4. Management/Cost Reductions
Administration and overhead costs were reduced at the Headquarters level for International Business. Program budgets, capital budgets expense, and administrative costs were dramatically cut. This was accomplished through the elimination of redundant and low priority activities. Executive and staff reductions contributed to lower administrative costs.

International Call Center operations have been made more efficient through the enhancement of the existing Interactive Voice Recognition (IVR) system. Telecommunication costs were reduced.

All work processes have been reviewed and defined. Ineffective and antiquated practices have been replaced by more modern cost effective practices. We have saved additional dollars by moving some manual work to an internet-based system.

We anticipate continued savings by consolidating the international operation with the domestic operation. This consolidation will allow sharing of the existing infrastructure and agent functions.