really pleased with the solution you recommended. For your next project, I need you to take a look at our kirkcaldy contact centre. our Q4 customer satisfaction survey is disastrous (see charts and report extract attached) and this represents a major rick to our corporate image and future sales. We have serious recruitment problems and a high staff turnover. These two problems are obviously linked. i suggest you to talk to laurie McAllister, our HR Manager there. i'd like You to come up with sone proposals but without significantly increasing costs, which are another problem. Currently we etimate that on average a customer call costs us €4.50. We cover this from the call charge (currently€0.50 per minute), which is why we keep customer on hold for around six minutes. They spend about the same time with an adviser, although if possible we meed to reduce this because at the moment we can't take enough calls. Obviously, we can not afford to increase dalaries. I'm counting on you to come up with some creative ideas; get back to me as soon as you can. Best regards, hamish