Trusted Employee Benefits Support
At Empyrean, our Employee Service Center does more than answer questions—we provide meaningful, reliable support that empowers employees and lightens the load on your HR team.
Here for the Moments That Matter
Driven by our service-first philosophy centered on ownership, empathy, and expertise, our team is committed to providing responsive, compassionate support when it matters most.
Discover How We Deliver
Unmatched Support for Your People
An Extension of Your Team
Every organization—and every benefits program—is unique. Our employee service teams are trained in both benefits administration and your unique plan design, policies, and organizational culture.
This close alignment ensures we’re providing proactive, empathetic support that feels like an extension of your own team, making every interaction personalized, accurate, and trustworthy.
Technology-Enhanced, People-Centered Support
Our AI-embedded systems optimize each interaction, allowing us to resolve 93% of questions on the first call. By personalizing support, identifying trends, and anticipating needs, our AI-driven approach delivers reliable service that adapts to your people’s evolving needs.
Call Review
AI reviews 100% of calls in real-time, helping to verify quality, compliance, and alignment with our service-first mission.
Auto-Generated
Summary
AI-generated case notes improve efficiency, reduce hold times, and ensure reliable records for every interaction.
Intelligent Listening
AI-powered listening equips agents with the information they need to provide faster, high-quality customer support.
Virtual Assistant
AI assistant is available 24/7 to employees to get benefits support when they need it.
Proactive Quality Assurance
Our Employee Service Center collaborates with Client Service Managers to spot trends, uncover root causes, and address recurring issues proactively. This ensures smooth benefits operations and reliable, attentive support for your employees.
Commitment to Privacy Protection
At Empyrean, safeguarding the confidentiality and integrity of your operations is our top priority. Our rigorous standards fully comply with HIPAA requirements, ensuring your organization and its employees benefit from the highest levels of privacy protection.
Empowered Benefits Engagement
True benefits support empowers employees to make confident, informed decisions. Our team provides knowledgeable details to help your people fully understand and maximize their benefits.
Proactive Quality Assurance
Our Employee Service Center collaborates with Client Service Managers to spot trends, uncover root causes, and address recurring issues proactively. This ensures smooth benefits operations and reliable, attentive support for your employees.
Commitment to Privacy Protection
At Empyrean, safeguarding the confidentiality and integrity of your operations is our top priority. Our rigorous standards fully comply with HIPAA requirements, ensuring your organization and its employees benefit from the highest levels of privacy protection.
Empowered Benefits Engagement
True benefits support empowers employees to make confident, informed decisions. Our team provides knowledgeable details to help your people fully understand and maximize their benefits.
A Team You Can Trust
We’re not just answering calls; we’re resolving issues with empathy and creating a positive experience for each employee.
At Empyrean, we pride ourselves on delivering a service experience that combines expertise, stability, and genuine care. Our Employee Service Center is at the cornerstone of this commitment, ensuring every interaction reflects our dedication to support your employees with empathy and accuracy.
What Makes Us the Best?
Call Center Metrics |
Typical Benchmarks* |
Empyrean |
|
Average Employee Turnover |
30-45% |
3% |
|
First-Call Resolution |
70-79% |
93% |
|
Customer Satisfaction |
63-78% |
93% |
|
Call Abandonment |
5-8% |
2% |
*Source: Tech Republic, 2024
What Makes Us the Best?
Call Center Metrics |
Typical Benchmarks* |
 |
|
Average Employee Turnover |
30-45% |
3% |
|
First-Call Resolution |
70-79% |
93% |
|
Customer Satisfaction |
63-78% |
93% |
|
Call Abandonment |
5-8% |
2% |
*Source: Tech Republic, 2024
Delivering the Best for You
Winning Operations Strategies
Through training, recognition, and growth opportunities, we create an environment where employees excel and thrive. Bonuses, skill development, and clear career paths keep our people motivated and committed.
With a turnover rate under 5%, our stable, experienced team delivers consistent, high-quality service that means better results for you.
Integrated + Aligned with Your Organization
Our service tightly aligns with your organization’s unique culture. From the start, our team is trained to understand your people, values, and tone, ensuring every interaction feels personal, authentic, and reflective of your brand. We don’t just support your team—we’re a natural extension of it.
The Culture Day experience made all the difference. Empyrean’s team truly feels like part of our company, and their understanding of our unique needs shows in every interaction.
— Empyrean Client
Meaningful Resolutions + Support
Our approach is about more than answering questions—it’s about building trust and delivering attentive, empathetic resolutions. By taking ownership of every issue, our representatives ensure clear communication and meaningful outcomes, ensuring your people feel heard, valued, and supported.
Closed-Loop Payroll
Automate payroll reconciliation and recover uncollected premiums with our Closed-Loop Payroll solution. We validate deductions against enrollment data, identify variances, and adjust future payroll files—removing the burden from your team while mitigating costly mistakes.
Verification Services
Enhance the accuracy and cost-effectiveness of your benefits program with comprehensive verification services for dependents, documents, and Evidence of Insurability (EOI). Our team ensures only eligible individuals are covered, protecting your plan’s financial and legal stability while controlling costs.