Healthcare Case Study
A healthcare technology brand partnered with Outsource Consultants to modernize its customer support model and remove budget barriers to innovation.
The results: $250K unlocked in under 90 days, with customer satisfaction holding at 98%.
Results
- $250K
- First-Year Savings
- $0
- New Tech Budget Required
- 98%
- CSAT Maintained
- <1%
- Abandonment on First Contact
Deliverables:
The Challenge
A healthcare and wellness technology brand wanted to modernize its CX model but faced internal budget constraints that limited progress on new technology initiatives. Existing support operations needed to deliver greater efficiency before additional investment could be justified. Without a clear way to fund innovation, CX modernization efforts were at risk of stalling.
The Approach
Outsource Consultants applied a phased CX improvement model that prioritized operational efficiency before technology deployment. The initial phase focused on labor optimization through right-sizing staffing and tightening QA-linked workflows. These changes were designed to improve cost efficiency without adding headcount or requiring new technology spend.
Once savings were realized, OC supported the deployment of AI tools, including chat, agent assist, and self-service features. The technology was implemented to work alongside agents and support existing CX performance goals.
The Outcome
Within fewer than 90 days, the client unlocked $250K in savings, which fully funded the next phase of AI deployment with no new budget required. CX performance targets were achieved, including first call resolution and average handle time goals. Customer experience remained strong, with CSAT reported at 98% and abandonment held below 1% on first contact.
Results:
- $250K First-year savings unlocked
- $0 New tech budget required
- 98% CSAT maintained
- <1% Abandonment on first contact
- <90 days Timeline to unlock savings and fund rollout
FAQs
- How do I know whether outsourcing or optimization is the right move for us right now?
Most teams reach out when costs are rising, performance is uneven, or growth is outpacing current systems. A strategy call is not about forcing an outsourcing decision. It is about pressure-testing your current model and identifying where optimization, vendor change, or phased support could realistically help.
- We already use an outsourced call center. What would be different this time?
Most issues stem from how the relationship is structured and managed, not from outsourcing itself. The difference is having an advisory layer that defines success, aligns KPIs, and holds partners accountable so internal teams are not forced into day-to-day firefighting.
- What if we don’t have budget approval or executive alignment right now?
That’s common. These conversations are often used to explore options, pressure-test assumptions, or understand what levers could create budget flexibility later. No decisions or commitments are required to have the discussion.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
