Do you know how often your employees retain your customers? Or how they handle the type of calls where customers consider canceling their subscription?
On average, employees attempt to retain customers in about 44% of cancelation calls. But in fact, the number of retention attempts range from 0% to as high as 70% in the conversations we analyzed.
It is more beneficial for both you and the customer if you actively work on retention and in-depth exploration of why she considers to cancel the subscription.
But even if it sounds like simple changes, it is important that you continuously motivate and check up on your employees, since behavioral change can turn out to be one of the hardest things to implement in customer centers.