Quote:
Originally Posted by FlamesAddiction
Do they penalized when someone cancels?
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I'm sure they do; or at very least the numbers are tracked and reported. So at a staff meeting it shows that CSR A was able to convince 87% of their cancelation calls to keep their service, whereas CSR B only had 65%.
If CSR B had already been pulled into the manager's office that morning and told he had to get his retention numbers up, I can see the call going that way.
I know Bell was the same way years ago. I would always call to cancel my service, and when asked why I would tell them Shaw had a better offer. I would get a discount for staying with them. Similar thing with Bell's tech support. The first 3 steps were to cycle the power (soft reboot), pull the power cord for 2 minutes (hard reboot), and then next was to unplug for 2 hours. (Which would force a renewal of at least on software lease.) First level techs would hate that I had already tried all 3 when calling them; as they could not have me power off for 2 hours and ask for me to call back. If they could; they could mark the call as resolved. Now they have to mark it as unresolved and put me over to 2nd level.