Home ImprovementSourced

Case Study: PJ Fitzpatrick's journey with Balto: enhancing sales and training

PJ Fitzpatrick Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

PJ Fitzpatrick

Industry

Home Improvement

Challenge

Lifting set rates and speeding training

Headline result

Set rate up from 53% to 72% and 18% lower handle time

Key results

72%

Appointment set rate

Up from 53% (April 2023)

18%

Handle-time reduction

~12 hrs

Training time cut per agent

The challenge

PJ Fitzpatrick, a home-improvement services company, wanted to raise appointment set rates and shorten agent training while keeping call quality high.

The solution

The company used Balto's Real-Time Guidance to prompt agents during calls and reinforce its sales process.

The results, in context

PJ Fitzpatrick grew its set rate from 53% in April 2023 to 72%, reduced average handle time by 18%, and cut the training period by roughly 12 hours per agent.

Products used

Balto Real-Time Guidance