10-site dental group: £180,000 saved per year through Ember BPO

A 10-site dental group was carrying a growing back-office wage bill. Receptionists and administrators were being hired at full UK employment cost, with National Insurance and pension on top. As the group expanded, the cost of maintaining a full in-house team at each site was becoming a structural drag on margin.

The group engaged Ember to build a dedicated offshore team trained specifically for UK dentistry — not a generic call centre, but staff who understood Denplan and DPAS workflows, private treatment terminology, and the patient journey from first call to treatment acceptance.

Ember recruited and trained a team of nine: receptionists, treatment coordinators, and administrators. Each team member was dedicated to the group's account, working UK business hours, and integrated into the group's existing practice management systems.

The receptionists were trained as treatment coordinators from day one — handling patient enquiries, presenting treatment plans, and booking private treatments. The result was a team that generated revenue as well as managing cost.

Total employment cost saving: £180,000 per year. Receptionists doubling as TCOs were booking £25,000 to £30,000 of private treatments per practice per month — a direct contribution to the group's private revenue growth that more than offset the offshore team cost.

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