“Balto has done a great job of being a true business partner to us. We’re not interested in a vendor, but a business partner that lets us achieve our goals together.” – Senior Operations Leader, Office Retail Company

Giving Agents the Information They Need

“There’s less focus on us entertaining the customer to try to win them over. We win them over by delivering on what we promised we’d deliver, doing that in the most efficient manner, and respecting their time as well as ours. If they want us to slow down and take the time with them, we can afford to do that now because we’ve just made up so much time elsewhere. It’s leveraging our talent where our customers need and want them the most.”

“Historically we were providing agents with a target of 3 minutes after call, and in our world, because the note requirements are pretty in depth, 3 minutes was even a stretch target, we weren’t achieving it. That’s a fully automated process now. Just that on its own, the customer doesn’t feel it at all, zero. The customer is already off the phone by the time that happens. Just in automating that feature through Balto, that saves us 3 minutes per interaction. You scale that out and that is significant.” – Senior Operations Leader, Office Retail Company

Better Hiring, Better Agents

“It’s a challenging world out there as recruiters. We do face high turnover rates, so we’re always looking and we’re always hiring. But because of the nature of our business, it’s a tough talent profile to hire for. We’re shopping for language skills because we’ve got two national languages in Canada. We’re shopping for customer service skills. We’re shopping for technical skills. You find one associate that has all that, you want to hold on for dear life, right? They’re tough to find, but they’re also tough to maintain because they’re extremely marketable.

“That’s a heavy skill set and we obviously want them to flourish. With a tool like Balto, what it’s allowed us to do is lower those bars a little bit because they have an aid. “

That’s a heavy skill set and we obviously want them to flourish. With a tool like Balto, what it’s allowed us to do is lower those bars a little bit because they have an aid. They’ve got a co-pilot that’s helping them navigate this challenging world. Some of those skill requirements can now be taught as opposed to acquired because we have this tool to help us with it.” – Senior Operations Leader, Office Retail Company

Prioritizing Agent Experience

“Prior to deploying Balto, my leadership team and I had some pretty in-depth conversations about, ‘Hey if we put ourselves in our agent’s shoes, how are they feeling because of this? How does this, does this actually improve their life or will it be taken the wrong, will it go in the wrong direction?’ You can’t forget about your team. The team’s the one doing the work. If you go into it with that as a guiding principle and you’re relentless in that pursuit, I think you’ll achieve it.

We’ve heard their feedback that this is high-velocity work. There is a very broad portfolio in the sense that they’re servicing customers about this, about one thing on one call and then completely pivot to the next. There’s a lot of pressure. They need help. They need some sort of tool to assist them. That’s really what [Balto] was.” – Senior Operations Leader, Office Retail Company