Retention Audit
A monthly deep audit of 10–20 Spanish cancellation, billing and retention calls and chats, with the recoverable revenue at the top.
About the Retention AuditSpanish-language retention audits for subscription businesses
Find out which cancellations your team could have saved.
We audit your Spanish-language cancellation, billing and retention calls. Each month you get the revenue that walked out on calls your team could have kept, why customers are leaving, and what to change first.
Call 07 · Cancellation04:12 / 06:30
«Es que ya casi no lo uso.»
“I barely use it anymore.”
- Signaled
- Unused value, not price. Open to staying.
- Lever allowed
- Pause the membership for up to 3 months
- Save technique
- Missed
- Recoverable
- Yes
A QA score goes in a drawer. This goes to the CFO.
Most call QA tells you an agent scored 3.4 out of 5. Our report opens with one sentence.
Behind that sentence: why customers are leaving, the moments each call turned, and what to fix first.
Report headline
Of 20 cancellation calls audited, 6 were recoverable and were not recovered. At your average plan price of $79, that is $474 a month in recurring revenue lost from this sample alone.
Five things we listen for on every call
- Save
Save technique
Were the retention offers you allow used, and used well?
- Tone
De-escalation and tone
What the customer signaled beneath the words: hesitation, frustration, a reason to stay.
- Dispute
Dispute prevention
Was the call steered away from a chargeback?
- Policy
Policy execution
Was your policy applied correctly and consistently?
- Reason
Cancellation reasons
Price, billing surprise, product gap, unused value, competitor, service failure. The part your Product and Marketing teams will ask for.
Each one is marked Done Missed Mishandled No points, no averages.
We've worked the queue we're auditing.
Localization vendors do language. AI QA tools score compliance. Neither has sat in a Spanish cancellation queue.
Our auditors came up through the Spanish customer service team of a global printing and marketing company, where one seat handled billing, subscriptions and angry customers, work that English teams split across several departments. Since then: renewal reminders, billing calls and gym membership collections. Customers who don't want to pay, feel trapped by a recurring charge, or are avoiding one.
We hear what that customer meant. A transcript can't.
The depth your auto-QA doesn't have
Automated QA scores every call, thinly. We go deep on 10 to 20 a month. That is a diagnostic sample, not coverage, and we say so up front.
Keep your auto-QA. Use us to find out what it misses.
How we work with you
Spanish Copy Audit
Failed-payment emails, renewal reminders and support macros rewritten to land with Spanish-speaking customers, with the reasoning behind every change.
About the Spanish Copy AuditAgent Coaching
A four-week program for your Spanish team, built from your own audited calls.
About Agent CoachingYour recordings, handled properly
Customer calls are personal data. We work as your data processor under a written data processing agreement.
You stay in control of the data, we use it only for the audit, and we delete it on the schedule you set. Everyone who hears your calls is bound by the same terms.
Find out what your cancellation queue is costing you.
A 30-minute call. We'll ask about your volumes, plans and pricing. If an audit makes sense, we'll tell you what it would cost.