Broadband Retention

Break points · ranked by severity

1. #1CriticalcomplianceDeepak Joshi · turn 9

   Agent scheduled the technician visit and offered the 20% discount without receiving clear verbal consent from the customer; 'Maybe' is not affirmative confirmation of an agreed plan change.

   “Great! I'll schedule the technician visit for you then. Also, to make things better, we can offer you 20% off your current plan for the next six months with no contract extension.”

   Fix: Treat 'maybe' as ambiguous and ask a direct closed question: 'Would you like me to go ahead and book the technician visit — yes or no?' before committing to any action.

2. #2CriticalcomplianceFatima Sheikh · turn 5

   Agent asked the customer to confirm verification details (registered address or last four digits of phone number) over the phone, which constitutes a verification step that could be a security risk if not part of the approved script, and more critically, accepted an unverified four-digit code ('7823') from the customer mid-call without a structured secure verification process — this risks being manipulated in the same way the OTP trap was set.

   “Can you please confirm your registered address or the last four digits of your phone number?”

   Fix: Agent should follow the company's defined secure verification protocol and not solicit partial credentials in an ad-hoc manner; if verification is required, it must follow the approved secure process.

3. #3MajorscriptAman Verma · turn 5

   Agent jumped straight to the retention offer without first diagnosing the disconnection reason or acknowledging the customer's frustration/busy state, skipping Steps 2 and 3 of the script entirely.

   “I understand you're busy, Aman. For now, I can offer you 20% off on your current plan for 6 months with no contract extension.”

   Fix: Acknowledge that Aman is busy, confirm the exact reason for disconnection (price concern or service issue), and only then present the offer.

4. #4MajorcomplianceDeepak Joshi · turn 11

   Agent placed the disconnection on hold without explicit customer consent — 'Okay' in response to a leading question does not constitute a clear withdrawal of the disconnection request, risking a compliance breach around not delaying a disconnection the customer may still intend.

   “Would you like me to hold the disconnection for now while you consider these options?”

   Fix: Ask unambiguously: 'Just to confirm — would you like to keep the service active while we sort this, or do you still want to proceed with disconnection?' and act only on a clear answer.

5. #5MajorcomplianceDeepak Joshi · turn 13

   Agent confirmed a technician visit and a discount offer via SMS without having received explicit verbal acceptance of either, conflating a pending hold with a confirmed plan change.

   “I'll put the disconnection on hold for now and send you a confirmation SMS about the technician visit and the discount offer.”

   Fix: Only reference the SMS confirmation after the customer has verbally accepted the specific plan change; otherwise confirm only what was agreed (e.g., a hold) and clarify the next step clearly.

6. #6MajorhonestyFatima Sheikh · turn 4

   Agent implied no surprise charges would occur by saying 'no extra charges will be added beyond your usual bill', which is close to guaranteeing a billing outcome not sanctioned by the script.

   “The 20% off plan keeps your current pricing structure, so no extra charges will be added beyond your usual bill.”

   Fix: Agent should have said the 20% discount applies to the current plan rate but should not make guarantees about future billing beyond the approved offer terms, and redirect to the specific 20% discount language only.

7. #7MinorscriptAman Verma · turn 3

   Agent skipped diagnosing the reason for disconnection before jumping to the offer; script requires understanding the root cause first (e.g., service issue vs. price) before presenting the retention plan.

   “Can you please share what made you decide to disconnect? I want to make sure we address any issues or concerns you have.”

   Fix: Good start asking the reason, but agent should have waited for and acknowledged the answer before pivoting to the offer — the customer said they were busy and mentioned fees, which the agent should have explored briefly before presenting the plan.

8. #8MinorhonestyAman Verma · turn 7

   Agent confirmed '20% ki bachat hogi aapke current plan ke hisaab se' without stating the actual rupee amount, which the customer explicitly requested twice; this risks appearing evasive even though no false figure was invented.

   “Aman, aapke bill mein 20% ki bachat hogi aapke current plan ke hisaab se.”

   Fix: Acknowledge that the exact rupee saving depends on their current plan amount, offer to look it up or tell them to check their latest bill for the figure, so the customer has a concrete sense of savings.

9. #9MinorflowAman Verma · turn 9

   Agent said 'Main abhi aapka plan activate karta hoon' implying immediate activation without first getting the customer's explicit verbal confirmation to proceed, as required by the close step of the script.

   “Main abhi aapka plan activate karta hoon aur aapko confirmation SMS bhej diya jayega.”

   Fix: Ask for explicit verbal consent first — e.g., 'Kya main samjhoon ki aap is plan ke saath agree kar rahe hain?' — before declaring activation.

10. #10MinorscriptHarpreet Singh · turn 3

    Agent skipped the 'listen and diagnose' steps (asking what prompted the decision and checking for service issues) and jumped directly to the retention offer.

    “I understand your concern about the rates, and I appreciate you telling me. While I can't match competitor prices, I can offer you 20% off your current plan for 6 months with no contract extension.”

    Fix: Before presenting the offer, ask an open-ended question such as 'Besides the price, is there anything about the service itself that's been frustrating you?' to fully diagnose the reason and check whether a technician visit might also be relevant.

11. #11MinorflowHarpreet Singh · turn 13

    After multiple rounds of the customer declining the offer, the agent did not move toward closing by offering to process the disconnection respectfully as the script requires.

    “Would you like to continue with this plan? I'll send you a confirmation SMS once we finalize it.”

    Fix: Acknowledge that the offer hasn't met Harpreet's needs and offer to proceed with disconnection respectfully: 'If the 20% discount doesn't work for you, I completely understand — I can go ahead and process your disconnection. What would you prefer?'

12. #12MinorflowDeepak Joshi · turn 13

    Agent did not complete a proper close — script requires confirming whether the customer wants to keep the service or proceed with disconnection and summarising next steps explicitly.

    “Feel free to call us anytime if you decide to keep the service or have more questions.”

    Fix: Summarise the agreed next steps concretely: 'So the plan is: I'm holding your disconnection, the technician will contact you within 48 hours, and the 20% offer is available if you decide to stay — does that sound right to you?'

13. #13MinorcomplianceFatima Sheikh · turn 6

    Agent confirmed plan changes and mentioned the confirmation SMS but did not explicitly state that no contract extension applies, which is a required part of the verbal plan confirmation per the script.

    “I'm now setting up the 20% discount on your current plan for six months and scheduling a technician visit within 48 hours. Once done, you'll receive a confirmation SMS with all the details.”

    Fix: Agent should have explicitly stated 'with no contract extension' when summarising the plan change verbally, as required by the script and compliance rules.