Healthcare Case Study
A multi-site dental support organization partnered with Outsource Consultants to modernize appointment scheduling and improve conversion across a complex provider network.
The results: A 30% first-year cost reduction, $250K in immediate savings, and measurable gains in conversion and handle time efficiency.
Results
- 30%
- Cost Savings
- $626K
- Total Savings
- 20%
- Reduction in AHT
- 60%
- Conversion Rate
Deliverables:
The Challenge
A dental support organization supported appointment scheduling across a large, multi-location provider network and was experiencing rising costs tied to legacy BPO contracts and internal operations.
Existing scheduling workflows were inefficient, contributing to higher average handle times and underperforming appointment conversion rates. These issues made it difficult to scale scheduling capacity efficiently as demand increased across its network of offices.
The Approach
Outsource Consultants supported the client in transitioning from a large BPO provider to a mid-sized, nearshore BPO partner. The engagement focused on inbound appointment scheduling as the initial scope for improvement.
The operating model emphasized workflow optimization, reduced average handle time, and improved appointment conversion performance. In under 90 days, conversion targets were exceeded and agent workflows were optimized across multiple offices.
The Outcome
The revised scheduling model delivered measurable cost savings and operational improvements. In the first year, the organization achieved a 30% cost reduction, resulting in $250K in savings. Over the course of the engagement, total savings reached $626K.
Operational performance also improved. Average handle time decreased by 20%, and appointment conversion rates increased by 60%. These improvements supported the organization’s ability to meet increased scheduling demand across its provider network.
Results:
- 30% Cost Savings
- $250K First Year Savings
- $626K Total Savings
- 20% Reduction in AHT
- 60% Conversion Rate
FAQs
- How transferable are these results to other multi-site healthcare organizations?
Every organization has different patient volumes, systems, and staffing models. The takeaway is not the exact metrics, but how targeted scheduling optimization and the right BPO fit can improve efficiency in complex, multi-location environments.
- 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.
- 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.
