Call Center Management Help Your Agents Say
the Right Thing On
Every Call

Balto shows agents the best things to say,
automatically scores 100% of calls, and alerts managers for coaching moments, in real-time.

“BALTO IS CALL CENTER MAGIC”

Randy Clapp, CRO, Advantage Communications

Increase in CSAT

Faster Ramp Time

Faster Customer Service

Explore the Real-Time
Guidance Platform

Optimize your contact center scripts with software that uses the power of artificial intelligence

Call Center Management

Simply put, call center management is defined as the way that organizations and companies handle the day-to-day operations of their call centers. This includes many responsibilities such as employee training, scheduling, interacting with customers, and more.

Balto is an AI solution that is meant for agents at contact centers to use. Balto is used during phone calls with customers to help agents have the best sales and service conversations with optimal outcomes. In turn, this improves call center management from the ground up. There are many benefits that come with the way that the Balto Cloud App can help call center managers coach, perform call center case management, do quality assurance, and reduce average handle time in the call center

Balto offers real-time agent coaching opportunities for call center managers, and it scores all calls for real-time quality assurance. This means that the call center managers will be alerted and may be able to coach the right calls that require coaching, all done in real-time.

For example, a compliance alert may occur when the call center agent says something qualifying, such as promising that a customer is sure to be qualified for something. Then, the manager can immediately ping the agent and the coaching moment can be done in real time. 

In addition, sometimes your call center agents might be wondering or unsure of what exactly to say in every situation. Balto conveniently shows agents the best things to say. Balto is also able to automatically score 100% of calls, making the scoring process easier to track and monitor.

Balto simplifies the coaching process for the contact center management as it can alert managers for coaching moments in real time and also provides your admin with important conversion and call information. Agents can use the Balto App during calls for real-time feedback and input. On the other hand, admins can use Balto Cloud to configure Balto, analyze data, and coach in real time.

Because call center managers may be able to use Balto for coaching opportunities with their call center agents in real time, a call center’s operations management may be meaningfully improved through Balto. 

Call Center Software

Any call center receiving calls from customers or potential customers is able to reap many benefits from an inbound call center software. Of all the call center software out there, Balto may be the best call center software for you because of its ability to offer real-time guidance, quality assurance, and coaching.

The Balto Cloud is a cloud-based call center software. Using this top call center software, call center managers can configure Balto, analyze data, and coach in real-t

The Balto Cloud is a cloud-based call center software. Using this top call center software, call center managers can configure Balto, analyze data, and coach in real time.

Your call center might also appreciate using the best call center software for Salesforce. Balto integrates with Salesforce and many other phone systems. Having or not having a particular integration can mean the difference between a simple call center software and an excellent call center software.

Balto integrates with the most trusted phone systems out there. In addition, if you do not see your contact center’s phone system on Balto’s current list of integrations, that’s not a problem. Balto works with most cloud-based phone systems. On top of that, Balto can build new integrations in less than 60 days, meaning that Balto’s list of integrations is constantly updated and evolving. 

Call Center Management System

Managers undertaking a new call center management system project with agent training and coaching in mind might wish to check out Balto’s AI-powered software, which helps improve the quality of call center conversations through real-time guidance.

Managers  use Balto’s Smart Checklist, Dynamic Prompts, as well as numerous dashboards for call center management training to help their agents improve call flow.

An offering of key phrases can also help agents out, especially in a pinch. Agents learn the best key phrases to use through the agent-side application of Balto’s call center management software. The call center management system may be overall improved with Balto’s call center management software.

With Real-Time Coaching and Dynamic Prompts, Balto can help agents make better conversations that are compliant. The prompts offer the best discovery questions and rebuttals to agents during a call.

In addition, Balto’s reporting allows call centers to quickly identify and instantly scale top-performing behavior from agents.

Managers can use the Cloud App from Balto to coach, run QA, as well as delve into the data provided by the software. Admin can create alerts that are triggered by certain keywords, phrases, or soft skills. 

There is a customizable catalog provided by Balto that can help you monitor your call center agents’ conversations and send alerts when there are any negative or informative events that have been marked as triggers. When a trigger is set off, managers are instantly notified through an alert to their Cloud App to see which calls may need real-time coaching.

Call Center Management Best Practices

Many times, call center managers may want to use call center management best practices to implement successful call center strategies. Best practices for customer service include having a centralized knowledge base, avoiding negativity and promises, creating a system for organizing customer inquiries, and using call monitoring tools. 

Call center best practices include having good agent training and coaching, as well as using helpful call center software. Adequate and thorough call center agent training can greatly boost a call center’s customer success and satisfaction. 

Another benefit to using Balto is that Balto has many integrations that are convenient and advantageous to you.

Integrations can be fairly easy to set up, most of them taking 30 days or fewer to set up. The integration consists of an API request to the Balto servers, which allows Balto to work in sync with your soft phone system. 

Balto also offers a Live Listen function that means that if a call has resulted in an alert to a manager’s Cloud App, the manager can choose to listen in on the call with a simple click. This can make the process of agent coaching more efficient and easy because managers can get a real-time transcript of the conversation, providing more insights into what exactly led to a particular alert. 

Call Center Organizational Structure

There are many types of call centers, but a lot of them have similar lines of thought when it comes to call center organizational structure best practices. 

The typical call center organizational structure consists of executive, managerial, supervisory positions, as well as staff positions. This means that there are typically call center managers, team leaders, and call center agents. Of course, the size of the center and particular needs of the organization can influence what positions exist or do not exist, and how many members of each position exist.

When it comes to training and improving the success rates of agents, a call center software such as Balto may be able to help. Balto seeks to improve the effectiveness of a call center’s agent training possibilities by enabling agents to receive real-time training and quick feedback from the managers and agent coaches. Balto can do this by guiding agents to say the right thing live and sending alerts to admins who are on Balto Cloud.

Call Center Improvement Ideas

Any call center can benefit from call center improvement ideas. An action plan for call center agents may be one of those ways, where managers can use innovative customer service ideas to help the growth and maintenance of their call center, with the best practices for call centers in mind. 

Call center managers may be able to more effectively create an action plan for their call center agents with the reports they receive from Balto. This action plan for call center process improvement can show how individuals or groups of agents are performing so they can tailor their coaching programs for better call quality. 

Call Center Development Ideas

Many call center software companies can benefit from a clear call center development plan that aims to use the call center best practices, such as improving knowledge base, conversation quality, and agent training. Managers making an action plan might search for call center development ideas and call center automation ideas online to find the most useful and best call center presentation. 

Balto may be able to help your organization’s call center ace more conversations, leading to higher conversion rates and more customer satisfaction.

With the aim to improve your overall customer call center experience from poor or satisfactory to excellent, Balto has created incredibly useful solutions that can help your organization increase conversion rates, boost conversational quality, and perform more effective agent coaching.

Your call center just needs an established phone system, since it is important to note that Balto is not a phone system. In addition, Balto will not replace any part of your phone system. For your agents to use Balto, they will need either a Windows or Mac computer. They will also need headsets.

Related Pages

Call Center Compliance | Sales Coaching | Contact Center Software| Call Center Software | Customer Service Skills | Call Center Scripting Software