Probable Downgrade Notification on One View

Probable Downgrade Notification on One View

Target LOBs - Outbound

Briefing Info - You may receive a "Probability for Downgrade!!!" alert in the One View portal, indicating customers are likely to switch to a lower validity plan (e.g., 12 → 6 → 3 → 1 month).

Agent Role - Our goal is to help customers make informed decisions by highlighting the benefits they may lose if they downgrade.

Key Actions:

• Listen & Understand: Acknowledge their concerns and explore reasons for downgrading.
• Emphasize Benefits: Articulate how their existing plan addresses their requirements more effectively
• Handle Rebuttals: Use the attached script to address objections confidently.
• Encourage Retention: Offer relevant discounts or incentives to retain them.

 Screen shot for the above-mentioned scenario --

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Thanks & Regards,

Team Tata Play Fiber

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