The phone operators at the other end aren't interested in giving concessions unless they believe that they're going to lose the customer if they don't. If your

The phone operators at the other end aren't interested in giving concessions unless they believe that they're going to lose the customer if they don't. If your negotiator is just a script, then that isn't negotiating. The phone company won't be worried about losing the contract. Think about it this way: if it's just a script, then why do you need a negotiator at all?