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.

Categories & Use Cases

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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.

Guide agents through make-or-break moments. Balto's Dynamic Prompts automatically show agents what to say when callers ask questions, have concerns or share critical information.

Balto automatically scores 100% of calls so you can focus on improving conversations – not on scoring them.

Balto's Dashboards show scores for individuals and groups of agents in real-time, breaking down scores into individual categories.

Get a complete picture of call quality without having to wait hours for processing.

No more saying the wrong things in make-or-break moments. Guide every rep to sell like your top performers.

Balto guides reps to win the call and measures what’s working in real-time. Increase conversion rates by up to 26% in just 45 days.

Learn more at https://www.balto.ai/sales/

Balto shows reps how to stay compliant and correct mistakes in real-time while keeping track of every conversation. Get bulletproof compliance.

You can’t go back to non-compliant calls, so why not mend things before the conversation is over?

Learn more at https://www.balto.ai/compliance/

Balto powers up your agents to perfect every conversation. Get better customer experiences with Balto Real-Time Guidance.

No more long call times or call backs while agents search for information. Guide your agents to take control from “hello” to “goodbye”.

Learn more at https://www.balto.ai/customer-experiences/

Ready to see how Balto can help you and your business succeed? Go to baltosoftware.com/demo.

Want to learn more? Go to https://www.youtube.com/watch?v=gLSnH-2bLi0 to watch Balto Real-Time Guidance in action.

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Verified User

Supervisor in Sales (501-1000 employees employees)

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.

Verified User

Consultant in Sales (501-1000 employees employees)

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.