Similar to the other gentleman, we have recording devices in place in our contact centres. We record all of the calls, and we audit them. It's usually more for coaching or training as opposed to a watchdog-type approach. We keep them on file in case there's ever a dispute or a client calls in and claims something. We can go back and validate it through the recordings.
In our banking centres, the dominant theme is to do what's right for the client. We measure that at a banking centre level, in terms of client satisfaction. We also have coaches who are deployed across the country. They are able to help various members of our team in the banking centres, should we spot something that may not be quite right. They can intervene and train, retrain, coach, and help guide that staff member to the appropriate behaviour.