Well we're very different from a conventional call center operation because 70 percent of our contacts are e-mail. E-mail can be scheduled and queued and managed differently. It's not the constant bombardment of phone calls coming in, or the sense of constant connectedness that you find in an outbound telemarketing call center. We're very fortunate that we haven't got that. Some of our reps love being on the phone for six to eight hours a day, and they handle e-mail for the remaining part of their shift.
Some reps do six to eight hours a day of just phone calls.
Some do six to eight hours a day of just e-mail. Others do a blend. But as an employee, at any one time you'll be handling a block of calls or handling a block of e-mail. Yes, it could have been handled differently. But in fact, it was very hard on all of us, and I don't think that we understood how personally distressing it was going to be for all of us.