Mobile phone and broadband customers persuaded to stay by operators

It has been revealed that around one in seven consumers that plan to cancel their mobile broadband or phone contractor is persuaded to stay by the operator.

Many people that have a mobile broadband or phone contract with a particular provider decide to cancel, and this can be for a variety of reasons. These reasons can range of poor value for money or poor coverage to low levels of customer service or unreliability. However, according to recent reports there are many people that plan to leave their mobile operator but are persuaded to stay.

Research was carried out by YouGov and suggested that around one in every seven customers that plans to leave their mobile broadband or phone provider is persuaded to stay. This happens at the point where they call the company to cancel the contract, where advisors then use persuasive skills and even incentives to get the customer to stay.

Officials have said that this proves that whilst companies are increasingly encouraging customers to make contact by web forms, emails, and in writing, having voice to voice contact can sometimes be very beneficial as it allows the company to try and avoid losing more customers.

The research also showed that there was a difference in the way people reacted to this persuasion based on age. Younger people are more likely to be persuaded to stay according to the survey results with older people aged sixty give and over are more likely to stick to their guns and continue with their plans to leave.

Could you be persuaded to stay with a provider if you contacted them to cancel your contract? Comment and let us know

Source – Mobile News cwp