OZL support would like to reduce interactions on the phone from 3.2% to 2.5% by the end of the year and focusing on getting the customers to purchase tickets quickly (e.g. by helping them reset their password, etc.) and avoid phone interaction with clients over inactive account fees which averages to 4 mins per interaction. One suggestion is to minimise the font size of the support phone number on both the website and in emails, but the team is open to other solutions that may help encourage customers to send an email rather than call.