Ms Carolan Lennon:

Absolutely not, but there were some reports of people hanging up on customers. If that turns out to be genuine, that is, the call is not dropped because the person does not have good connectivity, that goes through our disciplinary process, but such cases represent a tiny proportion of job losses. I think people found it very challenging and, of course, as our wait times got worse people were cross when they got through to the agents, so I think some of them just said, "No, this is just not for me." We were incredibly disappointed. Obviously, we put people through the training and so on. At the start, when people started working from home, April was a good month connectivity-wise and productivity-wise. I think there was a novelty and a relief but then it started to settle in. Nobody thought we would still be working from home in November. That was an unexpected challenge, and I think people just found it very difficult.