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

[hapazard2]

Hi

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

[GD1]

@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.

[hapazard2]

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.

Ta

[Daniel0210]

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@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.

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@hapazard2 

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

[hapazard2]

Thanks. I didn't realise that😀