There was little difference by size of organization or whether an internal or external center was the focus. The remainder believe the savings could be even higher. The larger organizations report higher potential prevention percentages than smaller ones. Monitoring levels for resolution of issues are mixed. Larger organizations measure more than smaller ones and the external support centers more than internal ones.
Larger organizations report a higher percentage of how to questions than smaller ones.
These results suggest there is high potential for automation. There is little difference by organizational size or internal versus external support function. The majority rely on other means.