Save Desk - Need Help!

[JShute]

I am working on a proposal to implement seperate save/retention team in our call center. Our business is mostly in selling memberships. I am trying to determine what a realistic save to call % would look like (this will hopefully help me build my ROI). I have searched the internet and looked for information in white papers to no avail. Does anyone know if there is an industry standard for save %? If not, do you run a save desk? What % do you have for a target?

Also, once implemented, we will need to set a cost to benefit threshold. IE - We can spend up to $xx.xx to retain a customer. Does anyone have any suggestions or experience in calculating this?

Your help is appreciated!!

[n_meghanath]

All churn related calls should be tried for retention. so the figure would depend on the % of churn. It is pretty obvious to look for the cost of running a retention team against the cost of customer leaving (Revenue loss). Ideally it comes out good in any CBA (cost and benefit analysis) but it also depends on what you equipped your retention team to stop the customer and how much cost do you plan to invest in building up a retention tool.