CONVERGED NOTES · Offline Notepad

Just checking in to see if we are still connected?

SWC

Just checking in to see if we are still connected, xxx?

Just checking in, how things are going on your end, xxx?

We haven't heard from you in a while. Is everything okay?

I’ve not heard from you in a while. I will now process your request on your account.

SWC

I’ve not heard from you in a while, are we still connected?

SWC

Due to business needs, please be advised that I will now close the conversation. If you still need further assistance, feel free to message us back between 8AM to 10PM and we’ll be glad to assist you. Take care, XXXXX. 👋

Mid chat - enquiry

It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help. I will now end this chat session. Have a great day 👋

after extended help

NO INTERACTION

Hi XXXX. It appears that you've left the session before we're able to discuss your query/request. Please be advised that I will now close the conversation. If you still need further assistance, feel free to message us back between 8AM to 10PM and we’ll be glad to assist you. Take care, XXXX 👋

EXTENDED HELP

Great. Whilst we're still connected, is there anything else I can help you with?

In the mean time, would there be anything else I can help you with?

Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with?

WITH CJM

Much appreciated and thank you very much for your time today. On behalf of Virgin Media, we apologize for the inconvenience of the time you spent having your issue resolved. Nonetheless, I appreciate your time working with me today. 🙂 Rest assured that continuous improvement will be implemented to provide better customer experience in the future.

We value your feedback, again my name is Ma. Imelda, please take a moment to complete our survey based on how I assisted you today. Take care Jordan and stay safe always!

DISCONNECTION / QUERY

Much appreciated. Thank you for your time today. We value your feedback, again my name is Ma. Imelda, please take a moment to complete our survey based on how I assisted you today. Take care, Jen. 👋

RECONTRACT

Much appreciated. Thank you so much for your time today. You've been great. We value your feedback, again my name is Ma. Imelda, please take a moment to complete our survey based on how I assisted you today. Take care, John. 👋

SWC NONSALE

Much appreciated, XXX. Thank you for your time today. Take care and bye for now! 👋

NFAT / LEAVE ACCOUNT AS IS

Got it. I'll leave the account as is for now. In the meantime, would there be anything else I can help you with?

Thank you for waiting. To protect your personal information and ensure we’re speaking with the rightful account holder, we follow a strict verification process in line with the UK Data Protection Act 2018 and UK GDPR. This means we need to confirm certain details before we can access or discuss your account.

Before we proceed, may I know your full name and just to confirm, am I speaking to the account holder?

Thanks for confirming, XXXX.

UPDATING DETAILS

Whilst I'm checking your account, could you please provide your best mobile number and email address so we can update our system or shall I use the details you've provided in the bot?

Whilst I'm checking your account, could you please provide your best mobile number and email address so we can update our system?

Thanks for providing the information and thank you for waiting.

Apologies for the delay. Typically it only takes a couple of minutes but currently we are having some technical issues. Please bear with me as the system is running slow today. Thank you for your understanding.

Does not want to look at deals / Shotgun offer

I understand and we'd love to keep you as a customer and our packages changes from time to time. Just one look and then if you're still not interested, not to worry we'll sort out the cancellation quickly.

NETFLIX STANDARD

Thank you for that. Just a heads up, we have made a changes on the deals we can offer. Your current package includes Netflix Standard but with new deal it will cost extra £7.00 per month. On the other hand, we can downgrade it to Netflix with Ads at no extra cost.

Would you like to keep your Netflix Standard subscription?

NETFLIX PREMIUM

Thank you for that. Just a heads up, we have made a changes on the deals we can offer. Your current package includes Netflix Premium but with new deal it will cost extra £13.00 per month. On the other hand, we can downgrade it to Netflix Standard for only £7 extra or Netflix standard with Ads at no extra cost.

Would you like to keep your Netflix Premium subscription?

I understand. Upon checking your account, it appears your discounts are expiring hence the increase in your monthly and we'd love to keep you as a customer, so I'd be happy to check similar deals to make sure you're getting the best value for your money. One moment please.

I appreciate you letting me know. We'd love to keep you as a customer, so I'd be happy to check similar deals to make sure you're getting the most value for your money. One moment please.

O2 PROBE / UPSELL

By the way, as part of our joint venture with O2, we also have exclusive deals for new and existing O2 customers. So may I know if you or anyone in the household has active sim card with O2?

I understand. We're simply asking if you have an O2 sim because there is an updated discount associated with the O2 Volt Bundle for our customers to take advantage with the benefits and discounts. 😊

We'll add a new sim to take advantage of the discounts that are available for customers availing a new O2 sim.

SETTING NEW CONTRACT DATE

Great. We can set this new contract as early as tomorrow. Do you have a specific date you would like this new contract to start or shall we book this for tomorrow?

Great! We can set this new contract as early as tomorrow to any date before the contract ends on the XXXXX. Not to worry, you will not incur any early disconnection fees for changing the contract early and we can also take advantage of the pro-rated charges and take advantage of the discounts for longer! Do you have a specific date you would like this new contract to start, or shall we book this for tomorrow?

IF OFFER ACCEPTED / AFTER CHOOSING 30 DAYS

Just a quick heads-up before we proceed, please be reminded that the disconnection work order I attempted to place on your account will be cancelled. If you receive an email confirmation about this, please disregard the email as I will now process the new contract on the account.

IF OFFER ACCEPTED / WITH DISCONNECTION WORK ORDER

Just a quick heads-up before we proceed, please be reminded that the disconnection work order on your account will be cancelled.

IF OFFER ACCEPTED / WITH DISCONNECTION WORK ORDER TRIPLES/DUALS

Just a quick heads-up before we proceed, please be reminded that the disconnection work order on your account will be cancelled.

And if you currently have TV and landline services, these will be removed as part of the change. A 30-day notice period will apply, and the disconnection will take effect on xxxx. Happy to carry on?

MYVM RENEW NOW OFFERS

Thanks for letting me know. You can sign up with the deal that you're seeing online in your MyVM account, just simply click on the "renew now." Just a heads up, that can take up to 15 days to reflect in your account. In comparison to what I am offering now, we can set it for as early as tomorrow and if you have any questions or would like to clarify things we can sort it out quickly and this can be a much more seamless transition. What do you think?

PRESENTATION

By the way, I was able to check your account, and you currently have XTV, X broadband, X chatter services for £XXXX.

Option 1: For just a total of £xxx per month** for the first three months then £XX for the remaining months (£XXXX for your media and £XXX for the O2 SIM) on a new 24-month contract, you’ll enjoy XXXX Mbps, which is great for your usage, along with XXXX TV channels and XXX landline services. Additionally, this package includes an XXXGB O2 SIM, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies.

Along with this, you can get up to 3 Wifi booster pods at no extra cost to eliminate the blackspots in your home. As well as: • WIFI Guarantee at no extra cost for at least 30Mbps in every room, or £100 back. • Access to Disney+, Amazon Prime Video and many more extra's to choose from. 🖥️ • Get to choose from additional extras, which include Audible, Amazon Music Unlimited, Cafeyn, O2 International calling, etc. 📲 • Free for the first three months** There's also O2 Priority packed with goodies too.

Let me know what you think.

CID: Account Number: Account holder: Identity of the chatter: AH/3rdParty DPA STATUS: PASSED / FAILED Contact number: Verified Updated Email address: Verified Updated CJM: WO: OTS LP Log: QUERY: RESOLUTION: BE:

UNRESPONSIVE ******* CUSTOMER RELATIONS MESSAGING ******* CONTACT ID #: CUSTOMER NAME (AH/3P): ACCOUNT HOLDER: ACCOUNT NUMBER: DPA STATUS: PASSED/FAILED CX is unresponsive for 5-5-3-2 minutes / no interaction // NFAT

===========================

CONVERGED RETAIN SALES EXISTING EBB [RENEWAL/SWITCH TO EBB] Customer Name: CID: Account Number: DPA Status: PASSED/FAILED - TIMESTAMP Address: Query: Bundle: ebb / ebb+ / ebb+flex ARPU: £12.50 / £20 Work Order Number: WO

=========================== New Acquisition CONVERGED RETAIN SALES

CID: Customer Name: Query: Resolution: Address: Service: SOR Number: Order Reference ID: O2 Order Reference ID: DD Activated: Yes Upfront Payment Taken: £XX - Partial/Full Payment

40559

1346

I can see you’ve already completed security checks with the previous agent you were talking to, and I noticed that you still need assistance from your previous conversation with us. Let me check the details and I'll get back to you shortly. One moment.

I understand you do not want the offer. No worries and I have finished documenting the request on your account.

No worries. Nothing will be shared without your consent.

Thanks for waiting and for clearing the security checks!

Thanks for confirming and for clearing the security checks, XXXX!

++++++++++++++++++++++++ Hi XXXX, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP. 😊

Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍

Fab! Let's now process the O2 SIM to complete your eligibility with the Volt bundle/benefits.

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