Mr. Liam McLoughlin:

When they speak to someone, they want to do so then as opposed to waiting for someone who is tied up discussing arrears, in a meeting on a new product or at the cashier counter. The contact centres give us the ability to deal with the customer there and then. Through these centres, we also provide customers the opportunity to have a message sent to their branches to deal with their calls at a later time. We are conscious of customers' requirements. It is not a case of locking out the customer, but of trying to deal with inquiries at the time they are made.