Cancellation Prevention

Retail company

ForeSight Voice Mining
Sales Enhancement

Sales Enhancement

2X Increased Cancellation Prevention

Challenge It’s difficult to determine successful strategies for preventing cancellations in a service-oriented contact center.

Goals Prevent account cancellations.

Results The company used ForeSight to find out how high-performing agents are preventing cancellations and then educated other agents. As a result, overall successful cases of cancellation prevention increased by 94%.

Real-Time Supervisor Support

Real-Time Supervisor Support

ForeSight makes it easier for supervisors and support agents to prevent cancellation. Supervisors can:

  • Identify cancellation risk and review the conversation in real time to provide the best support to agents.
  • Let agents see a cancellation prevention call flow and talk script in real time.