Retention Basics
What is the minimum number of save offers required on a cancel call?
Answer: 2
What is the QA goal?
Answer: > 90%
How long before dead air becomes an issue?
Answer: 10 seconds
Name ONE required verification field
Answer: First and Last Name, address, phone, email, ZIP
What is one common reason agents lose QA points recently?
Answer: Dead air
What should you do BEFORE offering a save?
Answer: Acknowledge & empathize with the customer concern
What is the Retention goal?
Answer: > 40%
How often should you check back while on hold?
Answer: Every 60–90 seconds
True or False: If you called the customer, you don’t need to verify phone number
Answer: False
What is being missed in early call flow?
Answer: Acknowledgment/empathy
True or False: If the customer says they are moving, you can skip retention attempts
Answer: False
ACW should be:
Answer: < 30 seconds
What’s better than silence during research?
Answer: Narrating what you’re doing
What missing verification item commonly does not get verified? Verification counts for 10 points.
Answer: ZIP code
What opportunity is often missed when customers say they may return?
Answer: Future pricing / value reinforcement
Name one alternative to cancellation you can offer
Answer: Frequency change, discount, service adjustment, transfer to friend/family
What is the FCR goal?
Answer: > 60%
Customer won’t stop talking – what’s the skill to use?
Answer: Polite interruption / call control
Why is full verification important?
Answer: Security + QA compliance
What is a frequent audit gap on retention calls?
Answer: Not making 2 offers
What is the BEST order?
A. Offer → Verify → Empathize
B. Verify → Offer → Empathize
C. Empathize → Discover → Offer
Answer: C
Why does missing verification hurt your QA score so much?
Answer: It is a high-point section (major scoring category)
What’s ONE tool you can use to fill dead air AND add value?
Answer: Web portal explanation
Complete this: “Even on outbound calls, we must __________”
Answer: fully verify all account details
What is the BEST way to reduce dead air AND improve flow?
Answer: Narrate + use tools (web portal, account review statements)