Industry: Home Improvement

Use Case: Revenue Generation and Call Visibility

Balto Environment: 20 Balto Users

The Challenge

Link Interactive was spending money on advertising that was bringing in 1000s of leads to their call center, but conversion rates were lower than they would like. In the busy home security marketplace, with thousands of dealers, both big and small, Link Interactive needed to fight their way to the top and standout, because in the long run, only a few companies will succeed. Reps needed to take advantage of every opportunity to close a deal on the first shot, so the company could continue to grow and grow smart. Link Interactive needed agents to bring their “A Game” to every call, every time, and too often saw agents were not transitioning from providing a quote to trying to close the deal.They were looking for a solution to avoid the “be back bus”, which never brings customers back. They needed to be able to support their reps on the go and show more value to clients on the first call and not wait for call coaching in their next meeting with their sales manager. Link Interactive wanted to get away from the traditional management structure of listening to calls and giving post-call feedback in one-on-one meetings.

The Balto Solution

After shopping numerous solutions, Link Interactive turned to Balto to provide real-time call coaching on every sales call. Through Balto’s commitment to helping Link Interactive reach their specific goals with customized call evaluations and speech analytics, the company was able to integrate the knowledge of seasoned reps into Balto’s checklist feature for every call made in their call center. This allowed each agent to play to their own strengths, while coaching them in real-time to use words with more positive connotations. On screen prompts gave reps a call flow and a structure so they knew where to take the call and managers are able to use post-call analytics to monitor each reps performance and advise as necessary. Link Interactive was committed to treating each lead as a valuable resource and doing whatever they could to increase their conversion rates. Balto’s live feedback and real-time coaching has allowed the agents in Link Interactive’s call center to do just that.

The Result

Link Interactive has seen as much as a substantial spike in their conversion rate. This was the number one concern and Link Interactive began monitoring this data point right from the start. Without noted improvement in their conversion rates, Link Interactive wasn’t going to stay with Balto, but with buy-in from even their seasoned reps, their call analytics have shown that those people who use the Balto checklist the most are their highest performers. Real time coaching and notifications are helping to transition more calls into sales and Link Interactive is now considering incorporating Balto’s live call monitoring into their customer service and QA departments.

“Our #1 salesperson is our #1 Balto user.”

Kirk BrundageGeneral Manager

“We got a lot of support right from the beginning. Our goals were their goals. They were 100% committed to helping us reach those and they continued to brainstorm and help us reach those goals.”

Kirk BrundageGeneral Manager

About Link Interactive

Link Interactive enables customers to design a customized security and home automation system for your home, apartment or small business in minutes.

Link Interactive is a branch of a home security company that has been around since the 1950s. Since 2010 it has been providing protection for what matters most to its clients through secure, cost-effective and easy do-it-yourself security systems. Their sales team works to provide peace of mind for their customers while pushing the limits in the home security marketplace.

 

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