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REAL-TIME QUALITY ASSURANCE
GOODBYE, RANDOM SAMPLING

Real-Time QA automatically scores 100% of calls instantly so you can focus on
improving them. Stop mistakes before they become habits, identify the root cause
of low scores, and scale best practices to your whole team.

65
65 %

Faster Ramp Time

35
35 %

More Conversions

25
25 %

Increase in CSAT

150
150M

Calls Guided in Real-Time


MANAGE MORE EFFICIENTLY

Empower your managers to do more by automating repetitive activities and
allowing them to focus on improving the quality of calls — not listening to
them.


START SCORING 100% OF CALLS FAST

Build robust sets of weighted criteria in under five minutes by selecting from
predefined content. With unlimited scorecards at your disposal, different teams
can score calls for the specific criteria that matter to them instead of weeding
through crowded spreadsheets.


QUICKLY IDENTIFY THE ROOT
CAUSE OF LOW SCORES

Scores from all calls instantly populate and can be analyzed for teams or
individuals. Drill down into scorecard sections with a simple click understand
what’s driving low scores. Use targeted coaching to achieve bulletproof
compliance and improve call quality.


GET A COMPLETE QA PICTURE
IN REAL TIME

See how the floor is doing right now and over time. Get scores for individuals,
groups of agents, and break down scores into individual categories. Do it all
without having to wait hours for post-call processing.


TRACK WHAT DRIVES PERFORMANCE

Visualize how individual or groups of agents score over a selected period of
time. Understand your agents’ performance trajectory and map which coaching
sessions impact call scores.

COMMAND CENTER


LIVE LISTEN ON EVERY CALL

Your personal command center allows you to see which of your agents are on calls
and live listen at the push of a button.

SENTIMENT ANALYSIS


FIND THE CALLS THAT MATTER MOST

Sentiment analysis surfaces the most important calls for you to review to help
you identify critical coaching opportunities.

CALLS EXPLORER


RECORDINGS & TRANSCRIPTS, ALL IN ONE PLACE

Explore calls the way you want to. Access transcripts, redacted call recordings,
and notable moments in one centralized location.

“RTQ has taken the burden from me of having to sit down and try to map out three
to four hours of my day just to pull phone calls. Now all the information I need
is there in real-time.”

Sean Wheaton, Contact Center Supervisor,
UGA Finance


FULL REAL-TIME QA
FEATURE LIST




THE INCREDIBLE IMPACT OF REAL-TIME QA


EMERGICON GAINS MESSAGE CONSISTENCY, INCREASED CALL VOLUME, AND SHORTER HOLD
TIMES WITH BALTO

Time to Read 4 minutes
Emergicon’s success formula relies on Balto’s Real-Time Guidance and a hybrid
contact center team actively enhancing the AI-driven system The Challenge Ensure
uniformity, accuracy, and immediate access to a broad knowledge base for a
hybrid team representing multiple clients Emergicon…
Read Case Study Emergicon Gains Message Consistency, Increased Call Volume, and
Shorter Hold Times with Balto



EXPO HOME IMPROVEMENTS UNLOCKS THE INCREDIBLE IMPACT OF REAL-TIME QA TRACKING
WITH BALTO

Time to Read 3 minutes
See how a Texas-based home improvement company maximized the performance and
efficiency of its agents by partnering with Balto’s AI-driven real-time feedback
solution. Read more.
Read Case Study Expo Home Improvements Unlocks the Incredible Impact of
Real-Time QA Tracking with Balto



“BALTO IS A LIFE SAVER!”

– Destiny H., Agent Review on G2



Here's what our fans have to say on G2
Rating
4.8

339
reviews
Write a review
"i love balto !! it really helps me to remember what to say and get a better
score on my reviews"
What do you like best about Balto? It helps get full confirmation of the
requirements of each call; What do you dislike about Balto? None balto is
great!! i don't dislike anything What problems is Balto solving and how is that
benefiting you? how to explain rate revision
Read more
jose ricardo b.
May 11
"My Balto Experience"
What do you like best about Balto? I love how Balto triggers automatically with
the calls. The suggestions are very helpful and help my employees. I love the
cloud for statistic review and call quality checks. What do you dislike about
Balto? I wouldn't say I like how Balto always updates randomly when it isn't
registering for any calls. This would usually be a quick fix for our IT
department. The reps miss out on the contests that we run monthly. What problems
is Balto solving and how is that benefiting you? Balto provides our
representatives with many rebuttals to provide the patients and provides a more
productive phone call. Performance amongst the crew has definitely improved.
Read more
March 27
"Balto Review"
What do you like best about Balto? Using Balto helps you make sure you don't
miss any of the necessary requirements when you are on a call, it's a sure way
to make sure you do ask all the questions that you need to ask. Helps improve
your QAs and overall performance in my job due to us having to meet certain
metrics. I enhanced them i was first barely meeting the expectations to get
better than expected on most of the metrics we have to meet. I certainly make
you feel good that just by using the app your are able to improve that much. i
was greatly surprised, and my peers as well. What do you dislike about Balto? I
dont have a dislike to this application, its pretty easy to use, user friendly
,all the functions works just fine, it rests every now and then but that is not
a big issue all you have to do is close it and open it again. Besides that doent
see anything else that is wrong with the app, i think it serves its purpose very
well. I would not change anything on it. What problems is Balto solving and how
is that benefiting you? Balto pretty much reminds you if you missed any
regarding the service you are providing, it improves your productivity by making
sure you ask all the necessary questions and dont skip a beat. I used the most
when i first started here in this company and continue to use it until today, i
wouldn't go a day without it, it keeps me on track and focused on what i need to
do. I ve told co workers to use to there benefit, they will be able to see the
improvement they make, it will reflect in there metrics and over in there
performance on all there calls
Read more
Jackzaell M.
January 16
"Great experience!"
What do you like best about Balto? Balto is a great program that allows me to
see anything that has been missed during the call. What do you dislike about
Balto? Sometimes it doesn't register what I am saying. Most of the time it is a
perfect resource. What problems is Balto solving and how is that benefiting you?
All of my needed updates.
Read more
January 13



READY TO UNLEASH AGENT PERFORMANCE?

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LIVE WEBINAR | HOME IMPROVEMENT ROUNDTABLE: HOW TO LEVERAGE TECHNOLOGY IN YOUR
HOME IMPROVEMENT CONTACT CENTER CENTER

Learn More
 * Why Balto?Expand child menuExpand
   
   
   * WHAT YOU NEED TO KNOW
     
     --------------------------------------------------------------------------------
     
     WHY BALTO?
     
     OUR CUSTOMERS
     
     BALTO VS COMPETITORS
     
     BALTO VS COMPETITORS
     
     LEARN WHY BALTO IS
     THE BETTER CHOICE
     
     
     
 * ProductExpand child menuExpand
   
   
   * PRODUCTS
     
     --------------------------------------------------------------------------------
     
     PRODUCT OVERVIEW
     
     REAL-TIME GUIDANCE
     
     REAL-TIME COACHING
     
     REAL-TIME QA
     
     NEW | REAL-TIME NOTETAKER
     
     INTEGRATIONS
     
     BALTO EMBEDDED
     IN YOUR CCAAS
     
     
     
     See All Integrations
 * SolutionsExpand child menuExpand
   
   
   * BY USE CASE
     
     --------------------------------------------------------------------------------
     
     SALES
     
     CUSTOMER EXPERIENCE
     
     COMPLIANCE
     
     QUALITY ASSURANCE
     
     SPANISH
     
     
     BY INDUSTRY
     
     --------------------------------------------------------------------------------
     
     INSURANCE
     
     FINANCIAL SERVICES
     
     HEALTHCARE
     
     COLLECTIONS
     
     RETAIL AND D2C
     
     BPO
 * ResourcesExpand child menuExpand
   
   
   * ALL RESOURCES
     
     --------------------------------------------------------------------------------
     
     THE BALTO REAL-TIME INDEX
     
     BLOG
     
     CONVERSATION EXCELLENCE LAB
     
     PARTNERS
     
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     FIND WHAT YOU NEED IN THE RESOURCE HUB
     
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