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.