The Challenge: Consistency on Every Call
NYPCC, a NY based mental health organization, needed to create consistency and deliver value-based conversations. Every company wants to ensure their reps are hitting the mark every time they’re on the phone with a customer, but when it comes to scaling, things can get messy. Consistency becomes elusive, especially in high-pressure situations where reps have to think fast and respond well on the spot.
Despite training their reps to excel in value-driven conversations and handling objections, NYPCC were seeing inconsistent results in key metrics like conversion rates and compliance. Not because their reps weren’t skilled, but because keeping every interaction at the same level of excellence is hard—nearly impossible without a little help. NYPCC needed a tool that could take their existing strengths and make them accessible in real time for every rep, on every call.
Why They Chose Balto
NYPCC was clear on what they wanted: real-time, adaptable guidance that wouldn’t just wait until a call was over to offer feedback. They wanted a solution that would help their reps when they needed it most.
Enter Balto.
Balto stood out because it was more than a post-call analysis tool; it was built to be in the moment, adapting to every twist and turn of a live conversation. NYPCC knew Balto could provide real-time prompts and suggestions for things like handling objections, navigating complex questions, and ensuring every conversation aligned with compliance requirements. On top of that, Balto integrated easily into their existing tech stack, so implementation would be smooth and seamless. But what sealed the deal? Balto’s flexibility to be tailored to their brand’s unique language and identity. They weren’t just getting a tool; they were getting a custom-fit solution designed to elevate their reps in a way that would immediately resonate with their team and their customers.
Building a Strong Partnership with Balto
NYPCC was looking for more than a one-off solution—they wanted a partner to help them grow, adapt, and drive results in a way that felt fully aligned with their goals. Balto collaborated closely with NYPCC’s sales leaders, breaking down their unique challenges, examining their workflows, and understanding the nuances of what their reps faced daily.
The team at Balto worked hand-in-hand with NYPCC to optimize the real-time guidance system so that prompts were helpful without being distracting, aligning with the natural flow of conversation. And it wasn’t just a “set it and forget it” mindset; Balto kept a direct line of communication open, consistently refining and updating the guidance based on feedback from the reps on the ground.
The Results: Handling Objections with Confidence
Reps were handling objections more effectively, compliance issues dropped significantly, and call quality became more consistent across the board. Even better, reps were feeling the difference. They reported higher confidence on calls, knowing they had Balto’s guidance to support them daily. Managers, too, noticed a shift: less time spent on corrective coaching after the fact, and more time to focus on strategic initiatives that would further power their team.
Conclusion: Power Your People
In the end, Balto did more than just help NYPCC fix a problem—it fundamentally transformed how their team approached conversations. The real-time guidance empowered reps to have better conversations, and this empowerment became a driving force behind their results. NYPCC’s journey is a testament to what happens when you equip people with the right tools at the right moment.
Real-time guidance isn’t just about elevating the numbers. It’s about elevating the people behind them.