Whatever I said was brilliant, and I can never repeat it again.
Anyway, sir, it's great to see you again.
I think that folks would be very proud to see what the public servants have done amidst this pandemic. The Monday after I spoke to all of you, we had 973 employees who were able to connect as we went to our remote workstations, and very quickly we've reacted to bring folks on, as I mentioned in my opening remarks. We're firing at over 95% effectiveness on these remote means in order to support our folks.
At the same time, Steven and his team are hiring literally hundreds more employees and training them virtually. The ability to learn and to adapt to this virtual and remote environment has been extraordinary, and so has the outreach to veterans. We've literally been calling thousands of veterans each day, and in some areas of the department productivity is actually better than when we were back in the office. I'll just say that our call centre is answering their calls within two minutes, well above the 90th percentile, which is over the service standard.
What we're trying to do is enable the employees to feel safe and healthy while they are reaching out and supporting veterans, and enable productivity to the best of our ability.
Steven.