Certainly.
There has been a lot of use of the term “dropped calls”. There are a couple of things we'd like to make very clear. We do not hang up on clients. Clients may choose to hang up. As Leslie described, there are times when a client might hang up after 10 seconds, or five minutes, etc.
During our peak periods, when the call volume dramatically increases, it will happen that clients have to wait quite some time, and we'll see the number of people who choose to hang up increase.
The other piece related to this issue is that under our old technology, when all of our lines were full, if clients would press 0 to speak to an agent, at times, if all those lines were full, they would get a message saying, “Unfortunately, all our lines are full. You can choose to go back to the automated response system, or you can call back later.” Then the client had that choice. Under our new telephony system, that limitation of having people not be able to get into the queue has been addressed.