Case Study: Horizon Services achieves faster onboarding, stronger compliance, and better call quality with Balto

Horizon Services speeds up onboarding and boosts compliance with Balto

Horizon Services, a home improvement company, faced significant challenges scaling its contact center operations. Their manual quality assurance and training processes were not keeping pace with business growth, leading to slow agent onboarding, inconsistent coaching, and limited visibility into call compliance. To address this, they turned to Balto for its real-time coaching solution.

By implementing Balto's real-time guidance, Horizon Services provided agents with live support during calls, ensuring critical compliance disclosures were delivered while allowing flexibility for personalization. The results included accelerated onboarding for new hires, complete call visibility for supervisors, and stronger, more reliable compliance. Balto enabled a fundamental shift from reactive to proactive management, standardizing best practices and improving consistency across the entire operation.

Horizon Services