better.”
— Hape Manyeli, Quality and Insights Analyst, Law for All
“Agility. Quick decision-making. You can easily change a process or a script that doesn’t work to one that does.”
— Roelt Conradie, Contact Centre Manager, Law for All
With more than 160 professionals using Callbi daily, Law for All has transformed quality assurance from a manual, reactive process into a dynamic, data-driven discipline that improves both client satisfaction and business outcomes.