Case Study: InteLogix achieves faster QA, lower ACW, and better conversions with Balto

InteLogix cuts call review time to under 5 minutes with Balto

InteLogix, a provider of collections, customer care, and support services, faced challenges with slow manual quality assurance and fragmented data as they expanded. Their training and quality teams were overwhelmed, struggling to scale call reviews and gain timely insights. They partnered with Balto, seeking an AI solution to enhance their existing processes and make agents' lives easier.

Balto implemented its AI Workforce, including Real-Time Guidance, QA Copilot, and Insights, to elevate the agent and customer experience. This led to significant results: call review time dropped from over 30 minutes to under 5, average handle time fell by 30 seconds, and after-call work was cut by more than half. Using Balto, InteLogix also identified root causes for performance issues, driving a 24% enrollment increase for one client and dramatically improving customer sentiment on calls.

InteLogix