Yesterday, I called a major mobile phone company to cancel my subscription and have the phone returned. They have a 28 day ‘no-quibble’ guarantee which I used. The agent who took my call was pleasant and when I said I want to return my phone, she replied “That’s OK, I’ll send you a jiffy bag to return it”. There were no questions why I wanted to return it and no attempt to keep me as a customer – I bet they lost money in this deal!. If this happens in your contact center, build a retention team to try and keep customers rather than just letting them walk out the door!