What 98% of Unreviewed Calls Was Costing a National PBM

Before Call Center Power got involved, WellDyne’s contact center reviewed 1 to 2 percent of its calls for quality. Somewhere north of 98 percent of member conversations were never scored, never coached against, and never checked. Not from negligence, but because manual sampling simply doesn’t scale.

If you run a contact center floor, you know exactly what that looks like: a supervisor scores a handful of calls and calls it a quality program, while the rest sit in a black box nobody opens.

WellDyne is a national pharmacy benefit manager running its contact center on Amazon Connect. Here’s what changed after an integrated managed services and optimization engagement:

By the numbers:

• 100% of calls now scored for quality, up from a 1–2% manual sample
• ~50% lower cost on flexible staffing capacity vs. the fixed internal site
• $0 recurring spend on customer survey licensing, down from a paid Qualtrics contract

Coverage, cost, and eliminated spend: three levers moving at once. That’s a structural fix, not a single-metric win.

This Isn’t a PBM Problem. It’s the Default Setting.

None of WellDyne’s starting point was unique to healthcare. Quality reviewed on a sample. Visibility limited to a rearview mirror. A paid third-party survey license stacked on a platform already being paid for. Staffing stuck in a fixed-cost model that couldn’t flex to volume or shrink.

If you lead a contact center, you probably just recognized two or three of those. What made WellDyne’s case the real test: doing this cleanly inside a regulated, PHI-sensitive environment, where the margin for a blind spot is much smaller.

No Rip-and-Replace Required

WellDyne didn’t migrate off Amazon Connect. We tuned and strengthened what was already there, rebuilding the survey program natively inside Amazon Connect instead of swapping in another third-party tool.

Here’s what that looked like in practice:

• Quality: the sample got removed entirely. Every call is now scored, with coaching routed to each team’s highest-opportunity areas.
• Visibility: real-time dashboards plus full workforce management gave supervisors a live view instead of a rearview one.
• Staffing: a fractional domestic BPO now delivers flexible capacity at roughly half the cost of the internal site.

As one of our Managed Services leads put it: “Every contact is now scored, every survey is free, and every seat flexes with demand instead of sitting idle.”

And this wasn’t a one-off fix, either. It fed a broader roadmap for what comes next in WellDyne’s operation.

The Question Worth Asking Your Own Operation

You don’t need to be a regulated PBM for this to be relevant. If your quality program is sampling instead of scoring, your staffing is fixed instead of flexible, or you’re still paying for a point solution your platform could absorb natively, the platform underneath you probably isn’t the constraint. How it’s being run is.

Read the full case study → How WellDyne Modernized Pharmacy Member Support with Amazon Connect

If any of this sounds familiar, let’s talk. Book a call with Call Center Power