Implementation of a Centralized, Cost-effective Call Center in a Large Urology Community Practice

Healthcare providers increasingly rely on call centers to manage patient inquiries and improve service quality. Prior research has shown that outsourced call centers can handle high call volumes but may lack customization and responsiveness. No prior work had resolved whether internal call centers could match or exceed these metrics while reducing costs. This gap motivated a detailed comparison of performance and cost between internal and external models. Existing studies often focus on general healthcare settings, not surgical specialties like urology. That uncertainty drove the need to evaluate a centralized internal system in a large community practice. Previous knowledge suggested that outsourced models might offer economies of scale, but this paper's contribution is the demonstration of a viable alternative. Internal call centers remain underexplored in surgical fields, especially regarding efficiency and expense. This study addresses a specific gap in understanding how leadership and training influence outcomes. The findings may inform decisions about resource allocation in similar clinical environments.

The study aimed to assess the efficiency and cost-effectiveness of an internal call center compared to an outsourced model in a large urology practice. The specific problem was to determine whether centralizing call answering could improve response times and reduce expenses. Motivation arose from rising patient expectations and the high volume of calls in surgical specialties. The goal was to evaluate operational metrics and staff perceptions. This approach allows for a comprehensive assessment of both quantitative and qualitative factors. The study focused on a 12-month period before and after the transition. It sought to measure key performance indicators like ASA and AHT. The authors aimed to provide evidence for optimizing patient communication through internal systems.

The study used a retrospective analysis of call metrics and cost data from two 7-month periods. The first period used an outsourced call center, and the second period used an internal model. Call volume, ASA, and AHT were compared using statistical methods. Surveys were administered to staff and management to assess leadership and training impacts. The internal call center was managed by in-house personnel with specific training. The authors tracked 299,028 calls across both periods. Data was collected on average weekly call volume and response times. The study also examined the relationship between process changes and staff feedback.

The internal call center had a significantly faster ASA of 0:14 compared to 1:42 for the outsourced center (P < 0.001). The internal model also had a higher percentage of calls answered within 2 minutes—99% versus 70%. Average Handle Time dropped from 5:32 to 3:41 per call (P < 0.001). Total operating expenses were 7.7% lower with the internal system. Surveys indicated that engaged leadership and staff training improved performance. Simplified workflows and expanded clinical roles were linked to better outcomes. The internal center handled an average of 5751 calls per week. The results suggest that internal call centers may offer superior efficiency and cost savings.

The authors propose that internal call centers may provide greater efficiency and lower costs than outsourced models in large surgical practices. They suggest that leadership engagement and staff training are critical factors in success. The study supports the idea that internal systems can enhance patient communication and service. The findings are specific to a urology practice and may not generalize to all settings. The authors emphasize the importance of continuous improvement in call-center operations. They propose that expanded clinical roles for call-center staff may improve outcomes. The results align with the hypothesis that internal systems can match or exceed external performance. The authors conclude that these findings may inform future decisions on call-center management.