ST. LOUIS, Mo. — Balto, the #1
Real-Time Guidance platform, has announced the end of contact center coaching
and QA as we know it with the launch
of two new products: Real-Time
Coaching and Real-Time
QA.
With 70 million
analyzed calls under their belt, Balto is no stranger to bringing outdated post-call practices into the future. “When
we launched Real-Time Guidance in 2017, we wanted to make conversations better as they’re
happening – not after they were over,”
says Balto CEO Marc Bernstein.
“We set out to change the game for contact centers by scaling excellent conversations at the push of a
button. Now, we’re coming for contact center
coaching and QA.”
Rather than
relying on small, random samples of calls to gauge agent performance and waiting
days or weeks before coaching
sessions, Real-Time Coaching
and Real-Time QA will bring both into real-time, with 100% visibility into all calls.
“It’s time for a
change. No more post-call coaching and QA,” said Bernstein. “These tools take Real-Time Guidance
beyond the agent level. Now, organizations can unilaterally move forward in real-time across different departments.”
Real-Time QA: Say Goodbye
to Random Sampling
and Hours Spent on Call Recordings
During many
conversations with customers and contact center leaders, Balto heard what the perfect QA system would look like:
A process that automatically scores
100% of all calls that managers can see instantaneously.
So they’ve built exactly
that: Real-Time QA.
What can users expect to see?
- Complete visibility: Score 100% of calls and create unlimited
scorecards, so different
teams can measure
what matters to them – no more,
no less.
- Real-Time Data: See how the call floor is doing at the moment – QA scores instantly
populate when calls
end.
- A Lot Less Work: Create new scorecards in less than five minutes
while Balto automatically scores as many calls as needed
Real-Time QA seamlessly integrates with the current
Balto platform.
Real-Time Coaching: Coach the Right Calls as They’re Happenin
Live coaching
isn’t new. But with current
coaching tools, it’s hard to tell which calls to coach. And in the meantime, managers are wasting
time searching for a good coaching opportunity instead
of actually coaching.
When building a coaching
tool, Balto directly
addressed this issue.
Real-Time Coaching alerts managers for key in-call moments in real-time.
And unlike other listen, chat,
or coaching tools,
this one allows
managers to join the call and guide the agent with just a few clicks — all in the same platform.
Here’s what users will see:
- Never miss key moments:
Balto tells managers
which calls to join, based
on their own criteria.
- Immediately impact the outcome of critical calls: Instantly join live calls with the push of a button. While listening,
managers can use chat to guide agents or commend a job well done.
- Measure coaching effectiveness: An Activity Log tracks the amount of triggered alerts,
and where managers
responded. Users can also generate
reports showing agent performance and triggers over time.
Real-Time QA and Coaching to arrive
on August 9
For those who want to see a full picture
of what Real-Time QA and Coaching will offer, CEO Marc Bernstein will preview both tools in a live-stream on August 9, 2:30 PM CST.
Guests can register for the event here. A recording of the stream
will be available on Balto’s
YouTube Channel.
About Balto
Balto is the #1 Real-Time Guidance
platform for contact
centers. Balto is centered around
a simple truth: Better
conversations make more money. Powered by AI, Balto scales best practices to agents with the push of a
button and gives immediate insight into what’s
working and what’s not. Founded in 2017 and based in St. Louis,
Missouri, Balto has guided over 70 million conversations around the world.
Contacts
Marc Bernstein
CEO, marc@balto.ai
Chris Kontes
COO, chris@balto.ai
