5 Things Operations Folks Say About Real-Time Guidance
June 23rd, 2021
June 23rd, 2021
Streamlining a contact center isn’t easy. There’s a ton of tools out there promising to make it faster or simpler. How many of them actually live up to the task?
Turns out, for Balto and Real-Time Guidance, there’s a lot of people ready to say that it does. Check out what these operations leaders had to say about these Real-Time features.
Building up a new agent’s skills is a months-long slog of training, hoping it sticks, and waiting for those new-guy jitters to wear off.
Or, instead, agents can onboard with Real-Time Guidance. And have all the information they need, right in front of them when they need it most.
Balto’s Smart Checklist reminds new agents to say the most important things on every call. No more fumbled discovery, forgotten compliance statements or twisted scripts. The best part? You decide how closely agents need to stick to your script – so agents don’t sound like robots.
Real-Time isn’t just for new hires — your best agents can always use a reminder to slow down, talk less, and listen to the caller. Or, as Zig Ziglar put it: “Stop selling. Start helping” It’s as simple as that.
Balto Notifications reinforces agents’ best skills: listening carefully and providing the best service. You can set what notifications for words to avoid (e.g. rude language) or all-important soft skills (e.g. talk speed or ratio). When your customers are doing the talking, agents will serve them better and sell more.
Listening to a few calls a week is only a random sample of your contact center performance. But making time for more recordings, spreadsheets, and coaching sessions is weight on your back.
Ditch the call recordings and spotty QA coverage. Balto Cloud dashboards provide instant visibility into 100% of calls so you know exactly what to work on. You’ll see in-depth call analysis in real-time, along with post-call analyses for coaching opportunities. Want a hands-on approach? Update your team’s Checklists or Dynamic Prompts with the push of a button.
Agents digging through PDFs while the customer stews on the other end of the line costs time and money. But how else are you able to ensure agents have all the information they need, exactly when they need it?
Ensure your agents have the right information when they need it most with Dynamic Prompts. The minute Balto hears a customer’s question, the prompt is ready to show your agent the best response. The best part? You control what prompts are available — from the most common questions, all the way to information on current events. Agents say the right thing every time to make every conversation perfect.
Every time your team talks with a customer, that’s data you could be using to make more money. How? By knowing what your customers like to hear and getting all agents to say exactly that, on every call.
With Balto Cloud, you can turn your insights into action with tools like Win Rate Analysis. See what phrases get the best response across your checklists and prompts, and update them whenever you need to. Or use the Trend Analysis tool to see longer-term patterns from your agents and customers.
These operations leaders are getting their agents to say the right things on every call using Real-Time Guidance. That means more sales, a better customer experience, and flawless compliance. How many of the other contact center tools can say the same?
If you’re ready to see what these operations leaders are talking about, learn more here.
There’s no better way to see the power of real-time than to experience it live. Request a demo and we’ll show you the power of Balto’s real-time guidance in real-time on our first call.