Your disconnect file is a revenue line. Most providers treat it like a trash can.
Every month, subscribers you spent hundreds acquiring cancel — and at most regional providers, nobody calls them back. We run dedicated win-back desks for ISPs, WISPs, fiber operators, and subscription businesses. Our operations leadership ran retention programs on a national carrier contract; we know what your disconnect file looks like and what a save is worth over a 24-month subscriber life.
What churn actually costs you per year
Set your numbers. Then compare the recovered-revenue figure to what you spend acquiring the same number of new subscribers — installation truck roll included.
Math shown, nothing hidden: subscribers × churn = monthly disconnects; disconnects × ARPU × 12 = annualized recurring revenue walking out. Saves assume calling within 90 days of cancel — the save rate on a two-year-old disconnect file is a fraction of this, which is the argument for starting sooner.
The Win-Back Pilot: four weeks, one number at the end
We built the pilot because 'trust us' is not due diligence. You get a real save rate on your real file — then decide.
- You hand us your last 90 days of disconnects (500+ accounts). We scrub against DNC and your suppression list.
- We write save scripts around your actual retention offers and you approve every word before the first dial.
- Two dedicated agents work the file for four weeks — manually dialed, recorded, dispositioned on every call.
- You get a readout: contact rate, save rate, cost per save, and a 12-month projection you can take to your CFO. Continue into a full program, or walk away with the data.
The exact number comes out of your scoping call — it depends on your file, and we quote it in the first meeting, in writing. Success criteria agreed before we start, and a readout your CFO can act on at the end.
Scope a pilotHow pricing works
Dedicated-seat programs are quoted in your scoping call, because the honest rate depends on your file, your hours, and your offer structure — a one-size number printed on a website would be wrong for most of the people reading it. Here's the structure, so the call holds no surprises.
Per-seat, monthly
You buy dedicated agents, not a shared pool — trained on your offers, working your file, reported on individually.
Volume tiers
The per-seat rate steps down as the desk grows. You'll see every tier in the written quote.
Performance-aligned option
Once we've assessed your file, we'll offer a lower base rate plus a per-save component — we put fees at risk when we know the list is workable.
One-time program setup
Scripts, agent training, QA design, reporting, and list scrub. Quoted up front, paid once.
You'll have our exact rates and terms in writing after one call — scoped to your program, on industry-standard paper your procurement team will recognize. Inbound overflow and welcome-call programs are quoted the same way.
Start with win-back. Keep what earns its keep.
Most clients hire us for the disconnect file first, because it's measurable and nobody else is touching it. The desk usually grows from there.
Subscriber win-back
Recent cancels called within the 90-day window, save offers presented by agents who can actually negotiate.
Save desk / inbound retention
Cancellation calls routed to agents whose only job is keeping the subscriber — not agents juggling billing questions.
Welcome & onboarding calls
First-30-day check-ins that catch installation issues before they become cancellations. Churn prevention beats churn recovery.
Overflow inbound
Your queue spills to us at peak instead of to voicemail. 32% of unanswered calls never call back.
What your ops team will ask us
We're evaluating AI voice agents for this. Why humans?
Because a save is a negotiation, not a survey. A subscriber who cancelled over price or a service issue needs someone who can listen, acknowledge, and offer the right retention path — judgment calls a script tree fumbles. We do use automation where it doesn't touch the customer: list prep, scrubbing, and disposition analytics. The voice on the phone is a person.
How do you handle TCPA and do-not-call compliance?
Every file is scrubbed against the national DNC registry and your internal suppression list before an agent sees it, we work within established-business-relationship windows, and calls are manually dialed and recorded. Compliance posture in writing during onboarding — ask us anything your legal team wants answered.
Are you big enough for our volume?
Our delivery network has worked carrier retention programs, and we scale seats in weeks, not quarters. But here's the honest answer: the pilot exists so you never have to take our word for it. Four weeks, two seats, agreed success criteria — if we can't work your file, you find out in four weeks, with data — before committing to a full program.
Who writes the scripts and owns QA?
We do, and you approve everything before the first dial. Scripts come from people who have run carrier save-desks, not a generic outbound template. You get call recordings, disposition data on every dial, and save-rate reporting weekly.
How are programs structured?
On industry-standard terms, scoped to your program: dedicated seats, a defined service scope, agreed reporting and QA standards, and a written quote before anything starts. The specifics — term, seats, SLAs — come out of your scoping call, because they depend on your file and your goals.
Run the pilot. Take the data either way.
Twenty minutes to scope it: your subscriber count, your churn, your retention offers. We'll tell you honestly if your file isn't worth working — a bad pilot costs us more than it costs you.
Running a practice or local business instead? That's our pay-per-transfer reactivation division— pay per result, no seats to buy.