Why You Can't Cancel Your Account, An Insider's Perspective

Why You Can't Cancel Your Account, An Insider's Perspective

It’s easy to forget that despite infuriating scripts and adherence to dogmatic corporate policies, CSRs are real people. A former call center worker wrote in to describe the extraordinary pressure CSRs feel from management to keep customers from canceling their accounts.

You’d think it was so easy: call to cancel service, and it’s cancelled. And yet, it never is. Here’s why.