Mr. Alan Murphy:

We have a pie chart of each day's calls and can see that they are of the nature of comfort calls. People want to know how their applications are doing. We have provided an online tracker for students which enables them to go into their account and see the date on which their application was received and what we have done with it. The main driver of calls are queries on application status. Later in the year there are calls about payments. There are questions such as, "Will I receive a payment?" and "When is the next payment run?". I regard those calls as ones that we can make go away if we provide students with information through the other channels.

As well as a tracker for the application stage, we have provided a payments card so that students can see when payments are scheduled. We have peaks around that. Having collapsed the documents part of our business, we are working very hard to do the same for the calls side. They were an unforeseeable scale of business.