For many years, we struggled to train and supervise front office staff to handle the phones properly. They would behave for a while, then the one star reviews for poor phone service would appear. There were always excuses why we were under booked on Thursday and Fridays. Patients would tell me they were told I wasn’t available. I prefer to be in control of my staff, but I reluctantly considered outsourcing a call center. Now I regret not doing it years sooner. The cost was less than employing our own staff, less human resource hassles, and wow, the quality is always consistent and professional. Their team members are valued members of our team. There are a built-in redundancies, so we don’t falter when a staff member is out, and they can immediately scale up as we grow thanks to them. The return on investment was noticeable within a month as our schedule was booked, according to my preferences, and was full during all office hours. Not only did they immediately map out 95% of our incoming call questions, they also assisted in improving office efficiencies, value-added revenue opportunities, and revamped our procedure manual. I can now quantify how my manager is managing employees, and she does her job with greater efficiency.