In the competitive world of debt collection and customer service, companies face constant challenges related to operational efficiency, interaction accuracy, and agent training.
Credit Control Corporation recently shared the difficulties they encountered and how implementing Balto’s AI solutions transformed their approach.
The Initial Challenge: Managing High Volumes of Consumer Interactions
Credit Control handles a high volume of daily calls. Naturally, this leads to challenges. First, the process of categorizing interactions and assessing the effectiveness of their communication with consumers was slow and cumbersome. It was difficult to determine how many consumers were actually responding to initiatives such as sending statements or payment reminders.
Additionally, agent training presented another major challenge. With multiple lines of business and different protocols, reducing agent training time without compromising service quality was critical. Supervisors also needed tools that allowed them to quickly analyze interactions and provide effective feedback to their teams.
The Decision to Choose Balto
Credit Control needed a solution, and decided on Balto. Why? The ability to customize the categories that Balto uses to classify each call.
This allowed Credit Control to evaluate how many calls were related to insurance issues or simple questions about statements. By doing so, they could adjust their communication strategies and more efficiently address the problems consumers were facing.
Results: Reduced Time and Improved Efficiency
One of the first significant achievements after implementing Balto was the substantial reduction in call analysis time. Previously, supervisors could spend up to a full day reviewing 34 calls. With Balto and its Call Explorer tool, Credit Control was able to complete this analysis in just two hours. Additionally, by automating call categorization, supervisors could focus on interactions that truly required attention, saving valuable time.
Another transformative aspect was the use of automatic call summaries and the ability to dive into details only when necessary. This enabled managers to quickly categorize interactions and make informed decisions on where to focus training efforts.
Dynamic Prompts in Agent Training
Despite early success, agents had trouble adjusting to Balto’s Dynamic Prompts — they were uncomfortable with the formal language used in the prompts. Credit Control worked with Balto’s customer success team to redesign the prompts, transforming them into micro-coaching exercises that helped agents better negotiate with consumers.
Rather than simply providing scripts, the new prompts offered more flexible strategies and language suggestions that were better suited to the conversation. This shift helped agents achieve better results in terms of collection and conversion rates, as they were able to handle complex conversations more effectively.
Conclusion: Improved Results with Balto
With Balto, Credit Control has significantly improved its operations, reduced call handle times, and optimized consumer interaction strategies. With tools like automatic summaries, customized dynamic prompts, and better visibility into consumer behavior, they have achieved higher conversion rates and lowered operational costs.
Balto has proven to be a powerful solution for companies seeking to enhance the efficiency of their teams and achieve better results in an environment where time is money.
