Phone scripts for CD Retention

Voicemail

Hello, this is <CX Team Member> from Quontic. We have received your request and are happy to assist you; please call us at 800-908-6600 – I am also sending an email/OLB message; feel free to respond to that message or return this call, whichever is most convenient for you. Have a great day and thank you for choosing Quontic.

For all outbound calls, CX Team will alert the client that the call will be recorded and monitored for quality and training purposes– UNLESS IT IS AUTOMATICALLY SET UP 9/23 TBD

Show that Quontic cares about retaining the client and the account:

We would love to keep you as a customer, may I ask why you are closing your account?

If a negative response is given by the client:

I apologize for the experience you have had with Quontic. We would like to keep you as a customer, if we resolve your issue will you consider keeping your account with us?

If the client is not in immediate need of the funds:

We would like to keep you as a customer, we increased our rates for your current term to X.XX% APY

If the client is closing the account for a higher rate at a different financial institution, or if CX Team member believes the relationship can be saved:

CX Team has the authority to offer up to .10% over Quontic’s published rates