Check every cancellation was handled by the rules

Fields

• Market (US or UK)
• Channel (call, chat or email)
• Conversation with speaker labels

Questions

1. What does the customer want to do about their service or contract? Choice

   Read the whole conversation and go by the customer's clearest statement about ending their service or contract. A request to cancel an appointment, an order or one add-on is not a request to end the service. Pick one option.

   • Clear request to cancel The customer says they want to end the service, close the account or leave, in any words, at any point in the conversation.
   • Considering leaving The customer asks what cancelling would cost or involve, or says they are thinking of leaving or looking elsewhere, without saying they want to cancel.
   • Wants a different plan The customer wants a cheaper, smaller or different package from the same business, and does not want to leave.
   • Cancel an appointment, order or add-on The customer wants to cancel one appointment, order, booking or add-on, and keeps the service.
   • No cancellation intent The customer says nothing about leaving, cancelling anything or changing plan.

2. What main reason does the customer give for wanting to cancel? Choice

   Pick the reason the customer gives most weight. Go only by what the customer says; do not guess a reason from the account or the plan. If the customer gives no reason, or never asks to cancel, pick No reason given.

   • Price or a price rise The bill is too high for what they get, went up, or a promotional price ended.
   • Cannot afford it The customer says they cannot pay, for example after losing income, rather than that the price is poor value.
   • Found a better deal elsewhere The customer names or describes an offer from another provider as the reason.
   • Faults or poor service Outages, slow speeds, failed repairs, or poor handling of earlier contacts.
   • Moving home The customer is moving to an address where they will not take the service, or that the business does not serve.
   • Not using it The customer no longer needs or uses the service.
   • Account holder has died The caller is ending the service because the account holder has died.
   • A change they did not agree to The customer says the business changed the contract, the price or the service without their agreement.
   • No reason given The customer gives no reason, or never asks to cancel.

3. Does the agent make a retention offer to keep the customer? Yes / No

   Count any discount, cheaper or different package, credit, free period or extra offered to persuade the customer to stay. Telling the customer about their options when they ask is not an offer. Yes: The agent offers at least one discount, package, credit, free period or extra to keep the customer. No: The agent makes no retention offer, or there is no agent in the conversation.

4. Does the agent keep offering or arguing for staying after the customer declines an offer or repeats that they want to leave? Yes / No

   Does the agent make another offer, repeat one, or argue for staying after the customer has refused? Our rule allows one retention offer; once the customer declines it or repeats that they want to leave, the agent stops offering and processes the cancellation. A refusal is the customer turning down an offer, or saying again that they want to leave after the agent has tried to keep them. Accepting an offer, saying maybe, asking what cancelling would cost, or never asking to leave is not a refusal. If the customer never refuses, the answer is No. A pitch is anything the agent says after a refusal to keep the customer: a new offer, the same offer again, a warning about what they will lose, or asking whether they are sure together with a reason to stay. Processing or refusing to process the cancellation, confirming the date and charges, or offering help with the final bill is not a pitch. One pitch after a refusal is enough for Yes, however short the conversation. Yes: After a refusal, the agent makes at least one more offer or argues for staying. No: The customer never refuses, or after every refusal the agent only processes, confirms or closes the request.

5. Does the agent put a hurdle in the way of the customer's request to cancel? Yes / No

   A hurdle is any of these: saying they cannot process the cancellation; transferring the customer, or asking them to call back, write in, or use a website or another team to cancel; requiring a reason, or requiring the customer to hear an offer, before processing. Whether a charge the agent states is in the customer's contract is checked elsewhere. A transfer or another channel the customer asks for is not a hurdle. Retention offers on their own belong to the question on pitching after a refusal, not to this one. Yes: The agent puts at least one such hurdle in the way of the request. No: The agent puts no such hurdle in the way, or the customer never asks to cancel.

6. How does the conversation end for the customer's request to cancel? Choice

   Judge where the request stands when the conversation ends. Pick one option.

   • Cancellation done or booked The agent confirms the cancellation is processed or booked, with the date it takes effect.
   • Clear next step the customer agrees to The customer is told exactly what happens next to complete the cancellation and agrees, and does not have to ask to cancel again.
   • Transferred The customer is passed to another team or queue before the cancellation is done.
   • Told to contact again The customer is asked to call back, write in or use another channel to cancel.
   • Customer chose to stay The customer accepts an offer or decides to keep the service.
   • Ended with no outcome The conversation ends or drops with the request neither done, booked, handed on nor withdrawn.
   • No request to cancel The customer never asks to cancel the service.

7. Does the agent explain what the customer will pay on leaving? Choice

   Consider early termination fees, the final bill and charges for equipment that is not returned. Pick one option.

   • Charges explained The agent states the amounts, or the rule for working them out, for the fees, final bill or equipment charges that apply.
   • Said none apply The agent says no fee or further charge applies, and says nothing more.
   • Not mentioned The customer is leaving and the agent says nothing about fees, the final bill or equipment.
   • Customer is not leaving The customer stays, or never asks to cancel.

8. Does the customer express dissatisfaction with how their request to cancel is handled? Yes / No

   Count dissatisfaction in any words with the offers, the transfers, the waiting, the repetition or the agent's handling of the request. Dissatisfaction only with the price or the service they are leaving does not count here. Yes: The customer says, in any words, that they are unhappy with how the request is being handled. No: The customer expresses no dissatisfaction with how the request is handled.

9. Does the agent log a complaint about the handling and give the customer the complaint route the rules require? Yes / No

   Use the complaint route in the rule set for the market field. An apology on its own is not a complaint route. Yes: The agent says the complaint is logged and gives the route the market's rules require. No: The customer is unhappy with the handling and the agent does not log it, or gives no route or only part of it; or the customer makes no complaint about the handling.

Lens columns

cancel_intent, cancel_intent_probability, cancel_reason, cancel_reason_probability, retention_offer_made, retention_offer_made_probability, pitched_after_refusal, pitched_after_refusal_probability, hurdle_to_cancel, hurdle_to_cancel_probability, cancel_outcome, cancel_outcome_probability, charges_explained, charges_explained_probability, complaint_raised, complaint_raised_probability, complaint_route_given, complaint_route_given_probability