#1 most frequent
United States of America
86.4%38 installations of 44
What is Balto?
Balto is a real-time guidance tool for contact centers from Balto Software in St.Louis. Balto provides sales managers a way for to coach call rep behaviors at scale, maintain quality, and know what's working and what's not. Balto offers dynamic prompts, listens to both sides of a conversation, and can insert preferred rebuttals and responses that agents can then read. And it includes desktop sticky notes, used to send reps reminders, contest details, strategic reminders, or other notes.
Balto converts calls into data automatically, sending data to a dashboard for manager review of individual or team performance. The data includes win rate analysis for particular phrases or strategies, and trend analysis. With its Playbook Designer, managers can change strategy and send agents new techniques or language when a particular approach does not appear to work.
Balto’s Leaderboard feature 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.
The vendor states Balto is backed by decades of habit-formation psychology, and that Balto’s Notifications give agents instant feedback on keywords, soft-skills, and other habits they need to get right every time.
Balto converts calls into data automatically, sending data to a dashboard for manager review of individual or team performance. The data includes win rate analysis for particular phrases or strategies, and trend analysis. With its Playbook Designer, managers can change strategy and send agents new techniques or language when a particular approach does not appear to work.
Balto’s Leaderboard feature 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.
The vendor states Balto is backed by decades of habit-formation psychology, and that Balto’s Notifications give agents instant feedback on keywords, soft-skills, and other habits they need to get right every time.
Categories & Use Cases
Media
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Screenshot of With Balto Notifications, 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.
Who Buys & Uses Balto
#2 most frequent
Canada
2.3%1 installation of 44
#3 most frequent
Cyprus
2.3%1 installation of 44
Balto will help your agents become more successful faster and stay successful.
Use Cases and Deployment Scope
Balto is an amazing tool that allows our agents to help our beneficiaries, it listens to both sides of the call and makes sure the agent is not missing out on key information given by the beneficiaries. This allows for a better customer experience and overall a better relationship between our company and our beneficiaries.
Pros
- Hears and prompts the agent when key points are mentioned.
- Helps us celebrate our successes.
- Helps our new hires become successful right away.
- Provides an interactive roadmap that changes based off the current call.
Cons
- Just making sure it is hearing what is said correctly.
Most Important Features
- Prompts when phrases are said
- Resource for information
Return on Investment
- The new hires are able to meet needed numbers much faster with Balto.
- Current agents who use Balto preform better than agents that do not.
The trusted Dog that will help lead you to success
Use Cases and Deployment Scope
To keep up on track with our presentation to our clients from start to finish. We follow the verbiage to keep track of where we are to go with the questions and what we need to find out to assist the customer in their enrollment. If we follow Balto we will also get a great score on the Q & A.
Pros
- Lights up to let us know we are following the script.
- Makes sure we are asking and gathering all the correct questions.
- I like that we get confetti at the end to tell us we have done a good job.
Cons
- If we jump over a bullet point it sometimes does not go back to an unlight question when we do.
- If we get a transfer from a fellow agent it doesn't show the correct verbiage to use.
- It takes a little too long to go from OB verbiage to IB verbiage.
Most Important Features
- It helps us with our Q & A scores
- It helps us to keep ourselves on track to give the client what they need and what they want.
Return on Investment
- This question is above my pay scale.
