Healthcare Case Study
A healthcare third-party administrator partnered with Outsource Consultants to improve customer experience and resolve operational inefficiencies within its contact center.
The results: Call abandonment 67% CX cost reduction and $23M YoY revenue increase.
Results
- <5%
- Call Abandonment Reduction
- $1.1M
- Total Savings
- $363K
- First-Year Savings
- 21%
- Cost Reduction
Client:
Healthcare Third-Party Administrator (TPA)
Industry:
Healthcare
Deliverables:
The Challenge
A healthcare third-party administrator faced operational inefficiencies, scalability issues, and high call volumes that hurt customer experience.
The contact center operated from a single location with limited English proficiency, insufficient training, and weak documentation.
The Approach
Outsource Consultants transitioned the operation to a multi-location contact center in the Philippines, chosen for its strong English skills and ability to handle complex customer interactions.
Strategic actions included training agents to handle sensitive healthcare inquiries, ensuring calls mimicked a domestic presence, and adopting precise documentation processes to improve CRM accuracy.
The Outcome
Within 60 days, call abandonment was reduced to under 5%, exceeding expectations and improving customer satisfaction.
The engagement also delivered $363K in first-year savings and $1.1M in total savings, along with a 21% cost reduction.
Results:
- Call abandonment reduced to under 5% in 60 days
- $363K first-year savings
- $1.1M total savings
- 21% cost reduction
FAQs
- How do I know if a geo-shift will improve my CX performance?
Geo-shifting can improve performance when language proficiency, training quality, or scalability are limiting factors. The impact depends on partner capability and operational design.
- 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.
- 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.
- How long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
