CHARACTER STUDYUNIT 02 — RETENTION
SAVES THATOUT-EARN THE SEAT.
A team that reaches churning customers while the cancellation is still a decision — saves, win-backs, renewals and upsells. The save-rate target is set against your current baseline; the revenue retained is reported monthly, in dollars.
$2,350 a seat, monthly · live in fourteen days · month-to-month pilot
SC 02WHAT THE TEAM DOES
Churn-save calls
Cancellation requests intercepted while they're still decisions. Agents diagnose the real reason, counter from an offer playbook you approve, and log every outcome — saves are scored, not guessed.
Win-back campaigns
Structured call and email outreach to lapsed customers. List in, revenue back out — every contact recorded, every result on the scorecard.
Renewals & subscription saves
Renewal calls placed before the date, not after the lapse — plus failed-payment recovery, the quiet churn most subscription businesses never staff for.
Upsell on service calls
When a service call earns the right, agents move customers up-plan from approved scripts. Never pushy enough to cost a save — QA scores for exactly that.
Revenue retained, reported monthly
The headline metric is dollars kept, not calls made. Save rate, contacts per day and QA scores on the weekly scorecard; revenue retained reported monthly.
SC 03NUMBERS WE SIGN FOR
- Save-rate band, set against your baselineAT KICKOFF
- Of save calls recorded100%
- QA score / 100-PT rubric≥85
- Coaching window on a missed score48 HRS
The save band is set per industry against your baseline and agreed in writing at kickoff — then reported monthly as revenue retained, in dollars, never vanity save counts. Agents carry a saves bonus above target, so our incentive points at the same number yours does.
SC 04HOW A SAVE WORKS
- The flag
- The account history is read before the call is placed, and the churn risk is flagged with its reasons.
- The dossier
- The agent makes the call with that history and a suggested offer already in front of them — not cold.
- The offer
- Countered from a playbook you approve, inside discount ceilings you set.
- The record
- Every save call recorded, scored on the same 100-point rubric, and the outcome logged.
Targets and reporting
Save-rate targets are set against your current baseline, never against a universal percentage, and the revenue retained is reported monthly, in dollars.
The commercial model
One flat price per seat. A performance model — a base plus a share of the revenue retained — is available on request, once there is a clean baseline to measure it against.
SC 05THE RATE
- PER SEATONE PRICE
One price per seat. One-time setup from $1,000–1,500 per seat covers the two-week training build. Annual prepay −5% · month-to-month pilot.
$2,350a seat, monthly
5% annual escalator — wages in Amman rise, honestly priced.
SC 06AUDIENCE QUESTIONS
Per industry, at kickoff, in writing. Healthy retention teams save 25–35% of attempts, but a telecom reseller and a SaaS product churn differently — so the band is set against your baseline and reported against it from week one.
We set save-rate targets against your current baseline in the first thirty days and report revenue retained monthly. Retention programs typically save 20–40% of would-be-lost revenue, but your number depends on your product, price point and offers — we won't quote it before we've seen your data.
Yes — your tools, your accounts, access you can revoke in one click. Offers and discount ceilings come from a playbook you approve at kickoff. Nothing is improvised with your revenue.
The playbook caps what any agent can offer, QA scores every save call for process and compliance, and the headline metric is revenue retained — not save count. A discount-bought save shows up in the dollars, and the dollars are what we report.