Cost · ROI · Staffing
Outsourced Front Desk
BPO costs, SLAs, and the hidden overhead of managing a vendor.
BPO fees plus management/QA overhead and variable patient experience.
Define the cost problem
- •Monthly fees + SLAs
- •Multiple agents; inconsistent familiarity
- •Time spent managing vendor
Hidden costs
- •Rework from poor notes
- •Patient trust issues
- •Internal time spent on QA/escalations
Rough ranges
- •Monthly/annual contract fees
- •QA/management hours
- •Potential termination/switching costs
Compare options
- •Maintain BPO; increase QA
- •Switch vendors; repeat onboarding
- •Bring in-house; higher headcount
- •Use AI to standardize intake; humans for care
AI reception advantage
- •Predictable cost, consistent scripts
- •Transcripts reduce QA burden
- •Fewer vendor management cycles
What to do next
- •Calculate total BPO + QA time
- •Pilot AI to replace first-touch
- •Keep humans for relationship-driven calls