Retention Offers, Competitor Information and Special Retention BOBs

 

Callers with billing increases asking to disconnect or reduce charges/fees

 

Who are we Speaking with?

• Verify the person we are speaking with is authorized to make changes/disconnect the account
   
• Verify CPNI: authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification  

 

Why are they Disconnecting?

• Competitor
   
• Moving out of area
   
• Pricing / Saw new customer pricing
   
• Technical Issue
   
• No longer need
   
• Multiple Price Changes  

 

Where are they Moving to?

• Obtain the new address 
   
• If customer is moving to an Astound service area use ICOMS transfer function     
   

What services do they have? Or What service issues are they having?

Work from home ,  gamer, stream movies/videos

# of devices connected at one time. like tablets, computers, iPad, phones, Echo/Alexa, Google Home, doorbells, smart devices etc.

• Probing to find potential needs/issues
   
• Find out how they use their services to allow you to show value 
   
• Check what bundled services and add-on packages they have, need, or are not using 
   
• Check the work order and note history of technical issues or visits 
   
• Gather enough information by interacting with the customer to make an appropriate recommendation or determine how and what to troubleshoot 

 

How can we save them with the least amount of reduction in MRC?

Review the account and ask probing question:

• Overall monthly charges
  
  
  • Understand what customer is paying and for what services/equipment

• Speed the Customer currently has
  
  
  • Ask qualifying questions
  
  
  • Do they still need this speed?
  
  
  • Do they need more speed?
    
    
    • The answer isn’t always to go down in service or price – it may be to offer more
    
    
    • Speed/services to resolve issue(s) - (a little more $ but value outweighs cost)
  • Astound West – is data usage charges the problem?
    
    
    • Offer plan with unlimited data – even for a few dollars more, this may be a better option for the customer

• Right-size:
  
  
  • Equipment
    
    
    • What equipment does the customer have?
    
    
    • Do they need all of the equipment they have – can they do without converter boxes?
      
      
      • Are they interested in purchasing their own modem/router to reduce cost?
  • Channels
    
    
    • Do they need all the channels they currently have?
    
    
    • Do they have pay channels or premium tier channels they can remove?
    
    
    • Can they go to the lowest tier of cable channels?
  • Phone
    
    
    • If customer has phone ask if they still need it – phone has a good amount of taxes

• Technical Issues
  
  
  • Conduct appropriate troubleshooting
  
  
  • If unable to resolve issue, offer trouble call being certain customer understands the instances in which they are charged for this visit
    
    
    • If it is our issue – no charge