Inforonics Press Release

Survey reveals acceptance of outsourced technical support centers

Survey indicates continued dissatisfaction with off-shore customer service

Littleton, MA - April 28, 2008 -- According to survey results released today by Inforonics, LLC, 90 percent of call center customers understand that they are working with technical support not provided directly from the vendor. Ninety-four percent of respondents said that the quality of the technical support received outweighed any preference for vendor provided vs outsourced support.

Seventy-two percent of those surveyed believe they have received support from an off-shore location. Of those, an astounding 79 percent experienced language and/or communication difficulties; 67 percent cited unreasonable wait times and 64 percent ended the call with unsatisfactory resolution of the issue. Other service issues included clarity of call connection and inability to call back with additional information without creating a ticket.

Survey sponsor Inforonics, LLC, which provides multi-tier technical support center services from its Littleton, Mass. corporate headquarters, issued the survey to over 1000 participants to solicit customer opinions on the technical support call center customer experience. "The results do not come as a surprise to us," said Bruce Mills, president of Inforonics LLC. "We have experienced tremendous growth in our technical support business as more and more companies realize the financial benefits that outsourcing certain activities has on a business. What the survey demonstrates and what our clients have realized is that it is important to their customers that they receive quality, professional service that resolves their issues. It is far less important that the quality service comes directly from the product vendor."

Continued Mills, "Off-shoring continues to be a popular call center option for companies seeking an economical approach to providing customer service. However, as the survey demonstrates, issues still exist with this model. In our business, we are witnessing companies bringing call center services back to the U.S. once they identify the impact that unsatisfactory technical support has on customer retention. We anticipate seeing this trend that we are experiencing within our business, becoming more pervasive throughout the call center industry."

About Inforonics

Inforonics helps its clients succeed with solutions to their business and technology challenges. Inforonics' team of professionals deliver premium managed services and branded technical support to small to mid-sized businesses. Clients benefit from the company's unique ability to create, deploy and support highly customizable, scalable and flexible services to meet changing business needs.

Inforonics offers branded, multi-tiered, outsourced technical support - up to 24/7; device management and monitoring solutions in its clients' data centers or in their scalable, secure facility and SaaS-enablement services. Based in Littleton, MA, Inforonics has been a privately-held company for over 45 years. For more information, visit www.inforonics.com.

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