Although i don't think his maths is great...(or maybe it is his use of english)
"He estimates the big four banks each record 15 million minutes of customer calls in their contact centres each month – that’s 60 million minutes, or 41,640 days, each year. But only about 1 per cent of this is analysed, and usually only after a problem has been identified."
$2 stock. Here we go!, page-84
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