The_Maverick
Well-Known Member
He can't really, retention teams have targets on how many people they persuade to sell and they have to adhere to an average call time too. If his manager listens to that call he'd get massively bollocked. That being said I always used to do it when I worked at BT.
To be fair, to spend 54 mins on the phone to a customer, calm them dowm, undertstand their issues, have a chat about football and to get them to renew it's actually a pretty cheap way of doing it. Taking into account all costs, I can't see that 1 hour phone call costing more than £100.
You sign up for another couple of years, put another £3k in their bank account. For £100.
Or you get new customers which if I remember correctly cost about 10x more to recruit then renew existing ones.