Cost · ROI · Staffing
Call Center for Medical Practice
Seat licenses, training, QA, and the clinical fit tradeoffs.
Seat licenses and QA overhead add up; clinical fit can be shaky.
Define the cost problem
- •Seat fees + training + QA
- •Shared agents with limited context
- •Transfer loops frustrate patients
Hidden costs
- •Rework from misroutes
- •Lower patient confidence
- •Management overhead with vendor
Rough ranges
- •Seat license + QA staffing
- •Training time to reach clinical quality
- •Vendor management overhead
Compare options
- •Keep call center; invest in QA
- •Bring more in-house; hire/OT
- •Hybrid with answering services
- •Use AI for first-line intake; humans for care paths
AI reception advantage
- •Consistent first-line triage
- •Transcripts and routing reduce rework
- •Lower management overhead vs. seat-by-seat
What to do next
- •Sum seat + QA + management time
- •Pilot AI as first-line filter
- •Humans own clinical and edge cases