Approach
How we audit Spanish-language retention calls, who does it, and how we handle your data.
In a subscription business, every cancellation call has a dollar value. So our reports start with revenue: how many departures were recoverable, and what they cost at your pricing. We don't score calls on a scale at all.
| Area | The question we answer |
|---|---|
| Save technique | Were the retention offers you allow used, at the right moment, and used well? |
| De-escalation and tone | What did the customer signal beneath the words, and did the agent hear it? |
| Dispute prevention | Was the call steered away from a chargeback or payment dispute? |
| Policy execution | Was your policy applied correctly, and the same way every time? |
| Cancellation reasons | Why did they leave: price, billing surprise, product gap, unused value, competitor or service failure? |
Each area is marked Done Missed Mishandled No points, no averages.
We undercount on purpose. A number we're certain of is worth more to you than a big one you have to defend.
A call is recoverable only if the customer voiced a specific, addressable objection, and the agent had a lever your policy allows that they didn't use.
Anything ambiguous doesn't count.
Every recoverable judgment is checked against our written standard, and borderline calls get a second reviewer. If a call is still unclear after that, it doesn't count as recoverable. We keep a record of every second review, so the standard holds as the team grows.
Co-founder and director · Lead auditor
Ten years in bilingual customer service at a global printing and marketing company, advising small businesses and training teams internationally. Background in translation, localization and face-to-face conflict resolution. Owns the audit framework and client reporting.
Co-founder and director
Operations and finance.
We work with a small bench of specialists, including our coaching lead and our localization specialist. All of them are bound by the same confidentiality and data terms.
Ausculta is Latin for “listen”, and the root of the doctor's word auscultation: listening closely, through a stethoscope, to what's going on inside. Cor is Latin for heart.
We listen to the heart of your customer conversations.
Ausculta Cor is a trading name of Winter Shand Ltd, a company registered in England and Wales.
