topic How do you know you’re through to retentions team? in Account & Billing

How do you know you’re through to retentions team?

hapazard2 — Tue, 23 Jul 2024 12:11:37 GMT

Rang Sky this morning as we're out if contract for Q, BB and Sky Talk. Proposed increase was 21% against current price. Advisor managed to reduce to 10%, so I said not happy and wanted to speak to retentions team. At that point, lady said I was already speaking to them.

I'm curious as clearly Indian call centre. However, I did use the word retentions when asked "what is your call about"..

I have to ring back to either accept or pull the plug. Just wondered if retentions had now morphed from Scotland to India?

Thanks

Re: How do you know you’re through to retentions team?

GD1 — Tue, 23 Jul 2024 12:25:31 GMT

@hapazard2 Retentions can be based both onshore & offshore. If you spoke retentions on the IVR you would have been routed to a retentiosn adviser.

As you didn't accept the deal there & then the next time you call you may not even be offered the same reduction.

Re: How do you know you’re through to retentions team?

hapazard2 — Tue, 23 Jul 2024 12:44:13 GMT

IVR? Re availability of offer- I'm sure patience will be a virtue in this scenario. BTW- Virgin, Vodafone, Plusnet and Talk Talk all offer me 500mbps BB for the price I'm paying Sky for Ultrafast One. Virgin bundle for all equivalent services £40pm less than Sky.

Re: How do you know you’re through to retentions team?

Daniel0210 — Tue, 23 Jul 2024 13:24:27 GMT

@hapazard2 wrote:

BTW- Virgin, Vodafone, Plusnet and Talk Talk all offer me 500mbps BB for the price I'm paying Sky for Ultrafast One. Virgin bundle for all equivalent services £40pm less than Sky.

@hapazard2

They are offering you those terms as a new customer but with Sky you're an existing customer.

Re: How do you know you’re through to retentions team?

hapazard2 — Tue, 23 Jul 2024 13:31:42 GMT

Thanks. I didn't realise that😀