[Kushan]

I think the problem with that argument, General, is that the vast, vast majority of calls in to Virgin's Tech Support are for really basic **** that just doesn't need much training. The problem stems as soon as it goes beyond that.

I do think Virgin's training is the weak area though, especially where offshore is concerned. I don't know why they're so terrible, I know onshore, even the terrible onshore agents, were never as bad as some of the offshore ones and nobody was ever told to read from a script yet that's all offshore seems to do. Maybe it's just a language thing - I really don't know.