EmpiRx moved customer service in-house and needed to train a brand-new team—fast. With Balto, they ramped quicker, improved consistency, and gave agents the confidence to handle complex calls.
Challenge: Starting from Zero
EmpiRx is a pharmacy benefit manager, and our customer service team supports inbound calls from members, pharmacies, and providers with pharmacy insurance questions. For years, they outsourced customer service. In 2024, they brought it in-house and had to build a new team from the ground up.
The challenge? Teaching new agents how to navigate complicated healthcare questions while keeping service consistent and high-quality.
“We had to scale fast and get new agents trained quickly,” said Ken Monroe, VP of Customer Service at EmpiRx. “We needed tools that gave them structure, guidance, and confidence.”
Solution: Real-Time Tools to Support Every Call
EmpiRx rolled out Balto to support agents in real time and give leaders full visibility into performance and escalations. Key features they used:
- Real-Time Guidance gave agents dynamic checklists and prompts to answer questions accurately.
- Call Transcripts and Summaries reduced after-call work and helped agents focus on the conversation.
- QA and Escalation Detection helped leaders find problem calls and follow up quickly.
- Search and Sentiment Tools made it easier to review calls and find trends.
“Every day, our QA manager pulls escalated calls and creates playlists for supervisors. Balto makes that process simple and fast,” said Ken.
Results: Faster Training, Better Quality
Balto helped EmpiRx train new agents, improve performance, and save time across the board:
- Ramp time cut by up to 50%: New hires went from 6–8 weeks of training to just 4 weeks.
- 5–10% increase in quality scores: Scores improved as agents followed clear, structured guidance.
- Faster, more confident calls: Agents spent less time searching for answers and more time helping callers.
- Escalations handled faster: QA teams now review 100% of escalated calls, improving follow-up.
Conclusion: A Smarter Way to Scale Support
Balto helped EmpiRx move from outsourced support to a trained, high-performing team. With the right tools, they scaled fast, stayed consistent, and improved quality—all in one platform.
“Balto gave our team the structure and confidence they needed,” said Ken. “It’s made a real difference in how we serve our customers.”
