Callbi Speech Analytics - South Africa’s #1 Solution

Callbi, a cloud-based SaaS speech analytics solution, enables call centres to improve business performance in groundbreaking ways. By integrating with Callbi, call centres can import and search call recordings with more ease, ultimately providing insights from their call data such as:

  • Ensuring legal compliance
  • Identifying successful/unsuccessful call outcomes
  • Uncovering common customer issues
  • Monitoring agent efficiencies, such as time spoken vs. silent time

A recent client case study showcases how Callbi delivered 100% quality audits for iWYZE | Old Mutual.

iWYZE increases operational performance with Callbi

iWYZE, a direct insurer operating under the Old Mutual brand, offers their insurance products directly to the customer with no broker involved. With Callbi, they were able to gain valuable insights into their call centre operations, specifically assisting with:

  • Solving operational challenges
  • Improving customer engagement and customer experience, and
  • Elevating customer satisfaction

 

The problem

Manual call monitoring with checklists and spreadsheets used to be the only way of managing call centre quality and compliance when you consider the large volumes of customer engagements in a typical call centre. This approach, however, is simply too time-consuming and costly to add any real value. Additionally, manual evaluations cannot effectively capture and measure KPIs to deliver the rich insights that are really needed to drive operational improvements. To address these concerns, iWYZE turned to Callbi.

iWYZE needed an effective way to:

  • Measure and track the quality of call centre operations
  • Increase the scope of quality audits to 100% coverage in an affordable way

The solution

Since implementing Callbi’s Speech analytics solution, iWYZE had 100% quality audits. Read more here: iWYZE | Old Mutual case study.

“Since implementing Callbi’s speech analytics solution, we have access to real-time analytics. We can now extend quality management to every single call rather than just a small manual selection. We’ve seen a remarkable difference in quality improvements over a very short space of time. The implementation process was quick and effortless, and we’ve been able to do 100% quality audits for over 200 calls in an hour.” - iWYZE

Powered by Saigen’s Technology

Saigen focuses on building highly accurate, custom large vocabulary speech recognition models for commercial applications. With a well-published history in academia and several years of experience in building speech recognition systems, specifically for low-resourced languages, Saigen applies their expertise in their Callbi partnership to deliver the most accurate and impactful speech analytics solution for call centres in South Africa.

The benefits: A sound solution

  1. Accurate Automatic Speech Recognition (ASR): Saigen has benchmarked themselves as the most accurate ASR provider for call centres in South Africa. With accurate transcriptions and timestamps, call centres can run several text and “AI” queries as well as view useful KPIs such as agent and client talk-time.
  2. Multilingual benefits: Code-switching is the practice of alternating between two or more languages within a single utterance or conversation, and introduces significant complexities for ASR systems. This natural way of conversing is especially prevalent in call centre calls where agents interact with clients speaking different South African languages. Saigen’s model seamlessly switches between English, Afrikaans, Sesotho, isiZulu, and Setswana, when these languages are spoken in a single conversation or utterance.
  3. Large, custom vocabularies: The ability to add custom keywords without expensive model retraining allows for granular updates to ensure that key terms and phrases are correctly recognised. This is especially useful when new product or compliance terms are mentioned in a call centre.
  4. Speaker diarisation: Speaker diarisation is the process of segmenting spoken audio into homogenous clusters based on the identity of each speaker. Callbi uses this feature to segment “agent” and “client” speech to present intelligible speech bubbles to follow in a call when presented with call recordings where the speaker and caller are on the same channel.
  5. Language identification: Language identification is the process of classifying each word in a conversation with the most probable language. This is useful to understand for various reasons, among others human resource planning to ensure you have enough agents fluent in the languages your customers prefer.

"Saigen's cutting-edge multilingual and code-switching ASR model gives us a tremendous advantage in the speech analytics industry. By seamlessly handling mixed languages in a single conversation, we can provide highly accurate transcription and analysis for the diverse linguistic environments in South Africa. This allows us to unlock deep insights from call recordings in a way that simply wasn't possible before. With Saigen's technology, we're empowering businesses to better understand their customers, drive improvements, and ultimately deliver better service experiences." - Gert Fourie, CEO, Callbi.

 

Summary

Callbi, powered by Saigen’s speech recognition technology, is the go-to speech analytics solution for call centres in South Africa, offering a nuanced comprehension of customer interactions. Callbi provides call centres with 100% call coverage, valuable operational insights, and ensures legal compliance. Additionally, it helps them to understand their clients’ needs and improves client-agent interactions. For more information or to receive a quote, visit Callbi.