💾📞 Save Calls
🚨The Account Manager is required to schedule a Save Call within 48 hours if any of the following occur:
Client Health
2 consecutive weeks of YELLOW Client Health🟡 status or when the Client Health is in RED 🔴
Other factors: (Please note this down in the Client Health update and during the OPS Sync)
Utilization Trigger
Under utilization of hours or agent's capacity (not enough work or <70% for 2 weeks)
Engagement Trigger
Client is not responsive to the Account Manager for over 7 days
Stops attending check-in meetings
Decline response times in the team's communication channel (Slack, Whatsapp, Discord, etc.)
Satisfaction Trigger
Any impact in the business' reputation (DSAT or negative review)
Direct feedback from the client
Financial Trigger
Late invoice >7 days
Reduction in hours
Growth Trigger
Agent(s)/Team is at capacity but the Client is not willing to expand
Missed upsell window
Risk of competitor replacement
Onboarding Trigger
Client is still in Yellow or Red status after 30 days of onboarding
Note:
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
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