HealthcareSourced

Case Study: How EmpiRx scales faster and delivers "white glove" service with Balto

EmpiRx Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

EmpiRx

Industry

Healthcare

Challenge

Scaling agents quickly

Headline result

Agent ramp time cut up to 50% with quality scores up 5–10%

Key results

50%

Faster agent ramp

6–8 weeks to 4

5–10%

Quality-score increase

100%

Escalated calls reviewed by QA

The challenge

EmpiRx, a pharmacy benefit manager, needed to scale its customer-service team and get new agents productive quickly while maintaining high service quality.

The solution

EmpiRx used Balto's Real-Time Guidance to coach agents live and its QA capabilities to review escalated calls.

“We had to scale fast and get new agents trained quickly.”
KM
Ken Monroe
VP of Customer Service, EmpiRx

The results, in context

EmpiRx cut agent ramp time by up to 50%, from six to eight weeks down to four, and lifted quality scores by 5–10%. QA teams now review 100% of escalated calls.

Products used

Balto Real-Time GuidanceBalto QA