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Call Flow

Opening: Hi there, this is _____ of Virgin Media Retentions. May I know your full name please? Perfect! Can I call you by your first name? how would you like me to address you?

If for some reason this call got disconnected, what can i use to contact you? Great! Am I speaking with the account holder?

DPA DPA if already passed: Understood! Thank you for going through our automated system as I can see that you have passed our security questions.

Can I have your updated contact number and email address

, how are you today and how may i help you?

AER A thank you for reaching out to us about your concern regarding thank you for letting us know that - sky tv is giving you a better price option - you plan on cancelling your services, but may i ask WHY WOULD YOU WANT TO CANCEL YOUR SERVICE?

Complaint

Ella COMPLAINTS "Thank you for sharing your feedback and being on top of your account, I will now raise a complaint for you." "How would you like to receive an update on your concern?" (State what's in the option) "Again, May I have your updated contact number/email address? " (Depends on what they choose above)

: If they ask why, " this is part of our standard security procedure "

" Your complaint is about ----- (repeat her concern)"

: continue where you stopped before the complaint

" Going back to where we left off, ----" (just continue on your probing if that's where you left)

continue the conversation after you raise and talked about the complaint

When Discount is expired.

E

before cancelling my services when upgrading or keeping my contract so that ill know whats in store for me R

and let me assure you that you called the right person i am Rio and will be delighted help you

so let me review your account real quick

PRobing

Package Review - As i can see here you currently have --- for your landline, ---- for your tv package and ---- for your Broadband and you're paying it for 34 pounds and 40 pence.

cancel

Probing so i will be asking you some questions for us to have the best value ( and an even better option than what ----- has offered you ) and options for your services.

TV

Broadband

Landline

I will put you on hold for a minute or 2 would that be ok with you? THANK YOU --- I will be using that time to build the most suitable packages for you

Thank you for waiting. are you still in the line? I have here the package/bundles which I think will best suit your needs

Recommendations

TV

Television Packages:

Entertainment like drama, comedy Add on: sky cinema - movies, sky sports - sports,

BB Following that for the Broadband Packages i recommend you to upgrade to our -M125, which can accommodate 10 devices since you mentioned there are -- devices in your household, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs

Landline as for landline i suggest you get ----------- since for virgin media more services mean that you get more discounts

all in all, this is only for ---- a month for a 24-month contract,

its great to hear that you liked the offer, but if you dont take the offer now we might not have the same offer for you since the offers and discounts change with time, what i was able to offer you right now might not be available when you call back

Well then let me give you some more information regarding your package so that it will be easier for you to decide

Well then let me give you some more information regarding your package so that it will be easier for you to talk with your wife about it

that vm is one of if not the best service provider in uk which is why we have Our broadband honesty statement which covers our minimum speed of 30mbs guarantee and expectations, which states that if the bb speed went below the minimum, we would compensate you if you gave us a valid proof, so it would be a waste to not keep it.

Objection Handling

  1. x
  2. Objection Handling Listen

acknowledge

TV

bb following that keeping your bb of / Upgrading your m---- to

Landline for the Landline upgrading your weekend chatter for

makes your telephone bill cheaper with a better service that allows you to call anytime

and let me assure that this deal makes the best value for your money and considering that vm is one of if not the best service provider in uk we are confident with its services, which is why we have Our broadband honesty statement, which states that if the bb speed went below the minimum of 30 mbs, we would compensate you if you gave us a valid proof. You can get this only for ---- a month with a 24-month contract, it would a waste to not take this deal so lets sign you up

  1. x
  2. rebundle

since i was able to offer you a better deal

ARE YOU HAPPY TO CLOSE THE COMPLAINT?

let me read this to you: The price of Virgin media’s main services may change when any offer expires. In addition to this, the price will increase each April from 1st April 2027. The amount will be:

£4 from April’s bill 2027 and

£4 from April’s bill 2028

All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the details before you accept that you are happy to proceed.

This does not apply to any add-ons you may have selected or admin charges that may be applicable.

Price of add-ons may vary at any time. Add-ons can be removed at any time with 30 days’ notice.

Mandatory script:

You will shortly receive information via email regarding the package that we have discussed today.

It will cover specifics around the contract you will be entering but we would like you to pay special attention to:

•Our broadband honesty statement which covers our minimum speed guarantee and expectations.

•The specifics on what your talk plan includes as standard.

•The contract details, cooling off period and any early disconnection fee details if applicable.

Would you like me to read any or all of them out now, or would you prefer to read them within the documentation you receive?

I have sent the documents on the email address and contact number on ACCOUNT, can you please confirm if you have received them?

If customer said yes(2nd “yes”): Great! Are you happy to proceed?

Mandatories so to summarize the changes and updates

M------ for your Broadband which replaced your m-------. This contract will take effect on the 21ST of august 2026 which would be tomorrow which would be -----pounds and ---- pence a month for a 24 month contract

  1. Check PP screen. If there is, You have a pending payment of £___(price) due on ____(date)
  1. Check BE screen. After that you will have £__(price) due on ___(date)<
  1. RAF: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with one or more Virgin Media services. It’s really simple, and you can recommend as many people as you’d like to get a great new offer with us. Is it ok if I share your email address with our partner Aklamio who can send you the link for our RAF programme?

SSO: Just before you go, if you want to review your package and services in the future, I’d recommend registering or signing in to your MY Virgin Media account atvirginmedia.com/myvirginmedia and clicking on “Myupgrade & offers.” You can even download our My VirginMedia app onto any compatible IOS or android device. I’ll send you some emails with more information.​

Further help: Is there anything else I can help with?

Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is Rio and have a great day!

Disconnection

Customer declined the offer after the objection handling: As you’re considering disconnecting your Virgin Media services, I need to let you know there are 2 options available to you. If you are considering moving to a new provider, we recommend you use the One Touch Switch process where your new provider will tell us when to disconnect your services. Alternatively, if you'd prefer to give us 30-days notice to disconnect your service, I can arrange that for you today. Which do you prefer?

Customer Selected 30 days notice: (Check CT screen for contract)

DPA DPA if not yet passed:

yes = Perfect From your memorable word, can I have the 1st character please? Thanks. How about the 2nd character? Noted on that and the 3rd character please?

If incorrect: It seems like some characters are not matching with what we have, would you like to try again? From your memorable word, can I have the 1st character again please? Thanks. How about the 2nd character? Noted on that and the 3rd character please?

If answers are correct: Perfect! We now have access on your account. before we proceed Can I have your updated contact number and email address? its security mandatory

-------------ACCOUNT HOLDER---------------- no = thats alright, im going to ask you some security questions lets start off with failed memo word = some characters are still incorrect ----- so im going to ask you some security questions lets start off with

General Questions - 1 = reply with noted, thanks

Financial Questions 2 - secondary dpa = reply with noted, thanks

If answers are correct: Perfect! We now have access on your account, for easier access next time. Would you like me to update your memorable word on the account? no Thanks. Can I have your updated contact number and email address?

dpa failed if 2 incorrect 50% pass rate failed = thank you for that but It seems like some information are not matching with what we have, you can update your memorable word in our app then you can call us again after 24hrs

let me review your account real quick Package Review - As i can see here you currently have WEEKEND CHATTER for your landline, Mix it TV for your tv package and M125 for your Broadband and you're paying it for 37 pounds and 40 pence.

Probing - Costumer wants and needs

I will be asking you some questions for us to have the best value and options for your services.

TV

Broadband

Landline

I will put you on hold for a minute or 2 would that be ok with you? THANK YOU --- I will be using that time to build the most suitable packages for you

Thank you for waiting. are you still in the line? I have here the bundles which I think will best suit your needs

Recommendations

TV

BB Following that for the Broadband Packages i recommend we keep

-M125, which can accommodate 10 devices since you mentioned there are 6 devices in your household, this is best for casual browsing ( like online shopping), reading and sending email which is perfect for your household needs

Landline