Ms Carolan Lennon:

It is actually not cheaper at all to have a contact centre in-house versus outsourced. The vast majority of telcos outsource their contact centres because it is more cost effective. We moved out of Dublin because of staff retention. HCL Technologies was our contractor. We had staff turnover of nearly 100% in Dublin. We moved out of Dublin to Sligo and expanded our centres in Limerick and Cork because we wanted to hold on to our staff for longer. We thought it would be better for them, for us and for our customers.