Coaching For Agents
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10About Balto
Balto is a cloud-based call center solution for businesses of all sizes. The solution deploys artificial intelligence to support sales, customer service and collection teams in training reps and analyzing customer issues.
Balto listens to phone calls, and then live on-call, it tells the rep what to say next. It standardizes messaging trends by managing scripts and detecting missed conversation elements such as pains, concerns and objections. The solution automatically detects caller-side questions and provides real-time resolution to the agent. In addition, it triggers discovery questions for agents to further probe client challenges.
Balto fosters soft skills such as active listening, empathy, de-escalation and rapport building by alerting agents whe...
3 Reviews of Balto
Overall rating
4.67 / 5 stars
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April 2019
Anonymous
Verified Reviewer
Company Size: 11-50 employees
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2019
Wow! Balto really helped us get sales people up to speed fast
Pros
Balto made it incredibly easy to bring someone from fresh hire to revenue generating in a short amount of time
Cons
Haven't run into any huge issues yet. Awaiting a few features but they are being built!
January 2019
Brandon from Midwest Recovery Systems
Company Size: 51-200 employees
Industry: Financial Services
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
4.0
January 2019
Real Time vs Post Call Superiority
Overall, Balto is a great tool for increasing compliance adherence, overall sales / conversions, and suggestive call guidance. We've seen a 40% decrease in compliance violations as an organization in a period of 6 months. THIS IS HUGE in our world! We've also increased our conversions by 4% over the last 3 quarters by targeting areas of opportunity in missed voice progressions. Being in the industry for 15+ years, I would put my stamp of approval on the product all day long.
Pros
The fact that the platform coaches and recognizes deficits in real time is crucial! Every other provider in our market does post call analytics, which we all know does no one any good, considering you've either A) Already broke the law, company policy, client policy, etc., or B) You've not converted the account and have lost money. Balto allows us to capitalize on these opportunities, getting manager engagement, while the consumer is STILL ON THE PHONE!
Cons
The downfall to the technology is that we have not yet synced the system to our CRM so there is seamless reporting integration. It makes things a little more challenging for our QA team to identify what phone number we spoke to the consumer on so multiple reports have to be compiled to extract the data points necessary for coaching.
July 2019
Anonymous
Verified Reviewer
Company Size: 501-1,000 employees
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
3.0
Functionality
3.0
July 2019
Closing Sales in a Flash!
Pros
It's been paramount in helping get our newest hire up to speed effectively and efficiently.
Cons
Still eager to find the right CRM platform to sync up with this.