I read elsewhere that the retention guys need to retain 75% of people who want to leave or they don't get paid - supposedly posted by someone who works for the company (but obviously could be bullshit)
Doesn't that depend on the terms of the contract (bearing in mind we're talking about the USofA, which doesn't have all this namby-pamby BS from Brussels)?
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That is bad. I wonder if everyone gets the same treatment and they just expect most people to give up, hang up the phone and carry on as before.
Most 99% of the time when calling to cancel a mobile contract over here they try for a bit to keep you with them. I did ring T-Mobile a couple of years ago and whoever I spoke to obviously couldn't be bothered and just cancelled it without any questions. Sian was on the phone for a little while to Orange this year, they kept offering different phones, contracts, etc. even though she kept saying they don't do the phone she wanted (16GB Moto G)
bastard by name