IRT retention specialists receive calls from customers who are calling in to cancel a product or service. The objective of the Retention Specialist is to identify the customer’s reason for canceling and use the phone call as an opportunity to re-sell the customer on the benefits and value of the product or service. The techniques used are conversational in nature with a focus on not just retaining a customer today, but ensuring persistency and customer loyalty with an experience that educates the customer on the value and quality of a product or service.  We achieve superior customer retention rates by employing well-trained agents, customized scripted objection handlers & rebuttals, cross-selling, down-selling and extensive quality assurance & monitoring.