Mr. Larry Broderick:

The direction given to the bank official comes from on high. The employee, as the interface between the customer and the management committee which deals with these issues, will identify what are the customer needs but at the end of the day, a decision will be taken in the best interests of the bank how to address it. Not all of this is done via call centres. Call centre staff also deal with incoming calls and it is not just about debt collection. The calls in question are scripted and there is no flexibility. They are directed by the best interests of the bank on how to deal with the small business customers who have the problem.