Combination of an Automated Call Center Solution and Keeping All ``Live'' Support Jobs in the U.S.A. Supports Recent Outsourcing Survey on Actual Savings Realized.Business Editors/High-Tech Writers SEATTLE--(BUSINESS WIRE)--April 1, 2004 PhoneAutomation.com, Inc. today announced that the recent "Most U.S. Companies Plan More Outsourcing" survey, published on March 26, 2004, by Chicago-based management consulting Noun 1. management consulting - a service industry that provides advice to those in charge of running a business service industry - an industry that provides services rather than tangible objects firm DiamondCluster International, supports their beliefs that companies in the U.S.A. can control their costs internally and keep all sales, support and service jobs in the U.S. The survey indicates that companies "have lost the illusion of dramatic cost savings from outsourcing, because managing far-flung international operations Internal Operations (I.O., IO or I/O) is a fictional American Intelligence Agency in Wildstorm comics. It was originally called International Operations. I.O. first appeared in WildC.A.T.S. volume 1 #1 (August, 1992) and was created by Brandon Choi and Jim Lee. can be costly and difficult. They expect outsourcing to save only 10 percent to 20 percent of their costs, down sharply from 50 percent two years ago." PhoneAutomation.com, Inc.'s founder and president, Bob Foscolo, has previously stated that "while a current trend toward outsourcing live call center phone support for Technical Support, Customer Services and Sales processes A sales process is a systematic approach for performing product or service sales. The reasons for having a sales process include seller and buyer risk management, achieving standardized customer interaction in sales and scalable revenue generation. has gained momentum in the past year, it is not the best solution to save companies the most money and provide the best service for their customers or for the economy. Outsourcing live phone-based operations to India, Europe and Asia has reduced a firm's overall costs, but when the true final costs are applied everything could have stayed in America." Generally, a company will spend anywhere from $8 to $15 or $20 to answer and handle a live sales or service phone call from a customer with an internal Call Center of their own or through a Call Center service facility in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. . Overseas, these individual call costs might be reduced a bit further. But, in addition to these costs a company must also supply its outsourcer all current and changing information, training materials, policies and procedures Policies and Procedures are a set of documents that describe an organization's policies for operation and the procedures necessary to fulfill the policies. They are often initiated because of some external requirement, such as environmental compliance or other governmental through an internal "skeleton staff skeleton staff n → personal m reducido skeleton staff n → effectifs réduits skeleton staff skeleton n → " of their own, in order to provide higher-level support and maintain control. These additional staff costs are higher-priced resources who often must troubleshoot To find out why something does not work and to fix the problem. Troubleshooting a computer often requires determining whether the problem is due to malfunctioning hardware or buggy or out-of-date software. See debug. complaints cited by customers as poor service. Alternatively, phone automation services will cost only $1.50 or $2.00 per call. With phone automation, customer calls are received by an automated system first, processed with the intention of resolving 20% to 30% of the customer issues, and then transferring the remainder of unsolved "live" calls to a call center agent. This automated savings potential reinforces the results of the recent survey that companies will not save 50% by outsourcing, and that they can save 20% or more, while keeping the jobs in the U.S.A. About PhoneAutomation.com Seattle-based PhoneAutomation.com, Inc. helps companies to automatically process small, medium or large volumes of incoming sales orders The sales order, sometimes abbreviated as SO, is an order received by a business from a customer. A sales order may be for products and/or services. Given the wide variety of businesses, this means that the orders can be fulfilled in several ways. , service requests, and customer inquiries in a 24/7 environment, by combining computer technology and telephone-based solutions. Prior to founding PhoneAutomation.com, President Bob Foscolo was the Vice President of Technical Support, Consumer Services Consumer Services refers to the formulation, deformulation, technical consulting and testing of most consumer products, such as food, herbs, beverages, vitamins, pharmaceuticals, cosmetics, hair products, household cleaners, [paints, plastics, metals, waxes, coatings, minerals, , and Quality Assurance, for Infogrames Inc., now Atari (Nasdaq:ATAR). Before that, he worked with Automated Systems at GT Interactive Software and Virgin Interactive Entertainment. Foscolo also worked for four years as an independent consultant, and for over ten years at Mercedes-Benz of North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , where he specialized in Operations, Inventory Control and Distribution systems. For more information, visit www.phoneautomation.com or call 888-361-8700. |
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