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'Call Outcomes' REST API

Problem

​In exit interviews, Balto customers attributed churn to the need for measurable ROI.   Meanwhile, Customer Success was able to demonstrate ROI to some customers, who churned at a dramatically lower rate.

Approach

  • Invest in the discovery of how Customer Success demonstrates ROI.

  • Determine if the demonstration of ROI can be productized.

  • Demonstrate that productizing measurable ROI is critical to reducing churn, improving scalability, and long-term profitability.

Execution

  • Perform an internal study recording the data used to demonstrate ROI - call outcomes were uncovered as uncaptured data.

  • Conduct user interviews to determine the sources of call outcome data and their relative validity.

  • Get buy-in from the C-suite to adjust the priorities of the integration team away from new connectors and towards data that enables the platform to create a diversity of valuable features.

  • Investigate the APIs that make outcome data available and work with Data Science to canonize a model.

  • Collaborate with design on an internal-only facing UI for call outcome configurations.

  • Build it as a module available to all telephony connectors.

Results

  • Balto can now house the data needed to perform experiments that measure the ROI of coached behaviors.

  • Product actively pursues a suite of related features, including outcome-based analysis, content ranking, and agent coaching.

  • Balto leadership is 100% bought-in on measurable ROI as a pillar of Balto's market value.

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