The fact that we have side-by-side listening rather than call recording is a major issue. It puts us in the situation where we don't have an accurate reading of the error rates all the time, exactly as the Auditor General pointed out. We did an internal audit ourselves and found we had error rates in line with what the Auditor General said. So we've developed an action plan for training, and we have a new training process called, “gating and nesting”, which I'm happy to explain if we have enough time for that.
Then the big change will be the technology that allows the call recording, so that in headquarters we will be able to monitor people in the field and determine their accuracy rates. When systematic errors are being done, we'll be able to fix those with new information.
The other part of the technology, which will be very important, is skills-based routing. That means that when a caller calls, they're going to be hooked up with the right agent at the right tier level much more quickly and they will be more likely to get a right answer. I think quite a lot is going to happen to improve our accuracy over the course of the next year. We'll be able to measure our accuracy much better and we're going to be able to respond through better training and through that call recording and skills-based routing.