The Challenge: Improving Sales Performance and Training Efficiency

PJ Fitzpatrick, a leader in the home improvement industry, needed to optimize their call center operations and improve the performance of their sales agents. At the same time, they wanted to provide its team with tools that would not only increase efficiency but also enhance the customer experience.

That’s a fine line to walk. One of their major hurdles was the time-consuming and rigid nature of traditional call scripts. The sales team needed a solution that would allow them to respond to customer inquiries more naturally and effectively, while still ensuring that they covered key points during interactions.

Additionally, training new agents was taking longer than desired, and PJ Fitzpatrick wanted to shorten the onboarding process without compromising on quality. With a growing team of over 100 agents, the company sought a solution that would streamline operations, improve key performance metrics, and enable agents to focus on building meaningful customer relationships.

Why They Chose Balto

PJ Fitzpatrick turned to Balto to help tackle these challenges. As the leading provider of real-time guidance, Balto could help agents stay on track while maintaining an authentic tone in their conversations. Balto’s dynamic scripting and real-time coaching enabled the team to respond more effectively to customer needs, offering personalized interactions without sounding robotic.

Besides Balto’s core capabilities, it also offered flexibility in adapting to the company’s specific requirements. PJ Fitzpatrick recognized that Balto could help bridge the gap between structured guidance and the natural flow of conversations, allowing agents to engage with customers more effectively. 

Building a Strong Partnership with Balto

One of the standout aspects of PJ Fitzpatrick’s experience with Balto was the strong partnership that developed between the two companies. From the outset, Balto’s team demonstrated a willingness to listen to PJ Fitzpatrick’s feedback and implement changes based on their specific needs. This collaborative approach allowed both companies to grow together and continuously improve the platform’s effectiveness.

The trust built between PJ Fitzpatrick and Balto was further solidified by the responsiveness and dedication of the Balto team. Whenever challenges arose, Balto’s team was quick to address them, offering solutions that aligned with PJ Fitzpatrick’s goals. This level of support and partnership ensured that the company could continue to optimize its operations and deliver exceptional customer service.

Results: Significant Performance Improvements

The results of implementing Balto were remarkable. PJ Fitzpatrick experienced significant improvements in several key performance metrics:

  • Set Rate Growth: The company saw a 35-40% increase in their set rate, jumping from 53% in April 2023 to 72% after using Balto. 
  • Issue Rate Improvement: Initially, issue rates were in the high 50s and low 60s. With Balto, the issue rate increased to the high 60s and low 70s.
  • Handle Time Reduction: Handle time dropped by 18%, allowing agents to spend less time searching for information and more time focusing on customer interactions. 
  • Shortened Training Period: The training window for new agents was reduced by approximately 12 hours per agent, saving significant time and resources. 

Conclusion: A Future of Continued Growth and Success

PJ Fitzpatrick’s decision to implement Balto has proven to be a game-changer. By leveraging the platform’s real-time guidance and AI-driven capabilities, the company has been able to significantly improve its performance metrics, streamline its training process, and enhance the customer experience. 

As PJ Fitzpatrick continues to evolve, the company remains committed to providing top-tier service to its customers while maintaining a focus on innovation and continuous improvement. With Balto as a trusted partner, PJ Fitzpatrick is well-positioned to continue its growth and deliver exceptional results in the home improvement industry.