Save Call Attempt

• Review the Client Health and historical information

  • This should include the Campaign's performance (Agent EODs and QA result)

    • Make a note of any significant changes or trend, performance issues, if we are or are not meeting target or expectations

    • Meet with the Agent for direct feedback

• Go through the last 3 touch points (calls, emails, chats)

• Prepare 2 to 3 possible solutions

  • Additional training

  • Increase 1:1 time with the agent or close monitoring for 1-2 weeks

  • Additional resources or QA time for 1-2 weeks

  • Replacement

  • Potential upsell

  • Etc.

• Request for a time to meet with the Client within the next day or two

Note: The preferred method of Save Call is through a phone call or a video call. The reason for this is because a phone call or a video call is more personal than chat or SMS. This also means for that period of time, you'll have the Client's attention and focus, you'll be able to have a more personal discussion and come up with a plan going forward with the Client's buy in.

The goal:

• Re-engage clients

• Uncover root causes of dissatisfaction

• Present alternative solutions

• Increase account value

Below is a suggested call flow. However, what's important here is that you come prepared for the conversation you're about to have with the Client. Know that the Client will have questions or feedback you might not expect, which mostly would have to do with negative feedback or concerns that are just coming to light.

• Open with Empathy

  • “I wanted to check in because I value your partnership, and I’ve noticed a few things that concern me. My goal is to make sure you’re getting the results you expected.”

• Listen & Diagnose

  •  Ask: “What’s working well right now? What’s been frustrating?”

  • Dig for root causes (skill fit, workload mismatch, unclear expectations, budget concerns)

• Align on Impact

  • Quantify the problem: “I hear you’re not seeing enough ROI. If we don’t solve this, it risks (missed deadlines / extra internal workload)"

• Present Solutions

  • Tailored options:

    • Re-training or upskilling existing VA.

    • Swap/replace with a better-fit talent.

    • Add more hours or extra resource to reduce bottlenecks.

    • Ops intervention / escalation for service gaps

• Commit Next Steps

  • Confirm agreed actions.

  • Book follow-up call in 2 weeks to check progress

After the call, evaluate if you were able to do any of the following:

• Resolve the Client's concern and the Campaign would run as normal

• Proposed a way forward that the Client has accepted or is open to exploring

• Proposed a change in or an additional process that the Client agreed to implement

• Extend or agreed on an evaluation period before the Client makes a decision (to continue or churn)

• Upsell or cross-sell to a different service type

AND

• You've established the value in maintaining the relationship and you provide expertise

💡The answer should at least be a couple of yes' to the points above. It means that you were able to re-establish your relationship with the Client and you are working towards a goal that you'll closely monitor for the agreed period. 

Action Items:

• Update friday.virtualchamps.com with the Save Call Attempt

  • If the Client is at-risk, there should already be a phone icon in red 📞

    • Campaign > Save Call Management 📞

• Send a message to Everything OPS with the summary of your call and next steps

• Discuss this during the OPS Sync the next day

• If a Client remains RED after 2 Save Calls within a 30 day period, escalate to the CEO or VP of OPS

• If it's a VIP Client or a Campaign with >$5,000 in MRR, the CEO or VP of OPS should personally join the escalation call