In today’s fast-paced customer service environment, maintaining high standards of customer satisfaction is crucial.
Redirect Health needed to enhance the quality of care they deliver to members. Initially, NPS scores were stagnant, prompting them to look for a solution to improve service delivery.
That’s when Redirect decided to incorporate Balto into its ecosystem.
Why Redirect Health Chose Balto
During their search for a solution, Redirect Health explored various vendors. Some offered solutions similar to Balto but admitted that their products couldn’t match its capabilities.
Redirect Health was impressed by Balto’s ability to support reps with real-time tools. However, the introduction of an AI-based platform brought with it some challenges. A significant roadblock was the fear among team members that Balto might be a precursor to replacing them. The idea of AI can be intimidating, leading to concerns about job security.
Balto launched a clear communication strategy, explaining that the tool was designed to enhance, not replace, reps’ roles. Redirect Health emphasized that Balto was there to improve their skills and assist them in delivering better service.
Over time, as team members saw positive results in their performance and quality scores, their apprehension diminished. They began to view Balto as a valuable resource supporting their work, rather than threatening their jobs.
The Results: A Significant Impact on NPS
The impact of Balto on Redirect Health’s operations has been profound. Initially, Redirect Health’s compliance scores with Balto were between 60% and 80%. As reps grew more comfortable with the tool, compliance rates steadily increased, reaching 93% to 95% in the last two months.
This increase in compliance directly correlated with a sharp rise in NPS, which now consistently ranges between 65% and 70%. This improvement is a testament to Balto’s effectiveness in helping Redirect Health deliver a consistent and high-quality customer experience.
One of the most appreciated features of Balto is the Balto GPT aspect, which allows team members to review their calls immediately after they end. They can ask questions about what they might have missed during the call and receive instant feedback, which has become an integral part of their workflow. This feature not only improves their performance but also empowers them to take ownership of their development.
As Redirect Health continues to navigate the evolving landscape of customer service, they’re confident that Balto will remain a critical part of its growth.
