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jfman · 30-01-2023, 10:28

I think everyone is reading too much into the interaction itself and not enough about the purpose.

They want to drive up revenue and get more customers into contracts. They (Virgin, not the agent) will have done research into the types of package (e.g. all 4 services, gig1) that have lower churn in the long run. If they nudge you onto those packages now and your consumption changes as a result they’re in a better position to drive up prices.

The most pointless thing they could do is sell you exactly what you have now at lower cost. Although when push comes to shove you could potentially get that from retentions.

30-01-2023, 10:28	#14
jfman Architect of Ideas Join Date: Dec 2004 Posts: 10,366	Re: Do agents listen at all ? I think everyone is reading too much into the interaction itself and not enough about the purpose. They want to drive up revenue and get more customers into contracts. They (Virgin, not the agent) will have done research into the types of package (e.g. all 4 services, gig1) that have lower churn in the long run. If they nudge you onto those packages now and your consumption changes as a result they’re in a better position to drive up prices. The most pointless thing they could do is sell you exactly what you have now at lower cost. Although when push comes to shove you could potentially get that from retentions.