Here's the interesting thing: In fact, call wait times were very low in August, September and October, so things were manageable. There was always a plan to hire more people. We always hire more people in tax season, and there was a plan to hire more people than ever.
What we saw as the second wave came—I think it's the second wave, or perhaps the third wave, depending on how you count it—was that call volumes and call-handle time went up really unexpectedly.
I'll point you to the call-handle time. It went up by 40%. A lot had to do with identity theft, with the increase in sophistication of cyber-attacks. That's really what has led to an unexpected demand both in the number of calls and in the duration of those calls.