Republic Services · retention call

transcript

Thank you for calling Republic Services.

For services at your home, press 1. At your business, press 2. To report a missed pickup or container issue, press 1. To order a temporary dumpster or schedule a pickup of an existing dumpster, press 2. To make a payment, or ask a billing question, press 3. To schedule a large or bulk item pickup, press 4. To order new services or to change your existing services, press 5. For all other questions, press 6. To use our new and improved pay by phone service, press 1. For all other billing questions, press 2. Please stay on the line after you speak with the next available customer service representative. To complete a short 4 question survey. This call may be monitored or recorded for quality assurance.

dial + IVR menu

Hi. Thanks for calling Republic Services. This is Ivy. How may I help you today?

Hey, Ivy. Hi. This is Dip. AI assistant. Calling on behalf of [name redacted]. With their authorization. This call may be recorded and transcribed for account documentation and quality. Do I have your consent, uh, to, uh, continue on a recorded line?

Oh, yeah. Shoot. And for that, sir, can I have first the account number, please?

Yeah. Absolutely. The account number is [redacted].

Okay. Thank you so much for that. Let me just pull up that to you in our system.

And may I know how may I help you today?

Yeah. [name redacted] has authorized Dip to look at their Republic account. And see if there's any pricing flexibility. Their bill's been a bit higher than they'd like, and we're hoping someone can take a look at what's available. Are you the right person for that?

For that, I'll be transferring you to our sales department. Because they're the one who will be on the line for you.

Thanks. Quick question. Will you stay with me until they pick up? Or am I going back into a hold queue?

Oh, after that, that would be on the line. So I'll be transferring you to them. Okay?

Got it. Thanks. Do you happen to have a direct extension? Or a number I should ask for if we get disconnected?

Yeah. Actually, for that, you should call us again using this number that you called on. Because we will be the one to transfer you to our sales department.

Okay. Thanks. I appreciate it. Please go ahead.

transfer · reception → sales

Good morning. Thank you for calling Republic Services. This is Nicole. May I have your complete address, please?

Hi, Nicole. This is Dip. An AI assistant calling on behalf of [name redacted]. With their authorization. This call may be recorded and transcribed for account documentation and quality. Do I have your consent to continue on a recorded line?

Yeah. Sure. Go ahead.

Yeah. The complete service address is [redacted] Foxbrook Drive, Landenburg, Pennsylvania, [redacted].

Thank you so much. So do you already have an account with Republic Services?

Yeah. They do. It's for an existing Republic account, uh, under [name redacted].

Okay. Give me one second, and let me just take a look on this further on my resources. And, also, could you confirm to me the name on the account?

Yeah. The account's under [name redacted]. I'm Billy with Dip, calling on their behalf.

Okay. Give me just one second. Let me take a look on this on my resources. Alright. So how can I assist [name redacted] today?

Sure. [name redacted]'s bill has been a bit higher than they'd like. And I'm hoping we can take a look at whether there's any pricing flexibility on the account.

Oh, yeah. Sure. Definitely. I will be more than happy to look for options right here. So that we could help [name redacted] lower the bill. Give me just one second.

Thanks. I appreciate it.

Alright. So I can check this right here — that your bill for this current quarter is actually 227 dollars and 91 cents. So there's an increase right here for your service that takes effect on July first to September 30. So your new price rate would be 141 dollars and 70 cents. The reason for this increase is track cost and maintenance, safety features and regulation, the landfill cost, employee cost. We understand that price increases are never easy, and this adjustment reflects the rising cost required to maintain reliable service in your area. But if you'd like me to look for options to lower your bill, give me just one second.

Yeah, please. I'd appreciate that. The bill's been creeping up over the last few cycles. So if there's any way to bring it back to something more reasonable, that'd be really helpful.

Oh, yeah. Sure. Alright. Give me just one second. Let me look for options right here to lower that down.

hold · pricing options · ~1m45s

Alright. So thank you so much for patiently waiting on the line, sir. I'm still in the process here checking for options to help you lower your bill. I'm just asking for your patience, so please bear with me. I'll make this quick.

Of course. No problem. Thanks for checking.

Alright. So I'm so sorry to keep you waiting. I've already looked for options to help you lower your bill, and this is what I did here to help you lower it. Your estimated invoice total will be 104 dollars and 16 cents. This will be your quarterly charge moving forward. Okay?

Of course. Could you hold about a minute? Let me just confirm this with the account holder and I'll be right back.

Yeah. Sure. Definitely.

Hello? Are you still there?

I wasn't able to confirm on my end just yet, and I don't wanna hold you up. Could I grab a reference or confirmation number for this quote? That way I can call back and pick up right where we left off, once it's confirmed. Thanks so much.

Oh, yeah. Sure. Definitely. I'll save this quote right here so that whenever the customer responds back, you can always call back so that we could proceed to have this change in price. So the code right here will be [redacted].

Perfect. Thanks, Nicole. I appreciate it. Got the quote code, [redacted]. That's super helpful. Have a great day.

Yes. Also, before I let you go, thank you so much for being a valued customer with Republic. Will there be anything else that I could assist you with?

No. That's everything. Thanks again.

Alright. So thank you so much for calling Republic. You have a great day ahead, and stay safe.