In this edition, we’re kicking things off with two incredible real-world case studies. You’ll get a quick look at how Cash Connect and Debt-IN are using Callbi to run more efficient contact centres.
We’ll also share some of the latest Callbi features, highlights from recent events and exhibitions, and invite you to join upcoming live discussions with others in the Callbi community. Plus, don’t miss a thought provoking article and a few behind the scenes moments from our team.
Cash Connect Case Study
We’re excited to share the story of how Cash Connect, a fintech leader that processes over R120 billion in transactions each year, transformed the way its contact centre works using Callbi Speech Analytics.
They went from manually auditing just 10% of calls to achieving 100% QA coverage, while cutting QA effort from 13 days a month to zero.
With Callbi, Cash Connect could coach every agent objectively. That not only improved their coaching culture but also boosted compliance across the board.
It’s a great example of how Callbi drives both efficiency and a stronger coaching culture.
Want to see how they did it? Read the full story here.
Debt-IN Case study
Our case study with Debt-IN shows what happens when you move from random sampling just 5% of calls to 100% QA coverage.
Debt-IN went from reviewing a handful of interactions to analysing every single call with Callbi, leading to better coaching, faster compliance interventions, and truly data-driven decisions across the board. Get the full story.
Latest from the Callbi Team
The recent release in October added new features that focus on communication, reporting and flexibility.
Stay Informed with In-App Notifications
We’ve introduced a new notification system directly within the Callbi platform. You’ll now receive timely updates about new features, scheduled downtime, and other important announcements. This ensures you’re always in the loop and can get the most out of Callbi.
Introducing the Callbi Assistant (Knowledge Base)
Have a question about how a feature works? Need guidance on setting up a new rating sheet? Just ask the Callbi Assistant, your go-to resource for help and information about the Callbi platform. You can ask questions in natural language (e.g., “How do I create a dashboard?”) and get instant answers and guidance without ever leaving the application.
Download and Share Your Overview Dashboard
Sharing your key metrics just got easier. You can now download your entire Overview Dashboard as a high-quality PDF file. This is perfect for including in reports, presentations, or sharing performance snapshots with stakeholders.
More Customisation for Your Dashboards
You asked, and we listened! All the powerful data visualisation cards available on the main Overview Dashboard can now be added to your custom dashboards. Mix and match to build the perfect view that focus on the metrics that matter most to you and your team.
Automatic Scoring for Critical Fails in QA
To improve how critical issues are handled, if an item marked as a ‘Critical Fail’ in a rating sheet fails, the score for that item now automatically defaults to 0%. This helps to clearly flag and penalise critical errors at the item-level within your quality assurance process.
Enhanced Call List Exports with Silence Percentage
We’ve added the ‘Silence Percentage’ metric to the call list CSV export. This allows you to easily analyse and report on dead air during calls in your external tools, helping you identify potential issues with call flow or agent engagement.
Safer Management of Data
You can now ‘soft delete’ mapping profiles, which deactivates them without permanently removing them, preventing accidental data loss. Additionally, all changes, including deletions, are now tracked with audit events, providing a clear history of who made what changes and when.
To find out more about this, and get info on how to use it, click here.
Exhibitions and Photos: Our team in action
Our Callbi team has been at a number of events in the last three months. The Business Show Africa was held in Sandton, Johannesburg in September. Here you can see the Callbi team is having fun in their Callbi shirts below. From left to right, it’s Rod Jones, Gert Fourie, Corey Springett and Henriette Potgieter
Gert, Corey and Rod were also at the CEM conference in Cape Town in August where they connected with a number of partners and Callbi users.
Here’s Team Callbi in their blue shirts, supporting 1Stream CX, one of Callbi’s premier partners, at CEM Africa. From left to right are Corey Springett, Jed Hewson, Bruce von Maltitz, Robyn Curko, Gert Fourie and Rod Jones. It was great to see everyone.
Rod Jones attended the annual Debt Collections Conference in Johannesburg in October and hosted a panel discussion on “The Future of Call Centres – Human vs. AI in Collections.”
The Callbi team also took the opportunity to connect and captured the moment below.
Thought provoking ideas
Is your contact centre a cost centre, or a goldmine waiting to be tapped? Customer data is more readily available than ever before. Yet many businesses still struggle to convert this ocean of data into meaningful insights.
This disconnect is exactly what this blog post tackles. We discuss listening to the real Voice of the Customer and why listening is the new differentiator. Are you truly hearing your customers?
Thanks to everyone who joined the Callbi community for a relaxed, interactive chat on 18 November. It was a great session filled with practical tips and interesting questions around speech analytics.
These sessions are all about helping you get even more out of Callbi Speech Analytics, from practical tips to real-world insights.
Couldn’t make it? Watch the latest video here.
See you at the next Coffee with Callbi!
Every improvement we make starts with your feedback and partnership. Thank you for helping us move the industry forward, one conversation at a time.