“Balto has helped us transform our compliance and onboarding processes, and the real-time reporting features have been a game-changer. Our agents feel more confident, and we have the data we need to coach them effectively.”

One Mnet Health, a leader in medical billing and first-party collections, faced challenges in maintaining compliance, onboarding agents quickly, and effectively managing their quality assurance (QA) process. By implementing Balto’s real-time guidance and AI-driven reporting, One Mnet Health has not only improved their compliance metrics but also boosted agent confidence and enhanced overall performance.

Challenges

One Mnet Health’s collections department operates in a demanding environment where agents handle 150 to 300 calls per day. Key challenges included:

  1. Compliance Monitoring: Manual spot checks limited the ability to maintain comprehensive oversight of agents’ adherence to compliance standards.
  2. Rapid Agent Onboarding: As the company scaled, onboarding new agents efficiently while ensuring consistent script adherence was critical.
  3. Effective Reporting: Previous manual call reviews lacked consistency and comprehensiveness, limiting the supervisors’ ability to coach agents effectively.

Solution

One Mnet Health turned to Balto for its robust capabilities in providing real-time guidance to agents, comprehensive reporting dashboards, and advanced AI-driven insights.

  1. Real-Time Agent Guidance: Balto’s live checklist acts as a guide during calls, helping agents follow scripting and meet compliance requirements. New agents especially benefited from this feature, as it reduced their reliance on notes and increased their confidence on calls.
  2. Improved Compliance Tracking: Balto’s automated reporting allowed One Mnet Health to shift away from manual call reviews. Managers can now see a broader picture of agent performance, identifying where compliance issues occur and addressing them with targeted coaching.
  3. Accelerated Onboarding: By providing consistent scripting support and real-time feedback, Balto made the onboarding process faster and more efficient. New hires reported feeling more supported and less overwhelmed, thanks to Balto’s on-screen guidance.
  4. Enhanced Reporting and Coaching: Supervisors were particularly impressed with Balto’s AI capabilities, such as Balto GPT. This tool allows them to ask specific questions and receive detailed insights into which checklist items lead to successful call outcomes. This granular data helps pinpoint coaching opportunities and tailor training efforts effectively.

Results

Since implementing Balto, One Mnet Health has seen significant improvements in compliance rates, rising from 30% to nearly 70%, despite the complexities of varying call scenarios. Balto’s AI-driven insights enabled management to identify key compliance factors, resulting in better-coached and more confident agents.

Key Benefits

  1. Increased Compliance: Compliance rates have more than doubled, moving from 30% to around 70%.
  2. Faster Agent Onboarding: New agents now require less handholding, thanks to Balto’s live call guidance and intuitive interface.
  3. Improved Agent Confidence: The live checklist and immediate feedback boosted agent confidence, reducing stress and enhancing their performance.
  4. Data-Driven Coaching: AI-driven insights helped supervisors identify successful call behaviors and tailor coaching sessions accordingly.

Conclusion

For One Mnet Health, Balto has proven to be a critical partner in their journey to optimize collections operations. From reducing onboarding times and boosting compliance rates to improving data-driven decision-making, Balto has empowered One Mnet Health to excel in its industry while continuously adapting to new advancements in AI.