Dr. Lakshmi Mohan
How It Works – An Example
When a customer calls, system channels to a voice-response unit and even allows them to close their accounts…
Others are routed to a service rep along with information about the card holder and the .
If customer wants to close the account, the system will display three interest rate counter-offers.
Service rep has the freedom to negotiate, and gets a bonus if customer is persuaded to stay on at the highest of the new rates