4.8 Stars On G2
Balto's Real-Time Guidance Has 2 Tools To Maximize Revenue
Real-Time Coaching for Agents
The only way to consistently scale "perfect" to thousands of agents.
Real-Time Management for Managers
The only way for management to coach perfect behaviors at scale, maintain quality, and know what's working and what's not.
Agents execute managers’ best practices on every call, which leads to perfect behaviors at scale.
Powered by AI, Balto’s Real-Time Coaching listens to both sides of a conversation and visually prompts agents with the best thing to say, live on every call.
Balto’s Real-Time Coaching has five important features.
Balto helps agents get your call flow right every time.
Balto reminds agents of your call flow so that agents stay on track and effectively carry out conversations.
When an agent says a checklist item, Balto hears it and automatically checks it off.
When the final item is said, Balto shoots confetti to reinforce the good habit of successfully completing the call.
Balto helps agents always know key statements, word for word, during every call.
Balto listens to both sides of a conversation and automatically shows agents what to say when they need it most.
Successful rebuttals, compliance statements, and exact product knowledge instantly pop up when agents need them most.
Agents using Balto always know the most effective way to answer a question or move a conversation forward.
Balto helps agents form great habits and managers ensure a unified contact center voice.
Backed by decades of habit-formation psychology, Balto’s Notifications give agents instant feedback on keywords, soft-skills, and other habits they need to get right every time.
Agents using Balto form great habits and always leave customers and prospects with the same feeling of your company’s brand.
Balto helps agents remember new strategies and contests.
With the click of a button, management instantly puts a sticky note on each agent’s computer. Some of our best customers use the sticky note in these ways.
- New strategies (like, try the assumptive close)
- Contests (like, whoever uses the most checklist items this week wins a $200 Amazon gift card)
Agents using Balto always remember your reminders.
Balto shows agents how they’re doing compared to other agents.
Balto’s Leaderboard updates in real-time based on how well agents use Balto. Agents can access the leaderboard online or, if they’re in office, managers can put the leaderboards on big TVs.
Leaderboards hold agents accountable and create competition which leads to better results.
Management at contact centers use Balto to ensure agents use their best practices and guide the entire contact center to more revenue.
Balto’s Real-Time Management has four important features.
Agent Performance Dashboard
Know what’s happening on 100% of calls.
Balto automatically converts every call into data. This data goes to a dashboard and shows individual agent and overall team performance. With Balto, you know exactly who’s adhering to best practices, saying compliance statements, and much more.
With the click of a button, you can see transcript snippets of a call, so you can get context without listening to the entire call.
Gone are the days of listening to full call recordings.
Win Rate Analysis
Automatically know what leads to more revenue.
Balto’s Win Rate Analysis automatically analyzes data on the effectiveness of specific phrases across all agents. These phrases typically include rebuttals, de-escalation statements, and detailed product positioning.
Once there’s enough data, Balto automatically shows agents which phrase is most effective, so they can win more calls.
Automatically analyzing wins and pushing what’s working best to agents is the new normal.
Track trends that lead to transformation.
With Trend Analysis, you can look at agent trends, consumer trends, or competitor mentions in real-time.
These trends inform high-level strategy and show you how to drive more revenue through your contact center.
Continuously act on data and see revenue grow.
In the Agent Performance Dashboard, you have access to data that shows what’s working and what’s not. With the push of a button, you can use this data to make changes at scale.
You can send agents new winning phrases, important points, reminders, and competitions which immediately appear on every agents computer. The best part? There’s no code involved. Anyone can easily make these changes.
With Balto, there’s no excuse to stop improving your metrics.