No contact made; customer unavailable for call

Customer declined troubleshooting and ended call after PC malware advice.

Payment reminder sent

"Router not working" (inbound care) approved — credit applied

Check-in call — customer satisfied with current plan

Retention check-in — usage drop discussed

Collections → retention pivot approved — credit applied

"Router not working" (inbound care) approved — credit applied

"Router not working" (inbound care) timed out — no operator decision

Renewal + cross-sell declined — customer opted out

Churn prevention (proactive) approved — downgrade applied

Churn prevention (proactive) approved — discount applied

Churn prevention (proactive) approved — downgrade applied

Churn prevention (proactive) approved — discount applied

Churn prevention (proactive) approved — discount applied

Collections → retention pivot approved — credit applied

Churn prevention (proactive) timed out — no operator decision