Mr. Seamus McCarthy:

On that point, figure 5.6 indicates the number of calls expected. I suppose that in the period of August and September, before people go to college, it was anticipated that call levels would be at their highest. The number of calls received are illustrated, with grey bars indicating where calls were abandoned. One might imagine with an abandoned call, the caller would return at a later stage. They were running at a much higher level, at 10,000, to 12,000 calls, in that period around November, when the delays in answering calls were occurring and there was longer engagement with callers.