Case Study: How Mobalyz Uses Callbi to Turn Voice into Strategy, Improve Accountability, and Reduce Repeat Calls
ABOUT THE CLIENT
Mobalyz, a financial services and vehicle finance organisation operating in a highly multilingual contact centre environment, needed greater visibility into customer interactions, more consistent quality assurance, and a better understanding of why customers were repeatedly contacting the business. Traditional QA methods and limited customer insight made it difficult to identify root causes, improve accountability, and optimise customer journeys.
By implementing Callbi, Mobalyz moved beyond sample-based quality monitoring to full interaction analysis and strategic customer intelligence. Callbi enabled the organisation to gain a clearer understanding of customer intent and sentiment, improve agent ownership and consistency, identify process inefficiencies, and reduce repeat calls. The result was a shift from reactive operational reporting to data-driven decision-making, giving leadership deeper visibility and helping transform customer conversations into a strategic business asset.
AT A GLANCE
Industry: Financial Services, Insurance, Vehicle Finance
Contact Centre Size: ±100 agents
Monthly Interaction Volumes:
-
- ±20,000 inbound calls
- ±100,000 outbound calls
- Voice-led environment with WhatsApp integration underway
Operational Complexity:
- Highly multilingual
- Frequent in-call language switching
Callbi Capabilities Used: Auto QA, Sentiment Analysis, Customer Intent, Process Analysis, Behavioural Insights, Multilingual Analytics
Key Outcome:
- Visibility into customer intent and sentiment
- Improved agent accountability and ownership
- Reduced repeat calls
- Consistent, objective QA
- Executive-level decision intelligence
THE OBJECTIVES
Full interaction visibility
Reduced repeat calls and inefficiencies
Objective, data-driven QA
Improved agent ownership and consistency
True Voice of the Customer insight
Executive-level operational insight
Full interaction visibility
Reduced repeat calls and inefficiencies
Objective, data-driven QA
Improved agent ownership and consistency
True Voice of the Customer insight
Executive-level operational insight
THE CHALLENGES
Before Callbi, Mobalyz faced a familiar set of constraints, compounded by a complex, multilingual customer base.
Limited QA Effectiveness
QA was based on small samples, managed in spreadsheets, and often disputed due to subjectivity and its link to remuneration.
High Repeat Call Volumes
The business could see repeat interactions but could not diagnose root causes:
- Customers calling multiple times for the same issue
- No visibility into failure points in the journey
- Inefficient use of resources
No Reliable Voice of the Customer Insight
Customer intent and sentiment inferred from CRM were:
- Dependent on agent input
- Biased towards predefined dropdown selections
- Lacking depth and accuracy
Lack of Agent Accountability
- Blind transfers between departments
- No ownership of resolution
- Inconsistent customer handling
THE SOLUTION: FROM QA TOOL TO STRATEGIC ENGINE
Callbi was initially introduced as a QA tool. It quickly became something far more powerful. This was not just about monitoring calls. It was about understanding customers.
Mobalyz deployed Callbi to enable:
- 100% analysis of all calls
- Objective and consistent QA scoring
- Accurate measurement of customer sentiment
- Clear identification of customer intent
- Detection of process failures and inefficiencies
Adoption Approach
- Balanced focus on strengths and development areas
- Coaching-led, not punitive
- Early demonstration of value to build trust
This repositioned QA from a compliance activity to a source of operational and strategic intelligence.
KEY INSIGHTS UNLOCKED
Understanding Why Customers Call
Mobalyz gained clear visibility into customer needs, pain points, and interaction trends.
IVR and Process Failures Identified
Callbi revealed IVR issues that drove continuous optimisation.
Small Behavioural Changes, Big Impact
Simple questions like: “Have I resolved your query?” “Anything else I can assist with?”
Structured Post-Call Communication
Follow-up SMS messages improved clarity and reduced unnecessary inbound calls.
RESULTS & IMPACT
Improved Agent Accountability
Agents now take ownership of interactions, reducing transfers and improving first-contact resolution.
Reduced Repeat Calls
Better call closure and clearer communication have lowered repeat interactions and customer frustration.
Consistent Customer Experience
Previously siloed teams now operate with aligned processes and consistent messaging.
Objective QA and Fair Performance Management
QA is transparent, data-driven, and trusted, improving both performance and morale.
Improved Operational Efficiency
Reduced duplication of effort and more effective use of resources across the contact centre.
STRATEGIC IMPACT
Executive Visibility
Leadership now has access to:
- Customer sentiment trends
- Root cause analysis
- Detailed interaction insights
This has significantly improved the quality of executive decision-making.
Data-Driven Operations
- Action plans based on evidence, not assumptions
- Targeted customer journey improvements
- Measurable performance outcomes
Breaking Down Silos
Shared visibility into customer issues has aligned departments and improved cross-functional collaboration.
THE MULTILINGUAL ADVANTAGE
Mobalyz operates in a uniquely complex linguistic environment, including:
- isiZulu
- Sesotho
- isiXhosa
- Setswana
- English
- Mixed-language conversations within a single interaction
Callbi’s ability to analyse code-switched conversations has unlocked insights that would otherwise remain hidden, making it particularly effective in the South African context.
CUSTOMER TESTAMONIAL
“This type of solution is not a nice-to–have. It’s an absolute must-have if you are serious about customer experience.”
~ Jonathan Lewarne (Head of Customer Service, Mobalyz)
CONCLUSION
Mobalyz demonstrates the shift from traditional QA to strategic intelligence.
The transformation is clear:
- From sampling to full visibility
- From assumption to evidence
- From fragmented operations to unified execution
- From operational reporting to strategic insight
Callbi has enabled Mobalyz to turn customer conversations into a core business asset, driving both operational performance and executive decision-making.