Home ImprovementSourced

Case Study: Expo Home Improvements unlocks the impact of real-time QA tracking with Balto

Expo Home Improvements Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Expo Home Improvements

Industry

Home Improvement

Challenge

Inconsistent script adherence

Headline result

Call conversion up from 13% to 34% and 10–20 more appointments a day

Key results

34%

Call conversion rate

Up from 13%

90%

Script adherence

Up from 50%

10–20

Additional appointments per day

3–4 hrs

Daily manager workload cut

The challenge

Expo Home Improvements (EHI) needed consistent script adherence across its contact center and relied on multiple software platforms to manage quality. Training managers spent hours each day monitoring calls.

The solution

EHI adopted Balto's Real-Time Guidance and Real-Time QA to prompt agents live and track quality automatically.

“Balto has done a good job of keeping it simple, even though it is a pretty robust system.”
SM
Sheldon Mallory
Contact Center Training Manager, EHI

The results, in context

Script adherence improved from 50% to almost 90%, and call conversion rose from 13% to 34%. EHI scheduled an additional 10 to 20 appointments per day, eliminated two other software platforms, and cut the training manager's daily workload by 3–4 hours.

Products used

Balto Real-Time GuidanceBalto Real-Time QA