Retention Call

Which of the following best describes the goal of a retention call?

• Demonstrate empathy while uncovering opportunities to continue the partnership

• Negotiate lower pricing to match competitors’ offers

• Convince the client that their reasoning is flawed

• Ensure the client exits on good terms

What proactive step can CSMs take to reduce churn risk?

• Schedule monthly calls with every client, regardless of engagement levels

• Implement regular check-ins that provide value based on the client’s unique goals and operations

• Only reach out when performance metrics indicate potential dissatisfaction

• Reduce service levels to discourage the client from leaving

If a client consistently ignores Client Feedback Form requests, what should a CSM do?

• Assume they are satisfied and move on

• Escalate the issue to senior management immediately

• Follow up more consistently and explain the value of their feedback

• Wait until the next QBR to bring it up

How should a CSM present retention solutions in a call?

• List all available options and let the client choose

• Frame the solution as a natural next step based on the client’s needs

• Ask the client directly if they are interested in a discount

• Offer a scripted response regardless of the client’s concerns

What distinguishes a Retention Call from a Client Exit Survey?

• Retention Call focuses on relationship-building, while the Exit Survey focuses on next steps for cancellation

• Exit Survey is mandatory, while the Retention Call is optional

• Retention Call is formal, whereas the Exit Survey is casual

• There is no real difference; both serve the same purpose

What should be included in a post-retention call email recap?

• A summary of key discussion points, next steps, and any proposed solutions

• A thank you email with an appreciation for the partnership

• A breakdown of why the client’s concerns are unjustified

• A confirmation that offboarding has been initiated

How can our TP team add value to clients with lower support volume?

• Shift focus to proactive engagement, like post-purchase outreach and retention strategies

• Only provide service when support tickets are received

• Recommend they transition to a different service provider

• Ignore low-volume clients to focus on high maintenance clients

A client states they are leaving due to inconsistent support quality. What is the next best step to take?

• Apologize and immediately offer them a new team without investigating

• Ask for specific feedback and conduct an internal review of their service metrics. Ensure that we will turn the experience around.

• Empathize and understand that they will not change their mind and begin offboarding

• Offer them a free month of service to try again

If a client cites budget concerns as their reason for leaving, what should the CSM do first?

• Offer a discount immediately

• Dig deeper into their budget constraints and explore how TalentPop can align with their financial needs

• Explain that pricing is not flexible and move forward with offboarding

• Offer to pause their account and reconsider in 9 months

What key points should be immediately considered when a client raises concerns about service quality?

• First Response Time, Resolution Time, and Customer Satisfaction scores

• The number of times the client has reached out with similar concerns

• The total amount they have paid for services. Then suggest a discount

• Remind the client that agents are trained to a high standard