Duncan Smith (Dublin Fingal, Labour) | Oireachtas source

It is, so I commend Eir on that as something that is unusual. We tend to undervalue contact service workers in this country. I think a number of Deputies have spoken to the service they get when they reach the end of the phone being good. If Eir is going to leave a charge on this in terms of insourcing and valuing them, and the company has done work towards that, it should continue to lead and look particularly at wages and supports in dealing with workers who are stressed dealing with an awful lot of negativity. The witnesses may wish to speak about that.

What is the bonus structure Ms Lennon mentioned for the staff? Is it based on call quality or unsociable hours?