Case Study: A Leading U.S. Pharmacy Benefits Manager cuts average talk time 13% with Mattersight Predictive Behavioral Routing

Prescription benefits manager drives healthy gains in the call center

A leading U.S. pharmacy benefits manager with more than 7,000 retail locations and 3,000 Customer Care reps across seven sites faced a critical challenge: mail-order prescription calls are high-stakes and often anxiety-filled, yet the contact center suffered a 40% attrition rate and rising hiring/training costs. The organization needed to cut costs without sacrificing service quality for members whose health depends on timely, empathetic support.

Mattersight deployed Predictive Behavioral Routing to analyze caller behavior and route each call to the agent most likely to build instant rapport—requiring no changes to staff or processes. In the pilot, routed calls saved an average of 58 seconds (a 13% reduction in Average Talk Time, weighted net impact 8%), produced the largest improvements among the longest-call agents, did not reduce member satisfaction, and led to enterprise-wide rollout after just 30 days; expansion across multiple sites and 2,000+ agents is now underway.