In dealing with lots of seniors who are not going to be dealing with online services and people who may not be seniors but are not technically able to deal with those, they're going to be relying much more on these call centres.
In some of the stats you had, you said that only 17% of the non-specific information was actually accurate and also that the annual training and analysis was about 30 minutes per agent. To me, that means there's virtually no training in there, which would lead to the quality of the calls.
Is there any evidence that the CRA, in giving you all this information, has programs to...? You're saying they don't have the tools, so what do they actually have that is going to increase the quality of these agents, going forward?