Case Study

Reengineering Patient Support Operations for a Regional Healthcare Provider

Download Now

Overview

A fast-growing ophthalmology and optometry network faced rising support costs, staffing instability, and patient access challenges. ContactPoint 360 implemented a structured outsourcing model with multilingual support, simplified IVR navigation, and performance-led staffing. The transformation stabilized workforce operations, reduced costs, and created a scalable patient support framework capable of supporting future growth.

Key Highlights

End-to-end patient support model with defined SOPs and QA

Multilingual support for diverse patient populations

Simplified IVR navigation for reduced effort to reach live agents

Performance-led staffing approach validated stability before scaling

Structured outsourcing model improved operational reliability

Challenges

Rising operating costs from in-house support operations

Attendance instability and high turnover affecting service levels

Complex IVR flows making it difficult for patients to reach live support

Volume fluctuations creating scalability risks for staffing expansion

Download Case Study


Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

98%

Attendance stability, restoring workforce predictability

40%

Cost savings through rightshoring strategy

33%

Headcount expansion in 8 weeks

Improved

Patient access experience, with faster connections to live agents

Scalable

Support model enabling long-term operational growth

Other Case Study