Home ImprovementSourced

Case Study: Transforming sales, QA, and customer service with Balto

Leading flooring company Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Leading flooring company

Industry

Home Improvement

Challenge

Manual QA at scale

Headline result

26.1% higher save rates and $3.2M in saved revenue in three months

Key results

$3.2M

Revenue saved

First 3 months

26.1%

Increase in save rates

After one month

144%

More agents asking for email

+600 bps

Customer NPS improvement

Year over year

The challenge

A leading U.S. flooring company needed to scale quality assurance and improve save rates across its contact center without adding manual review overhead.

The solution

The company deployed Balto's Real-Time Guidance and Real-Time QA to coach agents live and automate quality tracking.

The results, in context

Within one month the company increased save rates by 26.1%, and over the first three months it saved $3.2 million in revenue. Agents asking for customer email addresses rose 144%, and customer NPS improved 600 basis points year over year. QA automation was completed over six months.

Products used

Balto Real-Time GuidanceBalto Real-Time QA