Just out of curiosity, do you have any input into oversight as far as criteria for hiring are concerned? For instance, we talk about behavioural identification. Sometimes when you're hiring people, you should make sure that you have people who are conducive to what they call “customer service”. Do you have any influence on that at all? Is anything like that made known to those who are providing the service?
On February 15th, 2011. See this statement in context.