Robert, the marketing manager and Will's friend, explained to him that Travelink had ramped up its staff levels within the call center in anticipation of obtaining new business that had not materialized. As a result, management was under pressure from the head office to improve its financial performance. Robert commented, "I've been working 60-hour weeks for the past several weeks, exploring new opportunities, and drafting proposals related to potential contract bids, and there are rumours that senior management is considering layoffs."