Case Study: Fintech
Case Study: How Cash Connect Transformed Contact Centre Quality and Coaching with Callbi Speech Analytics
100% call coverage. Reduced manual QA from 13 days/month to zero
ABOUT THE CLIENT
Cash Connect is a leading South African provider of automated cash management solutions, processing in excess of R120 billion a year on behalf of merchant clients, making Cash Connect the leading cash processor in SA’s retail industry.
Its intelligent and secure cash management solution reduces cash-handling risks for retailers, enabling a safer trading environment.
The contact centre supports these retail merchants with queries ranging from device faults to reconciliation.
After onboarding operations in-house in 2019, the contact centre has grown to 52 agents under the leadership of Contact Centre Manager Grieta de Bruyn.
AT A GLANCE
Client: Cash Connect
Sector: Fintech / Secure Retail Cash Management Solutions
Monthly Interaction Volumes:
- Inbound calls – 7000
- Outbound calls – 12000
- Cases – 7000
- Chats – 1400
- eMails – 7000
Callbi Features Used: QA, Compliance, Coaching, Insights
Key Outcomes: 100% call coverage. Reduced manual QA from 13 days/month to zero
Languages Analysed: English, Afrikaans, isiZulu, Sesotho, Setswana and mixed language conversations
THE OBJECTIVES
THE CHALLENGES
When Cash Connect first took its contact centre in-house, there was no formal quality assurance in place. QA checks were reactive, limited to escalated calls, and performed manually. Initial efforts to assign QA responsibilities internally lacked the necessary structure, training, and tools.
The team faced recurring issues:
- No data on recurring call failures
- Inconsistent agent performance
- Misrouted technicians due to call errors, with financial impactsuch as incorrect task allocation leading to unnecessary expenditure.
- Agents were unsure what was expected
- Coaching seen as punitive or subjective
THE SOLUTION
Callbi was already installed, but underutilised. That changed when Kedibone Mogashoa joined as QA and Insights Analyst.
She began by manually auditing 10% of calls, rebuilding the QA framework from scratch to understand agent behaviour and process flows. Once she had established a baseline, Kedibone used Callbi to:
- Build custom queries aligned with call flows
- Automate audit and compliance monitoring
- Flag repeat errors in authentication, escalation, and tone
- Analyse internal and external service quality
- Guide agent coaching with consistent, objective insights
Manual QA Time Dropped from 13 Days to Zero
Kedibone now spends her time coaching, analysing, and supporting real process improvements.
Deeper Visibility into Internal Interactions
Callbi flagged issues in servicing internal departments, allowing for smoother cross-functional collaboration.
Improved Coaching Culture
Agents now view Callbi as an impartial evaluator. Feedback is data-driven, not personal.
More Targeted Interventions
Instead of retraining entire teams, managers can focus on specific individuals or issues.
Leadership Reporting with Insight
Grieta receives detailed reports each month, tracking trends, agent improvement, and CX challenges.
Strategic Application Beyond the Contact Centre
Cash Connect is expanding Callbi use into other business units to support its broader CX strategy.
CUSTOMER TESTIMONIAL
“Before Callbi, I’d spend 13 days a month just listening to calls. Now, that’s zero and I use that time to focus on insights, coaching, and real improvements.”
— Kedibone Mogashoa, Quality and Insights Analyst, Cash Connect
“We no longer rely on feelings or assumptions. We back up every action with clear data from Callbi and that changes how we manage, coach, and improve.”
— Grieta de Bruyn, Contact Centre Manager, Cash Connect
CALLBI PERSPECTIVE
“Grieta and Kedibone are a standout team. They embraced Callbi not just as a tool, but as a foundation for continuous improvement. Their CCMG Award win is well-earned recognition.”
— Henriette Potgieter, Customer Success Executive, Callbi Speech Analytics