Banking + Healthcare Case Study
A healthcare finance company specializing in medical savings accounts partnered with Outsource Consultants to resolve performance and scalability issues across its contact center operations and identify a more effective outsourcing strategy.
The results: 53% cost savings and $18M total savings.
Results
- 53%
- Cost Savings
- $18M
- Total Savings
- 318
- Seats Scaled
- 510s
- AHT vs. 540s Target
Client:
Enterprise Bank Supporting Healthcare-Linked Services
Industry:
Banking + Healthcare Services
Deliverables:
The Challenge
An enterprise bank supporting healthcare-linked services faced rising costs, churn, and poor service levels across two contact centers. One center struggled to retain quality staff, while the other did not meet the bank’s customer service expectations. The organization needed to address performance issues while improving scalability and cost efficiency.
The Approach
Outsource Consultants deployed its CX Dream Path™ to support a nearshore outsourcing strategy. A 25-seat pilot program was launched to evaluate performance against internal benchmarks. Within 45 days, the pilot exceeded those benchmarks and was expanded to 318 seats.
The engagement included identifying BPO partners that could meet compliance requirements and support flexible, seasonal staffing needs tied to healthcare-related banking inquiries.
The Outcome
The program delivered improvements in both cost and performance. Average Handle Time reached 510 seconds compared to a 540-second target. CSAT exceeded the client’s goal within 90 days.
The engagement resulted in 53% cost savings through geo-optimization and team right-sizing. It also supported compliance with HIPAA and SOC2 requirements, along with flexible staffing and seasonal scaling.
Results:
- 53% cost savings
- 510-second AHT vs. 540-second target
- CSAT goal exceeded within 90 days
- Scaled from 25 to 318 seats
- $9M first-year savings
- $18M total savings
FAQs
- How do I know if a nearshore strategy is right for my operation?
Nearshore is not a default answer. It depends on your cost structure, language needs, compliance requirements, and customer expectations. The best approach is to benchmark your current model against multiple geo options to understand where efficiency and performance gains are realistically achievable.
- 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.
- What should success look like in the early stages of an engagement?
Early success is typically defined by stability, visibility, and performance against agreed benchmarks. A strategy call helps set realistic expectations before any commitments are made.
- How do your BPO partners manage risk and compliance in patient-facing roles?
Healthcare engagements require partners with proven experience in regulated environments. Beyond partner selection, the operating model matters: clear process definition, training expectations, QA discipline, and performance visibility. These elements reduce risk without adding internal workload.
