Financial ServicesSourced
Case Study: ONLINE Information Services uses Balto for more effective onboarding & collections calls
ONLINE Information Services Case StudySourced & dated by Case Study Desk
Key results
The challenge
ONLINE Information Services, a collections agency, needed to raise agent compliance and reduce the time managers spent maintaining scripts and monitoring calls.
The solution
The agency adopted Balto's Real-Time Guidance to coach agents on compliant, effective language and to manage script updates centrally.
“I spent about two hours a day managing our previous solution. Now with Balto, even extensive changes only takes 10 min.”
PLPaul LengyelCompliance Manager, ONLINE Information Services
The results, in context
Compliance scores rose from less than 40% to over 86% within three months, and the team reclaimed 15+ hours of management time per week. One manager cut daily script-management time from about two hours to 10 minutes.
Products used
Balto Real-Time Guidance