Integrated delivery networks (IDNs) are expansive health care provider organizations that typically consist of multiple hospital facilities, outpatient service sites, affiliated medical groups, and a health plan. Managing call volumes effectively for these large organizations requires a comprehensive call center consisting of trained staff, sophisticated call center software, and complex telephone equipment. While select administrators may opt to manage call volumes in a decentralized format—using disparate call centers at each facility—others choose to centralize call management functions within a consolidated system. Select leaders and telecommunications experts who prefer this option cite a variety of benefits—including greater economies of scale, cost reductions,and consistent customer service mechanisms—as rationale for their decisions.That said, consolidation of disparate call centers is a complex task that requires substantial technical knowledge regarding telephone and software technology—often in the form ofthird-party consultants—familiar with call center consolidation. The following Original Inquiry brief highlights call center consolidation efforts at three IDNs.