What do you like best?
What I like best about Balto is the fact that this program coaches and recognizes deficits in real time. Post call analysis is good for certain things, but to be able to ensure that all points are being reached as well as ensuring policy and law are being adhered to is tremendous, especially while the patient / customer is still on the phone.
What do you dislike?
What I dislike about Balto is that as of right now, it is not fully synced with our CRM for seamless reporting integration. Right now we are having to be creative with multiple reports to compile and extract data points necessary for feedback/coaching. It would be much more convenient if it was less labor intensive after the call to identify which phone number we spoke to the customer / patient on.
Recommendations to others considering the product
I highly recommend using Balto to anyone who has representatives who primarily make or receive phone calls. Being able to get immediate feedback is invaluable.
What business problems are you solving with the product? What benefits have you realized?
The problems we are solving with Balto is a much higher quality experience for our patients / customers as well as a much faster way to fix potential problems before they even start. The benefits of this should be obvious, but it means that all salient points are being met, all insurance requirements for my company are taken care of and it solves the issue of willful subordination as there is no excuse for not following procedure if it is clearly being projected for the customer service representative to execute.