WNW Group · Internal Use Only
Call Retention Onboarding
Amala Health · PrimeCell H2 · Version 1.0 · January 2026
Training objectives
1
Brand image & retention responsibilities
Who Amala Health is, what we stand for, and what a retention agent's role looks like day to day.
2
Behavioral & mindset development
Empathy, composure, confidence, and the retention mindset that determines outcomes more than scripts.
3
Product & subscription education
PrimeCell H2 science, the results timeline, subscription benefits, and what agents must own.
4
Retention with minimal refunds
The offer ladder, objection handling by persona, and how to close every call — save or cancel — with dignity.
5
Tool navigation
JustCall, Shopify, and Checkout Champ — every core flow an agent must own before going live.
Schedule at a glance
Day 1 · AM
Brand, mindset & product knowledge
Brand identity, agent role, PrimeCell H2 science, customer personas, subscription model. Objectives 1–3.
Day 1 · PM
Objection handling & retention framework
Offer ladder, persona-specific scenarios, objection library, call structure, roleplay. Objective 4.
Day 2 · AM
Tool training — hands-on
JustCall, Shopify, and Checkout Champ — live navigation, demo, and agent-driven practice. Objective 5.
Day 2 · PM
Mock calls & readiness review
Full simulated calls with real tool actions. Trainer feedback. Final readiness confirmation.
Day 3
Live calls with side-barge support
Agent takes live inbound calls. Trainer on silent monitor. Debrief after each call.
Objective 1 · Day 1 AM · ~45 min
Brand image & retention responsibilities
Delivery: direct teach. No tools open. Full attention on trainer.
Who is Amala Health?
Amala Health is a premium wellness brand under WNW Group LLC. Our flagship product is PrimeCell H2 — a molecular hydrogen supplement designed for cellular repair and energy restoration.
Our customers are real people dealing with real problems — neuropathy, chronic fatigue, oxidative stress. Many have tried other things before reaching us. As a retention agent, you are often the last human touchpoint before a customer walks away.
What we stand for
1
We believe in the science
You need to speak about this product with confidence — not reading from a sheet. Agents who believe in the product retain more customers.
2
We protect the customer relationship
A bad experience costs far more than a refund. How a customer feels when they hang up matters — even if they cancelled.
3
We retain through value, not pressure
We educate, offer options, and respect the customer's decision. That is what builds long-term trust.
⬜ Share a real customer success story here — a customer who almost cancelled, was retained, and came back with results. Keep it brief: what they called about, what happened, what they said after.
The retention agent role
Core job description
Help customers stay long enough to feel results — and handle every exit with dignity when they can't.
What you are responsible for
- Taking inbound calls from subscribers wanting to cancel, pause, or complain.
- Educating the customer on the product and their stage in the results journey.
- Offering retention options in order — always educate before offering anything.
- Processing refunds or cancellations in Checkout Champ when retention is not possible.
- Logging every call outcome accurately in Commslayer after every call.
- Escalating only when the situation is outside your authority.
What you are not
- Not a hard-sell agent — we never pressure customers.
- Not a billing agent — you don't create charges, only manage cancellations and refunds.
- Not a medical advisor — if a question exceeds the product FAQ, refer them to their doctor.
Brand voice — four non-negotiables
1
Empathetic, not over-apologetic
Acknowledge how the customer feels. But if something is not the company's fault — like a subscription the customer agreed to at checkout — you do not apologize for it. You explain it clearly and move forward.
2
Active listening
Let the customer finish. Do not cut them off. What they say in the first 30 seconds tells you everything you need to know about how to help them.
3
Educating, not defending
When a customer is frustrated, your job is not to defend the company. Your job is to educate them on what is happening and why. That is how frustration becomes understanding.
4
Minimizing refunds through education
A refund is always the last resort. Most customers who want a refund can be retained if you understand their real concern and respond to it correctly.
Tone comparison
Do not model this
"Oh I'm so sorry about that, I completely apologize, I understand you're upset and I'm really sorry this happened…"
Model this
"I completely understand why this feels frustrating — let me walk you through exactly what happened and what we can do from here."
Objective 1 check-in
- What does Amala Health stand for in three points?
- What is your role in one sentence?
- What is the difference between empathetic and over-apologetic?
Objective 2 · Day 1 AM (continued) · ~60 min
Behavioral & mindset development
Delivery: direct teach, then call listening activity. Do not rush this section.
The retention mindset
Establish this first — say it out loud with agents
No refund. No dispute. No cancellation. That is the goal on every call — not because we don't process those things, but because that is what you are working toward before you ever go there.
What this means in practice
- A refund is not an easy solution. It is a last resort reached only after genuinely trying to help.
- A cancellation happens — but only after at least one real retention offer has been made and explained.
- A dispute means something went wrong that could have been prevented. Our goal is to never let it get there.
Behavioral standards — five non-negotiables
1
Never interrupt
Let the customer finish completely before you speak. If you are already forming your response while they're still talking, you are not listening — and they will feel it.
2
Never match their energy
If a customer escalates, your voice slows down — it does not go up. Calm is contagious. So is panic. Choose calm.
3
Never argue or contradict
Redirect, don't debate. "I hear you — here's another way to look at this" is always more effective than "That's not how it works."
4
Never make promises you cannot keep
If you are not sure about something, say "Let me confirm that for you." Never commit to an outcome you cannot guarantee.
5
Silence is a tool
A brief pause after a customer speaks signals you are listening. Do not rush to fill every silence — let it breathe.
The three-part empathy structure
Every retention conversation follows this structure — regardless of what the customer is calling about. In this exact order, every time.
1
Acknowledge
Reflect back what you heard. "So what I'm hearing is you've been taking it for three weeks and haven't noticed a difference yet — is that right?" This tells the customer you actually listened.
2
Normalize
"That's actually completely normal at this stage — and it's the most common point where customers feel this way." This lowers frustration before you offer anything.
3
Redirect with value
Now introduce the timeline, science, or an offer. "Here's what typically happens next for customers at your stage…" Only reach for an offer once they feel heard.
Most common new agent mistake
Jumping to step 3 without steps 1 and 2. A customer who doesn't feel heard will reject every offer — no matter how good it is.
Call listening activity
⬜ Play a sample call recording here — ideally one that demonstrates the three-part empathy structure done well. After listening, ask agents: (1) When did the agent acknowledge? (2) What did they normalize? (3) What offer did they make and why? If no recording is available, trainer demonstrates a full scenario live.
Substitute roleplay
Trainer plays a full customer scenario from opening to offer. Agents observe and take notes. After demo: "What did you notice? What would you have done differently?" Let them speak first before debriefing.
Objective 2 check-in
- Name the three parts of the empathy structure in order.
- What does "no refund, no dispute, no cancellation" mean in practice?
- If a customer starts raising their voice, what does your voice do?
Objective 3 · Day 1 AM/PM · ~75 min
Product & subscription education
Delivery: direct teach. Agents must explain this without notes before Day 2. See Product Reference for full detail.
PrimeCell H2 — the plain-language explanation
Own this — say it naturally, not from memory
PrimeCell H2 is a molecular hydrogen supplement — 12 PPM — in tablet form. You drop it in water, it dissolves, you drink it. The hydrogen works at the cellular level — it's small enough to penetrate mitochondria and nerve cells where other antioxidants can't reach. It targets oxidative stress at the root cause, not just the symptoms.
Key science points — explain simply
- Oxidative stress damages cells — including nerve cells and mitochondria (the energy producers).
- Molecular hydrogen is one of the smallest antioxidants — it passes directly into cells where others cannot reach.
- Results take time because cellular repair is a process, not an event.
Analogy to use
"Think of oxidative stress like rust forming inside your cells. PrimeCell H2 doesn't just stop the rust from spreading — it starts repairing the damage already there." Ask agents to come up with their own analogy.
Results timeline — agents must know this without notes
Weeks 1–2
Protection phase
Customer won't feel this yet. Normal and expected. H2 is working invisibly at the cellular level.
Weeks 3–4 ⚠
Highest churn window
Most customers call to cancel here. Product is working but they can't feel it. This is where your save happens.
Weeks 6–8
Repair phase
Noticeable changes begin. Energy rebounds, nerve symptoms shift. Customers here rarely call to cancel.
Weeks 8–12
Restoration phase
Full results. Consistent daily use is what gets a customer here. The outcome you are helping them reach.
Customer types — identify within 30 seconds
Listen to what the customer says in the first 30 seconds. The words they use to describe their problem tell you which messaging direction to take.
| If they say… |
Customer type |
Messaging direction |
| Tingling, numbness, burning, nerve pain, blood sugar, feet, hands |
Neuropathy |
Nerve damage prevention, cellular protection, critical repair window, Dr. Mitchell reference |
| Exhausted, burned out, no energy, brain fog, stress, can't focus |
Cortisol / Stress |
Mitochondrial recovery, energy restoration, burnout cycle, cortisol damage |
| Anti-aging, longevity, general wellness, prevention, saw it online |
General health |
Cellular optimization, oxidative stress reduction, compound long-term benefits |
Subscription model — what agents must know
Savings — always say this
$27 off
How to explain the subscription
"When your order was placed, the Subscribe & Save 10% option was selected at checkout, which automatically set up a monthly subscription with recurring deliveries. I'm happy to walk you through your options from here."
Flexibility options available in Checkout Champ
Pause: 15 / 30 / 45 / 60 / 90 / 120 / 150 / 180 days
Billing interval: 45 / 60 / 90 days
Quantity: reduce boxes per shipment
Objective 3 check-in
- Explain PrimeCell H2 in your own words — under 60 seconds, no notes.
- A customer says they've been on it for 3.5 weeks and feel nothing. Where are they on the timeline and what do you say?
- A customer says "I'm exhausted and foggy all the time." What messaging direction do you take?
- What are the three subscription flexibility options?
Objective 4 · Day 1 PM · ~90 min
Retention with minimal refunds
Delivery: direct teach, then scenario roleplay by customer type. Agents may personalize language — structure is not optional.
The retention offer ladder
Always move through this in order. Explaining benefits is mandatory on every step — not just naming the option.
1
Educate on timeline — always first
Before any offer. Place the customer on the results timeline. This alone retains a significant portion of callers — especially weeks 3–4.
2
Pause subscription
No charge until they're ready. Lowest friction — use first for cost concerns or overwhelm. Duration is customer's choice: 15 to 180 days.
3
Reduce billing interval
Extend delivery to every 45, 60, or 90 days. Reduces cost burden while keeping subscription active.
4
Change quantity
Reduce boxes per shipment. Good for customers managing cost or who have excess supply.
5
Partial refund — 30% first, 50% only if declined
Most recent order only. Start at 30%. Never go straight to 50%. Process in Checkout Champ.
6
Full refund — unopened product, 90-day window
Available if product is unopened within 90 days. Process in Checkout Champ. Close warmly.
7
Cancellation
After at least one offer made and declined. Process in Checkout Champ. "If you ever want to come back, your loyalty rate is always available."
Scenarios — Neuropathy customer
Scenario 1A — "I didn't know I subscribed"
1
Acknowledge and explain the subscription — no apology
"When your order was placed, the Subscribe & Save 10% option was selected at checkout." Then ask about their nerve symptoms before offering anything.
2
Ask how long they've been using it
This places them on the results timeline before you educate. Their answer tells you everything.
3
Educate on the nerve protection window
Oxidative damage to nerve cells continues 24/7 unless actively protected. The 8–12 week window is critical. Stopping early interrupts the repair cycle.
4
Present options — name benefit and risk of each
(1) Keep subscription — protection + 10% discount. (2) Cancel to one-time — flexibility but full price and risk of interrupted nerve repair. (3) Full refund — unopened product, 90-day guarantee.
Scenario 1B — "It's not working" (under 6 weeks)
1
Four discovery questions first
How long? How consistent? What symptoms were they hoping to improve? Any changes at all — even subtle?
2
Walk through the timeline for their specific week
"You're in the protection phase — this is when most people quit, right before the breakthrough." Nerve damage: week 3-4 is micro-circulation improvement, week 6-8 is receptor repair.
3
Use the emotional anchor if needed
Dr. Mitchell's father lost three toes at 71 from oxidative nerve damage — not from diabetes itself. Use this when the customer is on the fence. Don't overuse it.
4
Present supportive options
(1) Extended guarantee to 120 days. (2) Optimization guide. (3) Full refund on unopened items if no improvement by week 8.
Scenario 1C — Price objection
1
Reframe the cost — $1.16/day
Compare against: Gabapentin $30–50/month + side effects, Metformin $10–50/month, neuropathy treatment $150–400/month, 23% amputation risk in unmanaged cases.
2
Offer flexibility in order
(1) Deliver every 45 days — reduces to ~$23/month. (2) Pause up to 180 days — no charge. (3) Hardship program if genuinely in financial difficulty.
3
Close with a clear question
"Which option works best for you today — adjust delivery, pause, or continue as-is?" Give them control of the close.
Scenario 1D — Already on medication
1
Ask which medication and how well it's addressing the root cause
"How well are those medications addressing the actual nerve damage — or are they mainly managing the pain?" Most will say symptoms only.
2
Differentiate clearly without contradicting their doctor
Medication manages symptoms. PrimeCell H2 targets the root cause at a cellular level. They work differently — they are not in competition.
3
Move to price objection flow if cost remains the concern
Then proceed with the 45-day / pause / hardship options.
Roleplay — neuropathy
Run scenarios 1A and 1C. One agent plays customer, one plays agent. Switch. Focus on: did they educate before offering? Did they name benefit AND risk of each option?
Scenarios — Cortisol / Stress customer
Same offer ladder and structure. Language shifts from nerve damage to mitochondrial recovery and energy restoration. Emotional anchor shifts from amputation risk to ongoing cost of chronic burnout.
Scenario 2A — "I didn't know I subscribed"
After subscription explanation — ask
"Before we make any changes, can I ask — how are the exhaustion, brain fog, or stress symptoms you were dealing with when you ordered?"
Educate on mitochondrial recovery: oxidative stress from chronic cortisol suppresses mitochondrial energy production. Stopping early restarts the clock. Same three options in order.
Scenario 2B — "It's not working" (under 6 weeks)
Same four discovery questions. Then walk through the cortisol-specific timeline:
- Week 1–2: Oxidative stress reduction begins (very subtle)
- Week 3–4: Mitochondrial function improves — most customers start noticing
- Week 6–8: Energy fully restored — the breakthrough phase
- Week 8–12: Sustained energy without crashes
Burnout cost reframe
"Think about the real cost of chronic burnout: missed deadlines, caffeine dependency, poor decisions, medical visits. $1.16 a day to break that cycle is a very different calculation."
Scenario 2C — Price objection
Same structure as 1C. Reframe cost against chronic burnout impact — lost productivity, caffeine dependency, career impact, relationship strain. Then offer 45-day interval / pause / hardship in order.
Roleplay — cortisol
Run scenario 2B. Focus agents on the language shift — mitochondria and energy instead of nerve damage. Structure is identical, vocabulary changes.
Objection quick reference
"I'll just take it when I need it."
Neuropathy: "Nerve damage happens 24/7, not just when you feel symptoms. By the time you feel it, damage is already done." Cortisol: "Mitochondrial repair needs consistency — it reverses when you stop."
"I want to think about it."
Neuropathy: "What specifically do you need to think about? While you think, nerve damage continues." Cortisol: "I understand. But while you think, you're running on empty. What specifically concerns you?"
"My doctor didn't recommend this."
Neuropathy: "Did your doctor offer anything to stop the oxidative damage — or just manage symptoms with Gabapentin?" Cortisol: "What did your doctor recommend for the chronic exhaustion? That's not addressing the mitochondrial failure."
Objective 4 check-in
- What is step 1 of the retention ladder — before any offer is made?
- A customer says they can't afford it. What do you offer first — partial refund or pause?
- A customer is on medication. How do you differentiate without contradicting their doctor?
- When can you offer a full refund?
Objective 5 · Day 2 AM · ~3 hours
Tool navigation
Delivery: live navigation — trainer drives, agents watch, then agents drive. Focus: Checkout Champ, JustCall, Shopify.
⬜ Setup: Confirm both agents have active login credentials for JustCall, Shopify, and Checkout Champ. Have a test customer account ready in both Shopify and Checkout Champ before this session begins.
JustCall — 30 min
1
Set availability before shift
Show where to set status to "Available." Calls will not route to an agent who is not set to Available. This is the first action every day.
2
Receiving an inbound call
Show what the screen looks like when a call comes in. Where to accept. What information displays.
3
Mute and hold
Show both. Hold maximum 60 seconds without checking back in.
4
Disposition tagging after every call
Show where to tag the outcome. Walk through available dispositions. No exceptions — every call is tagged.
5
Outbound calls
Show how to return a missed call. Demonstrate click-to-dial if available.
Agent practice
Each agent calls the test line and answers a call to themselves. Walk them through disposition tagging after. Watch for: correct availability status, call tagged immediately after ending.
Shopify — 30 min
Read-only for agents. Look up. Do not edit.
1
Search by name or email
Show the Customers tab. Demonstrate searching by both name and email. Show how to confirm you have the right account before reading back any information.
2
What to look at
Most recent order date and amount. Number of orders. Subscription status. Any account notes.
3
Use the data naturally on the call
"I can see your last order shipped on [date] — so you're about three weeks in, which makes complete sense with what you're describing."
Agent practice
Give each agent a customer name. They find the account, read back: last order date, number of orders, subscription status. Watch for speed and whether they can translate the data into natural call language.
Checkout Champ — 60 min
Establish this first
Everything financial happens here — and only here. Pauses, cancellations, interval changes, quantity changes, refunds. If you're unsure which system to use, the answer is always Checkout Champ.
1
Customer lookup — confirm before acting
Show how to find a customer. Always confirm the correct account before touching anything. Make this a non-negotiable habit.
2
Pause a subscription
Navigate to active subscription → pause → select duration (15/30/45/60/90/120/150/180 days). Show confirmation screen after pause is applied.
3
Change billing interval
Show where to update frequency. Demonstrate switching to 45, 60, and 90 days. Confirm next billing date updates correctly.
4
Change quantity
Show where to reduce number of boxes. Confirm the change displays correctly before leaving the screen.
5
Process a partial refund
Navigate to most recent order → refund → enter amount. Demo 30% first. Walk through what 50% looks like. Never exceed 50% without escalation approval.
6
Process a cancellation
Navigate to active subscription → cancel → select reason from dropdown. Verify status changes to "Cancelled" before ending the call.
Agent practice — each action independently
Each agent completes: pause (90 days), change interval to 60 days, change quantity, apply 30% refund, cancel. No help unless stuck. Target: each action under 90 seconds. Repeat any action that takes longer.
Objective 5 close — independent verification
No assistance. Agent completes all of the following independently:
- Look up a customer by name in Checkout Champ
- Pause their subscription for 60 days
- Apply a 30% refund to their most recent order
- Cancel the subscription and confirm status change
- Receive a test call in JustCall and disposition tag it after
- Look up a customer in Shopify and read back last order date and subscription status
Day 2 · PM · ~3 hours
Mock calls & readiness review
Delivery: trainer-facilitated. Agent runs the full call from greeting to ACW. Real tool actions required — not verbal descriptions.
Mock call scenarios
A
Retention success
Customer: "I've been on this for 3 weeks and feel nothing — I want to cancel." Goal: educate on timeline, offer pause, retain. Agent completes pause in Checkout Champ, logs ACW in Commslayer.
B
Partial refund
Customer: "I want a refund. I can't afford this anymore." Goal: offer 30% partial refund, keep subscription active. Agent processes refund in Checkout Champ, logs outcome.
C
Clean cancellation
Customer: firm cancel, no retention. Goal: one respectful offer, then process cleanly. Agent cancels in Checkout Champ, closes in Commslayer with correct label.
D
Angry customer
Customer: frustrated, feels misled about billing. Goal: de-escalate first, then handle. No offers until emotional temperature is down. Agent must not match the customer's energy.
Live readiness indicators
- Opens a call with a warm, natural greeting — not scripted-sounding.
- Identifies the customer's concern within 30 seconds of listening.
- Moves through the offer ladder in order without skipping steps.
- Processes pause, refund, or cancellation in Checkout Champ independently.
- Completes ACW note in Commslayer within 3 minutes of call end.
- Trainer has confirmed readiness verbally.
Pre-live briefing
Say this to close Day 2
You know the product. You know the tools. You know the offer ladder. The goal on every call is not to win. It is to leave the customer feeling like someone actually listened to them — whether they stayed or not. Trust your training.
Day 3 · Half day
Live calls with side-barge support
Trainer on silent monitor for all calls. Agent handles each call fully. Debrief after every call in the first session.
Session structure
Start of shift
Pre-call brief — 15 min
Quick offer ladder reminder. Mindset check. Confirm JustCall status is Available. Confirm Shopify and Checkout Champ are open and logged in.
Live calls
Agent takes inbound calls independently
Trainer on silent monitor. Agent handles fully. Trainer side-barges only in genuine escalation — no intervention otherwise.
After each call
30-second debrief
What was the call? What did you offer? What would you do differently? Keep it short — next call may come in quickly.
End of session
Full debrief — 30 min
Review all calls. Patterns, strengths, one focus area to carry into probation. Set expectations for the 30-day check-in.
Escalation protocol on Day 3
Agent places customer on brief hold and notifies trainer immediately if any of the following occur:
- Customer mentions chargeback or dispute
- Customer claims they never authorized the subscription
- Refund request exceeds 50% of the order value
- Customer is verbally abusive and not de-escalating
Agent quick reference
Keep this open during calls
Also see: Product Reference →
Support email
help@getamalahealth.com
Offer ladder — in order, every time
1st
Educate on timeline
Always before any offer.
2nd
Pause subscription
15–180 days, customer chooses.
3rd
Reduce billing interval
45 / 60 / 90 days.
4th
Change quantity
Fewer boxes per shipment.
5th
Partial refund — 30% then 50%
Most recent order only. Process in Checkout Champ.
6th
Full refund — unopened, 90-day window
Process in Checkout Champ.
Last
Cancellation
Process in Checkout Champ. Close warmly.
Call scripts — key lines
Opening
Opening
"Thanks for calling Amala Health, this is [name] — how can I take good care of you today?"
After retention save
Save close
"I've gone ahead and [paused your subscription / applied your refund]. You won't see any charge until [date]. Is there anything else I can help you with today?"
After cancellation
Cancellation close
"I've processed that for you — your subscription is now cancelled and you won't be charged going forward. If you ever decide to come back, your loyalty rate is always available. Take care."
Escalation hold
Placing on hold
"I completely understand — can I ask you to hold for just a moment while I get this sorted for you? I'll be right back."
Escalate immediately if
- Customer mentions chargeback or dispute
- Customer claims they never authorized the subscription
- Refund request exceeds 50%
- Customer is verbally abusive and not calming down
Post-training
30-day probation framework
What is being evaluated
1
Retention rate
What percentage of cancellation-intent calls result in a save? Benchmark set based on current team performance.
2
Refund rate
Are refunds issued appropriately — or too quickly without working through the offer ladder?
3
ACW accuracy and speed
Are Commslayer notes accurate, clear, and completed within 3 minutes of every call?
4
Tool accuracy
Are billing actions in the correct system with correct amounts? Zero errors tolerated on refund amounts.
5
Call behavior
Is the agent following the empathy structure? Letting customers speak? Closing warmly?
Weekly check-in structure
Week 1
Observation focus
Review 3–5 calls. No formal scoring yet. Identify biggest gap and address immediately. 30-min agent meeting.
Week 2
QA scoring begins
Formal QA on 3 calls per week. Agent receives written feedback on each scored call.
Week 3
Performance trend
Are scores improving? Is the offer ladder being used correctly? Any recurring tool errors?
Week 4
30-day formal review
Full review session. Decision: continue, extend with PIP, or exit. Agent receives written summary.
30-day review criteria
- Retention offer ladder followed in correct order on all observed calls
- No unauthorized refunds above 50% without escalation
- ACW completed accurately on all calls with correct labels
- Zero billing errors in Checkout Champ
- Call behavior reflects empathy structure on all scored calls
- Escalation protocol followed correctly in all qualifying situations
⬜ Define retention rate and refund rate benchmarks based on current team performance before the agent's first week ends.