Engagement
Exit conversation design
We write the questions, the pauses, and the closing line for calls with people who already left, then sit in on the first round.
Operators often ask leavers “why did you cancel?” in the last thirty seconds of a tense call. The answers come out as price, even when the person had already stopped opening the app after a missed class or a vanished tutor. This engagement is the slow writing of a better conversation.
You receive a short script in English (and Malay if you ask), a consent line that can be read without embarrassment, and a list of what not to bargain for on the call. We rehearse with your desk, then sit in on the first four to six live calls — silent, taking notes, not rescuing the operator unless they ask.
We do not run a call centre. We do not promise that leavers will return. The work ends when the desk can run the next ten calls without us and still bring back usable notes for churn analytics.