At OttoQA, we have analyzed and scored tens of thousands of retention and cancellation calls across multiple industries. This experience has led us to develop a comprehensive QA retention form that drives real results.
Why Retention QA Is Different
Retention calls are not support calls. The customer has already decided to leave. The agent's job is to understand why, address the concern, and present a compelling reason to stay. That requires a completely different QA approach.
Section 1: Initial Acknowledgment
Did the agent acknowledge the customer's desire to cancel promptly? Did they ask probing questions to understand the reason? Did they actively listen and validate concerns? Did they maintain a calm and professional demeanor?
Listen for: "I understand you are considering canceling your service. May I ask why you are thinking of leaving us?"
Section 2: Problem Identification
Did the agent identify the root cause? Did they ask open-ended questions? Did they avoid making assumptions about why the customer wants to cancel?
Section 3: Solution Presentation
Did the agent offer relevant solutions based on the customer's stated reasons? Did they effectively communicate the benefits? Did they use appropriate save tactics without being pushy?
Section 4: Empathy and Connection
Did the agent demonstrate genuine empathy? Did they make the customer feel heard? Did they avoid scripted responses that feel robotic?
Section 5: Compliance and Documentation
Did the agent follow all regulatory requirements? Did they document the interaction properly? Did they handle the cancellation correctly if the customer insisted?
Using This Form with OttoQA
While you can use this form for manual scoring, OttoQA can automate this process at scale, providing faster and more accurate results. Think about the possibilities and the information you can get with using this form with OttoQA scoring every retention call automatically.