Absolutely, and certainly it is of great concern to us. Just to give you context, the call demand is just unprecedented. In a typical week we might have received, at the same time last year, 350,000 calls and this year we're receiving over a million calls. The demand is just very large. We have ramped up our hiring. We're in the process of hiring over an additional 2,000 people. That gives us 1,500 more people than it did this time last year for the tax season. We have a couple of other processes in place that allow us to get those wait times down.
Let me also just say one tiny thing. It is absolutely true that there are some people who are waiting a very long time. The average wait time tends to be around 25 minutes, but of course it's the outliers. It's often when people need to speak to what we call a tier-two or tier-three agent, a specialist, that they have to wait this long. It's very unfortunate.