Calling broadband plans back before the router goes dark
A regional ISP loses most of its churn in the quiet week before a plan expires. Nobody calls — the customer just lets the recharge lapse, tries a rival's offer, and the win-back costs five times the renewal. The renewal team is three people and the expiry list is nine hundred rows.
- The desk
- Prepaid plan renewal outreach
- The volume
- ~900 expiring accounts a week
- The stake
- A recharge, or a rival's SIM router
- Mon
The expiry cohort
Accounts expiring within seven days import with plan, tenure, usage band, and past complaint history.
- Tue
The heavy users first
High-usage accounts get called first — they feel the outage hardest and renew fastest when reminded before the lapse.
- Wed
Price objections rerouted
Callers comparing a rival's intro price hear their own usage played back — and the plan that actually fits it, sometimes a cheaper one.
- Thu
The complainers get honesty
Accounts with an open complaint aren't pitched. The agent acknowledges the ticket, checks its status live, and books the renewal conversation for after the fix.
- Fri
Promises reconcile
Renewed, promised-by-date, declined-with-reason — the expiry list ends the week as a ledger, not a mystery.
Wednesday, 18:20 — plan expires Saturday; the caller has a rival's flyer on the fridge.
Talenoa
Aapka plan Saturday ko expire ho raha hai. Aap mahine mein around 400 GB use karte hain — kaafi heavy usage hai.
Caller
Haan lekin doosri company 100 rupees kam mein de rahi hai.
Talenoa
Unka woh plan 200 GB tak hai — aapki usage mein speed aadhi ho jayegi. Main aapko same price par 500 GB wala plan de sakti hoon.
What landed in the system.
Not a call note. A disposition, its evidence, the work it created, and the receipt of the sync — written back where your team already looks.
- Disposition
- renewed_upgraded
- Evidence
- usage 400GB · rival offer ₹100 lower
- Task
- none — closed on call
- Writeback
- billing system + CRM synced
7days
before expiry, every account called
900rows
worked by a three-person team's tooling
5×cost
of win-back avoided per save
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