“Across the board in all of our set rates, we’re better this year than we were last year.” — Don Halling, Regional Director of Inside Sales
Renewal by Anderson is a nationwide window replacement service that prides itself on top-notch customer service. With Balto, that service is easier than ever. Check out the full interview below!
Balancing Agent Flexibility With Guidance
“First and foremost, we didn’t want to tie anyone’s hands and limit what it is that they can and can’t say on the phone. My management style is not to be extremely scripted, where you have to read the whole script exactly a certain way. We wanted to provide agents some flexibility, which through Balto, we’ve been able to do. That’s been one of the best things that we’ve been able to do. We decide which parts of the playbook need to be locked so they cannot change it because there are certain things that we just have to say. But the other parts of the script, we let them put it in their own words.” — Don Halling, Regional Director of Inside Sales
Less Onboarding Without Losing Quality
“The ability to shorten that onboarding process dramatically means more money. You need to invest in your new hires. But if you can cut that down even one day for every training class that you run, depending on how many people you’ve got in there, the cost associated with that becomes astronomical over a year. Let alone the potential revenue that you gain back against that not having that cost after a year of having everybody cut their training down from five days to four days or whatever it may be. Anything I can do to shorten the onboarding process without limiting the experience that agents have and their ability to be ready to make those phone calls without just throwing them to the wolves is great.” — Don Halling, Regional Director of Inside Sales
Coaching in Real-Time
“If we’re having a specific issue with one of the metrics or one specific area of the playbook, then you can get a real-time alert when we hear a phrase that we know is leading to a problem. Or the opposite, maybe there’s a phrase or a concept that we’re trying to reinforce. By getting a real-time alert that an agent is on a call and just used this phrase, whether it be positive or negative that we’re trying to pay attention to, they’re able to get that alert and go right into either listening to the call — or looking at the transcription of that call — and literally be real-time coaching. That’s one of the other things that led us to Balto. We had live people listening to calls and scoring them after the call was over. You can still coach, but through a live alert, you literally have an impact on that call.” — Don Halling, Regional Director of Inside Sales
