Case Study: Link Interactive achieves higher conversion rates with Balto's real-time call coaching

Link Interactive - Customer Case Study

Link Interactive, a branch of a long-standing home security company that enables customers to design customized security and home automation systems, faced low conversion rates despite heavy lead volume from advertising. To stop losing deals after initial quotes and to give reps on-the-spot support, Link Interactive selected Balto for real-time call coaching and on-screen guidance during sales calls.

Balto implemented customized call evaluations, speech analytics, and a checklist-driven live coaching workflow so agents received prompts and feedback during every call. The result: Link Interactive saw a substantial spike in conversion rates, top performers were also the most active Balto checklist users, and the company is now exploring expanding Balto’s live monitoring into customer service and QA.

Link Interactive

Kirk Brundage

General Manager