Going back to that, is there any evidence that they are addressing the timing of these calls? We have lots of statistics, but, as I learned from a stats professor in university, “there are lies, damned lies, and statistics.” Having the statistics doesn't mean anything if they're not going to actually do something about it and have an ability to help their agents do it.
From your analysis, was there anything in there to indicate that they're actually going to try to adjust these by giving their agents the tools?