Healthcare Case Study
A dermatology healthcare management organization engaged Outsource Consultants to restructure an underperforming patient scheduling support operation.
The results: 50% cost reduction in the first year and $379K in savings.
Results
- 50%
- Cost Reduction
- $379K
- First-Year Cost Reduction
- <4
- Months to Surpass Occupancy Goal
- <30
- Days for New Agents to Hit Quality Standards
Deliverables:
The Challenge
The client’s offshore customer-care center was underperforming due to weak English proficiency, rushed training, and high absenteeism. These gaps contributed to patient frustration and escalating escalations, limiting scalability and efficiency in the inbound scheduling operation.
The Approach
OC shifted support to a vetted nearshore partner with clinical scheduling experience. OC extended training to a three-week program, up from nine days, and implemented tight QA so new agents could hit performance benchmarks in 30 days.
The Outcome
Within the first year, the client reduced operational costs by 50%, saving $379K. By month four, agent occupancy exceeded 70% and remained above that threshold, and each new agent met strict QA goals within two months. Over the 2-year engagement, total savings reached $758K while supporting a 65-seat operation.
Results:
- 50% Cost Reduction
- $379K First-Year Cost Reduction
- $758K Long-Term Savings
- <4 Months to Surpass Occupancy Goal
- <30 Days for New Agents to Hit Quality Standards
FAQs
- How would I know if a nearshore model would work for our specific patient population and call complexity?
Every scheduling environment has different language needs, appointment types, and compliance requirements. A CX Strategy Call helps evaluate call drivers, patient expectations, and operational risk before recommending any geography or model.
- What would need to change internally on our side to support a transition like this?
Successful transitions usually require clear documentation, decision ownership, and alignment on quality standards.
- Can this type of engagement work alongside our existing internal or outsourced teams?
In many cases, yes. A strategy conversation helps determine whether optimization, partial replacement, or a parallel support model makes the most sense based on current performance and constraints.
- 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.
