Ms Carolan Lennon:

No. I want to be really clear. We made a strategic decision to bring care back in-house - it was outsourced before I ever joined Eir, never mind when I became CEO - because we thought it was a better way to deliver a better service for our customers, where the staff work directly for us and we can get them to buy into what we wanted to do for our customers. We made that decision at the same time we made the decision to move out of Dublin. Our contact centre in Dublin, which was not managed by us but by an outsourced vendor, had nearly 100% staff turnover every year because there is a lot of choice in Dublin for jobs and people were passing through. We thought we would never get the quality of agent with the experience they need to deal with all the various issues that we get if they are always changing.