Duncan Smith (Dublin Fingal, Labour) | Oireachtas source

Following on from that, I ask Mr. Malone to give an indication of the structure of NBI's contact centre. Are phone calls answered by in-house staff or is it that outsourced? How many calls are being answered? I have not heard of many problems with it; I am not coming from that angle. However, if NBI is moving to a more industrialised pace and people are seeing stuff being done, I imagine it will be busier. I want to make sure the phone line is operating well because people may not have Internet access for chat and that kind of thing.