Why do mobile customer service always call and ask customers to upgrade their plans?

Mobile phones are an indispensable communication tool in people’s lives. Whether you are using a smart phone or an elderly phone, as long as a communication phone card is installed, there will be corresponding customer service personnel to conduct a series of checks on the card holder. services.

Users of mobile phones usually receive sales calls from customer service. The customer service lady’s gentle voice will inform you of the latest package status, and at the same time, she will seize the opportunity to introduce you to more information. A suitable and affordable information package, and the changes will also provide large traffic and video website membership. Under such a series of discounts, many people are grateful and can’t help but agree to the customer service lady’s kindness and allow them to Change your own package, and some customers who are more stubborn and refuse to change will be called by mobile customer service in the days to come, introducing you to the changed package in the same tone, and using their time to play tug of war with the other party. , until the customer compromises.

I once saw a colleague who collapsed. After receiving "package promotion services" from mobile customer service every day, he begged them to stop harassing him so regularly.

Compared with the other two companies, China Unicom and China Telecom’s customer service is not as frequent as China Mobile’s customer service. So why does China Mobile’s customer service often call and ask customers to change their package services?

Take me as an example. I am still being harassed by mobile customer service. I have not compromised until now. The thing is like this. My package has unlimited data. After reaching the 10GB limit, it will be reduced to 3G. However, even with 3G network speed, I can still satisfy my needs for watching videos and the like. Therefore, except for the basic package, I rarely have any other consumption. This is very disadvantageous for telecommunications companies.

One year after the launch of this package, the telecommunications company reacted. Therefore, in the future, the rules for unlimited traffic packages are that after reaching the traffic limit, in order to prevent the service from slowing down, users can spend money to buy it instead of Without spending money to slow down, this is equivalent to increasing charges in disguise.

So what should we do with those previous users? Start using small favors to induce old users to change their packages, because once they change, it will be impossible to go back. The telecommunications company will tell you that that package is no longer available, so it is no longer possible to enjoy free data.

Of course, not all mobile customer service calls are to make you give up your existing rights. Some packages are also to retain old users, because competition in the telecommunications field is fierce now, with China Mobile, China Unicom, and China Telecom competing against each other. Nowadays, the services are almost the same, unlike in the past when China Unicom couldn't connect and Telecom didn't look north. Under the pressure of business competition, some good packages have become a means for telecom companies to retain customers.

Especially after the country launched the policy of number portability, many old users who had complained about China Mobile wanted to switch from China Mobile to the network of other telecommunications companies.

Customers are the foundation of a telecommunications company. If a large number of customers are lost, the company's future revenue will be significantly reduced. In order to retain these potential lost customers, mobile customer service will recommend some highly cost-effective telecommunications packages to them. , and old users may choose to stay after seeing such a suitable package. The same upgraded packages are generally time-binding. Number portability is not allowed within the specified time. Through this method , mobile companies can indirectly retain some old users.

In any case, when the customer service calls you, you must calmly compare and choose the package that is most suitable and beneficial to you, and you cannot be partial to the previous package. (The cheap kind) will be hard to come back.