Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto

Challenge

Tort Experts helps law firms acquire and pre-qualify potential claimants, often people who’ve been severely injured and need empathetic, efficient guidance. The intake team had to balance compassion with speed, ensure strict process adherence and compliance on every call, and handle common objections consistently. Operationally, they lacked visibility into what agents were doing between calls and found it painful to locate and review recordings from their dialer, making targeted coaching and continuous improvement harder.

Solution

Working hand-in-hand with the Balto team, Tort Experts implemented a step-by-step rollout across their intake operation. Key components included:

• Playbooks with Checklists & Dynamic Prompts to keep advocates on script for required disclosures and critical steps, and to surface the right rebuttals in the moment.
• Screen Recording to see exactly how agents navigate systems during and between calls, connecting what was said with how work actually got done.
• Real-Time Coaching Tools like the coaching inbox and curated playlists of exemplary and “learning” calls to anchor training and onboarding.
• A QA program built in Balto to standardize reviews and reinforce best practices.
• Tight integration with the phone system so calls were easy to find and deep-link, eliminating the prior scavenger hunt for recordings.
• High-touch partnership with Balto’s CSMs, meeting regularly to phase improvements and iterate on data-driven changes.

Results

• Greater visibility and control of the intake process. Screen recordings and easy access to calls gave leaders a full picture of agent workflows, including time between calls and final dispositions.
• Stronger compliance and consistency. Checklists and prompts helped ensure every step and disclosure was covered while maintaining empathy.
• Better coaching and faster enablement. The coaching inbox and playlists made it simple to target skills, reinforce objection handling, and train new hires with real examples.
• Higher confidence in handoffs to law-firm clients. A solid QA program and on-call guidance helped agents deliver fully qualified, high-quality claimants.
• Smoother operations. Deep-linked recordings and an easy-to-use interface removed daily friction, supported by responsive Balto support.

Conclusion

By pairing Balto’s real-time guidance, QA, and screen recording with a deliberate rollout, Tort Experts built an empathetic yet tightly controlled intake motion. The team now coaches to evidence, standardizes what great looks like, and reliably delivers fully qualified claimants to their clients; turning a once manual, hard-to-observe workflow into a consistent, continuously improving engine.