If you’re in sales and your team is using call center scripts, you’ve probably heard of Balto. It’s an AI-powered tool that gives reps real-time prompts and guidance while they’re on calls. Sounds pretty great—but anyone who’s ever sat through a robotic, awkward pitch knows that scripts can just as easily hurt as help. This guide is for sales managers and reps who want to actually make Balto work for them, not against them. No buzzwords, no magic promises—just practical advice for building and tweaking scripts that get results.
Step 1: Get Clear on What You Want the Script to Actually Do
Before you open Balto and start typing, pause. The tool can’t read your mind, and it won’t fix a broken sales process on its own.
Ask yourself: - What’s the real goal here? (Book more demos? Handle objections faster? Shorten calls?) - Are your reps struggling with what to say, or how to say it? - What’s working now, and what’s consistently tripping people up?
Pro tip: Don’t try to clone your 10-year sales veteran. Balto can help average reps sound better, but it can’t turn scripts into magic spells. Set realistic goals.
Step 2: Map Out the Call Flow (Don’t Just Write Lines)
Balto isn’t just a digital notepad—it’s designed to nudge reps at the right time, based on what’s happening in the call.
- Sketch the backbone: What are the key stages of your calls? Example:
- Intro/greeting
- Discovery questions
- Pitch
- Objection handling
- Closing and next steps
- Identify the “forks in the road”: Think about common objections, tricky questions, or moments where reps get stuck.
- Decide where guidance helps: Balto works best when it gives timely nudges, not a word-for-word script. Use it to surface reminders (“Don’t forget to ask about budget!”) or quick responses to tough questions.
What to skip: Don’t overcomplicate with every possible branch. Focus on the big moments that matter most.
Step 3: Build Your First Script in Balto
Now you’re ready to get your hands dirty. Here’s how to build a script that people actually use:
- Open the Balto Playbook editor: This is where all your scripts live.
- Create sections for each stage: Label them clearly (e.g., “Introduction,” “Discovery,” “Objection: Too Expensive”).
- Write out prompts, not speeches: Use bullets, not paragraphs. Balto should be a helpful cheat sheet, not a teleprompter.
- Good: “Ask about current provider”
- Bad: “Hello, my name is Alex. I’m calling today to discuss…”
- Add dynamic prompts: Use Balto’s real-time trigger features to surface tips when keywords come up (“competitor,” “not interested,” etc.).
- Leave room for personality: Your best reps go off-script for a reason. Don’t shackle them—give options, not mandates.
What doesn’t work: Scripts loaded with “power phrases” or jargon. If it doesn’t sound like something a real person would say, ditch it.
Step 4: Test with Real Calls (and Watch What Happens)
No script survives first contact with an actual customer. Roll your script out to a small group of reps first, and watch:
- Are they using the prompts, or ignoring them?
- Does the script slow them down, or help them move faster?
- Are you seeing more natural conversations, or more robotic ones?
How to get honest feedback: - Sit in on calls or listen to recordings. - Ask reps what’s helpful and what’s annoying. - Look for signs of “script fatigue”—if reps start skipping the prompts, you’ve probably overdone it.
Ignore: The temptation to chase every minor tweak. Focus on the moments that actually drive results.
Step 5: Optimize Ruthlessly (Cut, Don’t Add)
Here’s the honest truth—most scripts are too long and too complicated. The real power of Balto is surfacing the right help at the right time, not throwing the kitchen sink at your reps.
How to trim the fat: - Cut anything that nobody uses. If a prompt is ignored 90% of the time, drop it. - Shorten everything. If it takes longer to read a prompt than to say it, it’s too long. - Prioritize high-impact moments: Focus on objections, compliance reminders, or close techniques that actually change outcomes.
Pro tip: Balto’s analytics will show you which prompts are used and which aren’t. Trust the data, not your gut.
Step 6: Use Data to Guide Script Changes
Balto tracks how often prompts appear, how reps respond, and (if your stack is set up) sometimes even how different scripts affect conversions. Use this info, but don’t get obsessed with perfection.
What to actually pay attention to: - Which prompts lead to better outcomes? (Booked meetings, fewer dropped calls, etc.) - Where do reps stumble or go off-script? Sometimes that’s a sign your script is fighting reality. - What objections keep popping up? Add quick responses, but don’t over-engineer.
What to ignore: Vanity metrics. If a prompt gets used a lot but doesn’t move the needle, it’s just taking up space.
Step 7: Keep Scripts Alive, Not Set in Stone
The worst scripts are the ones nobody updates because “that’s how we’ve always done it.” Balto’s easy to tweak—use that.
- Schedule monthly reviews: Check analytics and talk to reps.
- Rotate in new prompts as needed: If the market shifts, your script should too.
- Encourage feedback: Make it safe for reps to say what’s not working. The best ideas often come from the front lines.
Pro tip: Don’t chase “perfect.” Good scripts, updated regularly, always beat “perfect” scripts that never change.
What Works, What Doesn’t, and What to Ignore
Works: - Scripts that act as bumpers, not rails. Give reps space to be human. - Prompts that address real, recurring challenges. - Regular updates based on what actually happens on calls.
Doesn’t work: - Word-for-word scripts that try to micromanage reps. - Overloading Balto with every possible objection response. - Blindly trusting AI to “optimize” without human review.
Ignore: - Hype about “AI-powered sales transformation.” Balto’s a tool—it’s only as good as the scripts and process behind it. - Vendor promises of instant ROI. Results take iteration and actual effort.
Keep It Simple—Iterate and Improve
You don’t need to build the perfect script on day one. Start simple, watch how it works, and tweak. Balto’s real value is helping you learn what works on real calls, not handing you a silver bullet. Focus on the basics, cut what doesn’t help, and keep listening to your team. That’s how you get better sales calls—with or without AI.