SOURCE: Burroughs Payment Systems

Burroughs Payment Systems

March 01, 2010 09:00 ET

Burroughs Payment Systems Bucks Offshore Trend

Company Shifts Call Center From India to Headquarters in Michigan and Enhances Customer Satisfaction While Achieving Big Cost Savings

PLYMOUTH, MI--(Marketwire - March 1, 2010) -  It is far too easy for U.S.-based companies to seek presumed efficiencies and lower costs by outsourcing their Call Center functions to offshore operations in India and elsewhere. It is more difficult to buck the trend in an effort to enhance customer satisfaction and hope to achieve any cost savings, especially with the significant front-end investment needed to move such work in-house. 

According to Alan Howard, president and CEO, Burroughs Payment Systems, Inc., his company did just that when it moved its outsourced Call Center in 2009 from India to a new in-house function within Burroughs' corporate headquarters in Plymouth, Mich. 

Despite the initial investment to establish the six-person Call Center at Burroughs headquarters, the decision resulted in significant improvements in customer satisfaction. Since the Burroughs staff is able to resolve a large proportion of issues on the phone, 3,000 fewer units needed to be returned in 2009 for repair. Customers were able to get their units working more quickly and the company saved time and cost associated with returned product. 

"We had been using an Austin, Texas-based Call Center that began outsourcing its work to a company in India," said Howard. "We felt the fundamental factor was and always should be quality and customer satisfaction, and we knew our own employees based in our corporate headquarters here in Michigan would allow us to do much better in both areas."

Howard added, "Despite the front-end investment needed to establish the functions internally, the decision resulted in actually improving our bottom line through markedly improved customer satisfaction. The front-end cost necessary to establish our in-house Call Center -- above and beyond the expense to outsource the function -- was saved 10-fold by us in the first year."

Burroughs Payment Systems is a Plymouth, MI-based global provider of document and payment processing image technology, cash automation solutions and services. The company's products provide businesses with safe, secure and prompt document and cash processing which improves operational efficiencies and payment security. With more than 100 years of history, Burroughs is recognized as the industry leader in image processing technology from web-enabled branch and merchant capture devices to high-speed reader/sorters in some of the largest payment processing centers worldwide. For more information, please visit