Real-Time Guidance for contact centers to increase conversions, deliver a world-class customer experience.
AI Powered
Retail Case Studies and Success Stories with Balto
CASE STUDY Leading office retail company
Balto helps a leading office retail company improve customer experience. The company automated after-call note taking, saving 3 minutes per interaction. This lets agents focus more on customers and l...ess on manual tasks. Balto also helps with hiring by lowering skill barriers, making it easier to train new agents. Agents report that Balto makes their work less stressful and more efficient.
Balto helps a leading office retail company improve customer experience. The company used Balto to automate after-call note taking, saving 3 minutes per interaction. This lets agents focus more on cu...stomers and less on manual tasks. Balto also helps with hiring by lowering skill barriers, as agents get real-time support. The tool improves agent experience and helps the company deliver on its promises efficiently.
Health, Wellness and Fitness Case Studies and Success Stories with Balto
CASE STUDY One Mnet Health
Balto helped One Mnet Health improve compliance and quality assurance in their collections department. The company faced challenges with manual compliance monitoring, slow agent onboarding, and incon...sistent reporting. Balto provided real-time agent guidance, automated reporting, and AI-driven insights. Compliance rates increased from 30% to nearly 70%. New agents onboarded faster and felt more confident. Supervisors used data-driven coaching to improve agent performance.
Balto gave NYPCC real-time guidance for their reps on every call. NYPCC wanted to make conversations more consistent and value-based. Balto helped reps handle objections and stay compliant. Call qual...ity improved and compliance issues dropped. Reps felt more confident and managers spent less time on corrective coaching.
Balto helped Redirect Health improve member experiences. Redirect Health used Balto to support their reps with real-time tools. Team members were first worried about AI, but Balto's clear communicati...on helped ease concerns. Compliance scores rose from 60-80% to 93-95%. NPS scores increased to 65-70%. Balto GPT let reps review calls and get instant feedback, making it a key part of their workflow.
Balto helped One Mnet Health improve compliance and quality assurance in their collections department. The company faced challenges with manual compliance checks, slow agent onboarding, and inconsist...ent reporting. By using Balto’s real-time agent guidance and AI-driven reporting, they doubled compliance rates from 30% to nearly 70%. New agents onboarded faster and felt more confident. Supervisors used AI insights to coach agents more effectively, leading to better performance and data-driven decisions.
Education Case Studies and Success Stories with Balto
CASE STUDY Pima Medical Institute
Balto helped Pima Medical Institute improve efficiency in their admissions contact center. The team used Balto's Real-Time Guidance and Notetaker to speed up agent training and reduce manual work. Ba...lto's QA and Call Explorer features made it easier to score calls and track agent performance. As a result, Pima Medical's show rate for interviews increased from 55% to 56.5%. Overall conversions from leads to interviews rose by 2.7%, leading to thousands more student interviews.
Balto helped Pima Medical Institute improve efficiency in its admissions contact center. The team used Balto’s Real-Time Guidance and Notetaker to speed up agent training and reduce manual work. Balt...o’s QA and Call Explorer features made it easy to score calls and track agent progress. The show rate for student interviews increased from 55% to 56.5%. Overall conversions from leads to interviews rose by 2.7%, resulting in thousands more student interviews.
Insurance Case Studies and Success Stories with Balto
CASE STUDY AmTrust
Balto helps AmTrust improve agent and customer experiences with real-time guidance. AmTrust uses Balto to support their agents during calls. The solution gives agents instant help and feedback. This ...leads to better conversations and happier customers. AmTrust benefits from smoother operations and improved service quality.
Hospital & Health Care Case Studies and Success Stories with Balto
CASE STUDY Integris Health
Balto’s AI-powered real-time guidance platform helped Integris Health improve patient support and streamline contact center operations. Integris Health faced high call volumes and challenges in quali...ty assurance and identifying patient pain points. With Balto, agents used active listening protocols and real-time checklists, leading to better quality scores and more efficient issue resolution. Patient survey participation increased from 15% to over 25%. The solution also reduced call volume related to specific patient inquiries and improved one-call resolution rates.
Balto’s AI-powered real-time guidance platform helped Integris Health improve patient support and streamline contact center operations. Integris Health faced high call volumes and struggled with qual...ity assurance and identifying patient pain points. With Balto, agents used active listening protocols and real-time checklists, leading to better quality scores and more efficient issue resolution. Survey participation rose from 15% to over 25%. The system also reduced call volume related to Native American health benefits and improved one-call resolution rates.
Balto helped NYPCC, a New York-based mental health organization, improve call consistency and compliance. NYPCC needed real-time guidance for their reps to handle objections and follow compliance rul...es. Balto provided live prompts and suggestions during calls, fitting smoothly into NYPCC's workflow. As a result, reps handled objections better, compliance issues dropped, and call quality improved. Managers spent less time on corrective coaching and more on strategic work.
Other Industry Case Studies and Success Stories with Balto
CASE STUDY Renewal by Anderson
Balto helps Renewal by Anderson improve customer service for window replacement. The company uses Balto to give agents flexibility while keeping key messages consistent. Onboarding time for new hires... is shorter, saving money and helping agents get ready faster. Real-time coaching with Balto lets managers address issues or reinforce good practices during calls. Set rates improved compared to last year, showing better performance.
Balto helped Renewal by Anderson improve their homeowner experience. The company used Balto to give agents more flexibility while keeping key parts of the script consistent. Balto also made onboardin...g faster, saving time and money. Real-time coaching with Balto let managers help agents during calls, not just after. Renewal by Anderson saw better set rates this year compared to last year.
Balto helped EmpiRx move customer service in-house and train a new team quickly. EmpiRx used Balto's real-time guidance, call transcripts, and QA tools to support agents and improve performance. Ramp... time for new hires dropped by up to 50%, from 6–8 weeks to just 4 weeks. Quality scores increased by 5–10% as agents followed structured guidance. QA teams now review 100% of escalated calls, leading to faster follow-up and better service.
Balto helped Redirect Health improve member experiences. Redirect Health used Balto to boost service quality and address stagnant NPS scores. Team members first worried about AI replacing jobs, but c...lear communication eased concerns. Compliance scores rose from 60-80% to 93-95%. NPS now stays between 65% and 70%. Balto GPT lets reps review calls and get instant feedback, making it a key part of their workflow.
Balto helped PJ Fitzpatrick improve sales and training in their call center. The company wanted to make sales calls more natural and speed up new agent training. Balto's real-time guidance and dynami...c scripting let agents respond better to customers. PJ Fitzpatrick saw a 35-40% increase in set rate, an 18% drop in handle time, and training time cut by 12 hours per agent. The partnership with Balto also improved issue rates and customer experience.
Balto helped EmpiRx move customer service in-house and train a new team quickly. EmpiRx used Balto's real-time guidance, call transcripts, and QA tools to support agents and improve performance. Ramp... time for new hires dropped by up to 50%, from 6–8 weeks to just 4 weeks. Quality scores increased by 5–10% as agents followed structured guidance. QA teams now review 100% of escalated calls, leading to faster follow-up and better service.
Balto helped Credit Control Corporation improve their debt collection operations. The company faced slow call analysis and long agent training times. With Balto’s AI and Call Explorer tool, superviso...rs reduced call review time from a full day to just two hours. Automated call categorization and dynamic prompts made agent training faster and more effective. Credit Control Corporation saw higher conversion rates, lower operational costs, and better consumer interactions.
Balto helped Credit Control Corporation improve debt collection operations. The company faced slow call analysis and hard agent training. Balto's AI tools cut call review time from a full day to two ...hours. Automated call categorization let supervisors focus on key calls. Dynamic prompts and micro-coaching improved agent negotiation and conversion rates. Credit Control saw lower costs, faster call handling, and better results with Balto.
Balto helped PJ Fitzpatrick improve sales and training in their call center. The company wanted to make sales calls more natural and speed up new agent training. Balto's real-time guidance and dynami...c scripting let agents respond better to customers. Set rates grew by 35-40%, from 53% to 72%. Handle time dropped by 18%. Training time for new agents was cut by 12 hours. PJ Fitzpatrick now delivers better customer service and has a stronger team.
Bicester company shortlisted for two European awards
Valda Energy has been shortlisted for two categories at the European Contact Centre and Customer Service Awards 2025, including the Greatest Impact of a Single AI Solution for its use of Balto, an AI...-powered call guidance platform. Balto has enhanced customer satisfaction and operational efficiency at Valda Energy.
