The Economies of Improving Efficiency

I just heard something very interesting on an NPR podcast about technology: "Capital One, a large American financial institution, receives 200,000 - 300,000 calls a day on its 800 numbers. If they can reduce each call's time by just one second then the company will save $40,000,000 per year."

So it makes sense to invest millions of dollars on technology to do everything possible to reduce the call durations.