Case Study: EmpiRx ramps customer service faster and improves call quality with Balto

EmpiRx cuts ramp time by 50% with Balto

EmpiRx, a pharmacy benefit manager, faced the challenge of rapidly training a brand-new in-house customer service team to handle complex healthcare inquiries after ending their outsourcing arrangement. To achieve consistent, high-quality service during this fast scale-up, they turned to Balto's real-time guidance platform.

By implementing Balto's real-time tools, including dynamic checklists and call transcription, EmpiRx provided agents with critical support during calls. This solution delivered significant results: agent ramp time was cut by up to 50%, quality scores increased by 5–10%, and escalated calls were reviewed 100% and handled faster. Balto enabled the team to scale effectively while improving overall service performance.

EmpiRx