You don’t build a world-class contact center by accident.

You train your agents, refine your playbooks, and invest in technology to optimize customer interactions. But there’s a quiet bottleneck that’s holding your team back, and it’s not in the front office.

It’s buried in the workflows most leaders overlook: The back office.

The back office doesn’t create great customer interactions. It supports the people and processes that do.

Automating the work behind the work is your next growth lever.

Coaching, QA, and compliance — reimagined

When we talk about the back office, we’re talking about the tasks that are essential but time-consuming. The prep work for coaching, the call scoring, the compliance work. The stuff that bogs down your best people and delays the impact they can have.

Here’s what that looks like in practice:

  • Coaching: Instead of manually reviewing calls and building coaching packets, Balto curates the most coachable moments for each agent, automatically. Supervisors can jump straight into meaningful conversations without the prep work.
  • QA: Manual call scoring limits your visibility. With Balto, every call is automatically evaluated for quality. No more random sampling. No more backlog. Just instant insights and fair, consistent evaluations.
  • Compliance: Why wait for a surprise violation when you can scan every call in real-time for risk? Balto flags and curates potential compliance issues, giving your team a digestible list to review before small problems become big ones.

These aren’t futuristic ideas. This is live in production, delivering value today.

Why this matters

A lot of AI tools promise better experiences for your customers. But the best way to create those experiences isn’t just throwing bots on the front lines. It’s powering your team to operate at their full potential.

When you automate the back-office grunt work, you:

  • Free supervisors to actually coach.
  • Let QA teams focus on trends instead of scoring.
  • Help agents improve faster because feedback is immediate and actionable.

This is how you create a contact center that runs faster, gets smarter, and scales without burning out your people.

This isn’t just efficiency. It’s acceleration.

Speed isn’t a luxury in 2025. It’s a requirement. And speed doesn’t just come from call handle time or faster sales cycles—it starts in the systems you build behind the scenes.

At Balto, we’re designing AI to do what it does best: eliminate friction. Not by replacing humans, but by supporting them. So your people can spend more time on what only they can do—building trust, solving problems, and delivering amazing experiences.