Healthcare Case Study
Federally Qualified Health Centers often rely on outsourcing to stabilize access, control costs, and extend multilingual patient support without overburdening internal teams.
The results: Improved call handling performance, a 28% cost reduction, and $650K total savings over the engagement.
Results
- 28%
- Cost Reduction
- $650K
- Total Savings
- 60%
- Reduction in AHT
- 50%
- Reduction in Call Abandonment Rate
Deliverables:
The Challenge
A federally qualified health center was experiencing service and performance gaps with an existing outsourced call center partner. Average handle times were high, call abandonment rates were elevated, and the provider struggled to meet multilingual patient support needs. These issues negatively affected patient access and overall operational efficiency.
The Approach
Outsource Consultants assessed the existing outsourcing arrangement and guided the client toward a scalable offshore call center solution. The selected provider expanded multilingual support while focusing on improving core call handling metrics. OC supported the transition by aligning the provider model with healthcare service requirements and emphasizing reductions in handle time and call abandonment.
The Outcome
The updated operating model delivered measurable improvements in performance and cost efficiency. Average handle time was reduced by 60%, decreasing from five minutes to two minutes, and call abandonment rates were cut from 10% to 5%. These improvements resulted in a 28% cost reduction, producing $326K in first-year savings and $650K in total savings over the two-year engagement.
Results:
- 28% Savings
- $326K First-Year Cost Reduction
- $650K Total Cost Reduction
- 60% Reduction in AHT
- 50% Reduction in Call Abandonment Rate
FAQs
- What was different about this engagement compared to a typical BPO switch?
This engagement focused on correcting performance gaps rather than simply replacing a vendor. OC’s role was to assess what was not working, identify a more suitable operating model, and match the organization with a provider equipped to meet healthcare and multilingual support requirements.
- Is this type of engagement focused more on cost reduction or service improvement?
The engagement is designed to address both, but not at the expense of patient access or service quality. Cost efficiency is pursued through operational improvements rather than staffing reductions that could negatively affect care.
- 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.
