Build vs Buy: The Multi-Location Call Center Decision
Should you build an internal patient operations team or partner with a managed service?
As you scale to multiple locations, phone operations become a significant operational challenge. Here's an honest comparison to help you make the right decision for your organization.
True Cost Comparison
Monthly costs for handling ~5,000 patient calls across multiple locations
Build In-House
Hire your own teamHidden Costs Not Included
- Recruiting time and fees
- Coverage gaps during hiring
- Knowledge loss from turnover
- Overtime during absences
Partner with My Business Care Team
Managed serviceAlso Included
- Instant scalability
- No coverage gaps ever
- Consistent quality
- Performance guarantees
Capability Comparison
How each approach handles key operational requirements
| Capability | Build In-House | My Business Care Team |
|---|---|---|
| 24/7 Coverage | Requires 3 shifts | Included |
| Time to Launch | 3-6 months | 5-30 days |
| Scalability | Hire more staff | Instant flex |
| Multi-Location Support | Complex | Built-in |
| EHR Integrations | You train staff | 50+ systems ready |
| Quality Assurance | Build your own | Included |
| HIPAA Training | Your responsibility | Certified team |
| Backup Coverage | Cross-train others | Automatic |
| Performance Reporting | Build dashboards | Real-time access |
| Recall Campaigns | Additional project | Proactive service |
Making the Right Decision
Honest guidance on which approach fits your situation
Consider Building In-House If...
- You have unique workflows that require deep organizational knowledge
- Phone operations are a core competitive differentiator
- You have the management capacity to oversee a call center team
- Call volume is predictable and consistent year-round
- You are committed to a 12+ month build timeline
Consider Outsourcing If...
- You want to focus leadership time on clinical growth, not phone operations
- Call volume fluctuates seasonally or unpredictably
- You are adding locations faster than you can hire and train staff
- Turnover is disrupting your patient experience
- You need 24/7 coverage without three-shift staffing
- You want unified operations across different PM systems
The Hybrid Approach
Many growing organizations use a hybrid model: in-house staff for complex, high-touch scenarios while outsourcing high-volume, routine calls to a managed service.
In-House Handles
- Complex treatment discussions
- VIP patient relationships
- Internal escalations
We Handle
- New patient intake
- Appointment scheduling
- Recall campaigns
- After-hours coverage
Common Questions About Build vs Buy
How quickly can you get started with multiple locations?
Single locations go live in 1-4 weeks. For multi-location groups, we typically onboard 1-2 locations in the first 2 weeks, then roll out to remaining locations in phases over 4-8 weeks total.
What if we have different PM systems at different locations?
No problem. We integrate with 50+ practice management and EHR systems. Our team learns each system your locations use, so patients get seamless service regardless of which location they are calling.
Can we start with outsourcing and bring it in-house later?
Absolutely. Many groups start with us to get immediate coverage, then evaluate whether to build internal capacity over time. We provide detailed reporting that makes the transition smooth if you decide to go that route.
How do you maintain quality across multiple locations?
We use call monitoring, weekly calibration sessions, and location-specific scorecards. You will have visibility into answer rates, booking rates, and patient satisfaction for each location.
What happens during flu season or unexpected call spikes?
Our team flexes automatically with volume. You do not pay for idle capacity during slow periods, and you do not scramble for coverage during busy times. This is one of the biggest advantages over an in-house team.
Let's Discuss Your Multi-Location Needs
Book a discovery call to explore whether outsourcing makes sense for your organization. We'll give you an honest assessment.
Schedule a Consultation