Spanish Copy Audit
When the calls point to billing surprises and failed-payment emails.
About the Spanish Copy AuditRetention Audit · Monthly
Every month, the cancellations you could have kept.
A deep audit of 10 to 20 of your Spanish-language cancellation, billing and retention interactions. We tell you which departures were recoverable, what was missed, and why customers are leaving.
- Sample
- 10–20 interactions a month
- Channels
- Spanish-language calls and chats
- Report
- Four parts, same shape every month
- Walkthrough
- A 30-minute call with each report
- Term
- Three months to start
Built for the person who owns churn
Heads of Retention, VPs of Member Services and Customer Success Directors at businesses with recurring billing and Spanish-speaking customers.
- Gym and fitness chains
- Subscription box and direct-to-consumer brands
- Streaming and digital memberships
- SaaS with Latin American or US Hispanic customers
- Insurance and telecom
How a month runs
You share 10–20 recent interactions.
Spanish-language cancellation, billing and retention calls or chats, sent securely under our data processing agreement. Recordings work best: tone is half the finding.
We judge each one against a written standard.
Every recoverable judgment is checked against our written standard, and borderline calls get a second reviewer.
You get the report and a walkthrough call.
Four parts, same shape every month, so you can track movement. A 30-minute call walks you through the findings.
Next month, we measure again.
The second audit shows whether the changes landed.
A report built to be forwarded
| Part | What it tells you | Who it's for |
|---|---|---|
| 1. Revenue headline | How many calls were recoverable and not recovered, and what that costs a month at your pricing | Your CFO |
| 2. Reason breakdown | Why customers left: price, billing surprise, product gap, unused value, competitor, service failure | Product and Marketing |
| 3. Timestamped moments | Three or four moments: what was said, what it signaled, what should have happened instead | Team leads and coaches |
| 4. Recommendations | What to change first. Short. | You |
We only count the saves we're sure of
Every call gets one judgment: was it recoverable? Our definition is strict and written down.
So our number undercounts, on purpose. You can take it to finance without having to defend it.
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.
Done, missed or mishandled
No 1–5 scales. In each of the five areas we listen for, the call is marked done, missed or mishandled. Scales start arguments about numbers. Plain findings get acted on.
Done Missed Mishandled
When cancelling is made too hard
If we hear an agent making it harder to cancel than it should be, we flag it. We report it as an operational observation for your legal or compliance team to evaluate. We don't give legal advice.
Questions we get asked
Why only 10 to 20 interactions?
It's a deep diagnostic sample, not coverage. Each one gets an experienced listener and a written judgment, and borderline calls get a second reviewer. Need a bigger sample? We'll quote it.
We already use AI QA. Is this a replacement?
No. Auto-QA scores everything thinly. We go deep on a few and find what a scorecard can't hear. They work together.
Recordings or transcripts?
Recordings where you can. Hesitation, tone and being talked over don't survive a transcript. Chat logs work as they are.
What language is the report in?
English, with Spanish quotes translated alongside.
How do you handle our customer data?
We act as your data processor under a written agreement. Only named auditors bound by the same terms hear your calls, and we delete recordings on the schedule you set.
What does it cost?
It depends on your volumes and how many interactions you want audited. We quote after a short discovery call.
Is there a minimum term?
Yes, three months to start. The second and third audits are what show the changes are working.
Often added next
Agent Coaching
When the calls point to one repeatable behavior.
About Agent Coaching