Enterprise Customer Success Manager Andrew Erker shared how flexible playbooks and real-time coaching ensure every call moves the customer closer to a scheduled job. Real-time prompts and smart checklists keep agents on track, leading to more booked appointments and increased revenue. Discover strategies to reduce ramp-up time for new agents and help new hires start booking appointments faster. Balto can help you identify trends, coach effectively, and make informed decisions that lead to more appointments.
Speaker
Andrew Erker
Customer Success Manager
TL;DR
Balto’s AI-powered home improvement call center software helps inside sales and marketing teams improve lead qualification and schedule more jobs.
The “do more, sell more” approach is broken, especially in home improvement. Prospects are bombarded with calls, texts, and emails, and they’re harder than ever to qualify.
Balto integrates with your existing tools, listens to calls in real time, and gives agents the answers they need to qualify leads and schedule more on-sites.
Plus, Balto provides sales leaders with visibility into calls—what’s working, and what’s not—so they can scale performance without increasing costs.
More jobs booked. Better lead qualification. Real revenue.
How Advanced Call Center Software Enhances Your Home Improvement Business
1. Better Lead Qualification
Balto guides inside sales reps through your qualification process, automatically checking off items and reminding them if anything’s missed.
2. Schedule More Jobs
As agents and homeowners talk, Balto listens and helps reps handle questions and objections in real time.
3. Catch Bad Appointments
Balto flags unqualified appointments in your dashboard, so Rehash and Reconfirmation teams can follow up fast.
4. Sales Coaching & Training
Balto spots reps who need coaching, makes coaching recommendations, and shows you the key moments. Balto guides new reps from day one, helping them learn your process faster, reduce mistakes, and handle calls with less stress.
5. Supervisor Visibility
Supervisors get full call visibility with live listening, auto-scoring, compliance tools, screen recordings, transcripts, alerts, and more.
Features Tailored for Home Improvement
Appointment Setting: Balto understands conversations and helps reps qualify leads and answer questions, boosting set rates and reducing costly unqualified site visits.
Saves & Cancellations: If a customer tries to cancel or reschedule, Balto instantly guides the rep with the right words to keep them on the calendar.
Rehash: Balto suggests targeted offers in real time based on the specific conversation and customer.
Confirmations: Balto helps reps stick to your core questions, like confirming homeowner information, address details, and appointment date.
Resolutions: Reps use Balto to navigate difficult conversations with empathy and precision for a better customer experience.
How Balto Improves Your Sales Training
Targeted Sales Coaching
Balto automatically generates personalized coaching packets for supervisors, tailored to each rep’s strengths and weaknesses. This way, coaching preparation takes minutes, not hours.
Objections
Balto detects tricky sales situations–like one-legger objections, difficult questions, or frustrated customers–and helps reps resolve them during live conversations.
Real-Time Answers
Balto provides reps with answers in real-time based on what the rep and homeowner discuss. This way, reps learn best practices while handling live conversations.
Seamless Feedback
Balto delivers both AI and human feedback directly to reps through their Balto apps. This way, feedback always reaches the rep when it matters most.
Rep Development
Balto tracks skill development over time, so managers can see what’s working and where to focus next.
