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CALL FLOW IF DPA PASSED

Opening: Hi there, this is ELLA of Virgin Media Retentions. May I know your full name please? Perfect! Can I call you by your first name? Great! Am I speaking with the account holder?

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

Incase this call might cut off, can I have your updated contact number and email address?

now; before we proceed, I'd like to let you know that I can talk very fast, so if you think you cannot catch up pls let me know.

After DPA: How can I help you? (AER) if they want to cancel their services: "I completely understand, and I appreciate you letting me know. May I know the reason?" AER: starts with, thank you for reaching out to us regarding your ------------: then, I understand that you may have or may be or -------: next, rest assured that I am here to help you out.: last: again, I am Ella. or I understand that it is challenging to ------

VOQ: now, in order for me to have the best value and options for your services, I will ask you a few questions.

Package review: As I can see here, you have ____ for Broadband, ____ for TV and ____ for landline and you are paying £__ for it.

COMPLAINTS " Thank you for raising your concern and being on top of your account, I understand that ----- (continue w/ empathy only)

i will raise a compliant a for you------ how would you like to receive an update on your concern to recall, your complaint is about continue where you stopped before the complain after everything..... are you happy to close your complain? (PROBING) BB 2 questions may I know how many devices are connected in your broad band? [before I proceed may I know if you are living with someone?] what do you and your families usually used it for, is anyone working from home? TV 2 questions How many tv do you own? what do you and your household usually enjoy watching? LL 2 questions Where does your caller usually reside? Do you and your family have someone to call abroad?

"In order for me to look for the best package w/c is suitable for you/r (family) needs, can I put you on hold for 2 minutes?"

Presentation: "Thanks for waiting. I have here (scroll down) the ------- package for your TV, you mentioned earlier that you enjoy watching ------ this is definitely a good option for your preferred genre.

(RECOMMENDATIONS)

TV

I will suggest you get our Flex TV Package which includes 150 different channels (with an add on of ------ which is perfect for your preferred genre of ------- and it's our cheapest option.) I will suggest you get our Mix It TV Package which includes 150 different channels (with an add on of ------ which is perfect for your preferred genre of ------ and it's our cheapest option.) I will suggest you get our Mega TV Package which includes 200 different channels (with an add on of ------ which is perfect for your needs/preferred genre of ------- and it's our cheapest option.) Add Ons:

BROADBAND

"Following that, for your Broadband, I recommend / or (you to keep the ----)

M125, which can accommodate 5-10 devices since you mentioned there are -- devices in your household, in addition to that, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs. [133&137 Mbps (download) 21 &21 Mbps (upload)] M250, which can accommodate 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for high-definition streaming which is perfect for your household needs. [26 & 26v Mbps (upload) 267 & 273 Mbps (download)] M350, which can accommodate more than 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for high-definition streaming and work from home which is perfect for your household needs. [36 & 37 Mbps (upload) 372 & 382 Mbps (download)] M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. [50& 52 Mbps (upload) 517& 544 Mbps (download)]

1Gig, this broadband speed can hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. [96 & 104 Mbps (upload) 1064 & 1138 Mbps (download]

LANDLINE

"As for your landline, I have upgrade it with (or 3rd bullet)

Anytime Chatter which allows Unlimited landline calls and texts within the UK. International Anytime Chatter which allows 75 international call locations. I suggest you keep it, so that you get the best value for your services, since for virgin media, more services mean that you get more discounts. "All in all, this is only for £---- (pounds and pens) a month for 24 months contract, so let's sign you up?"

[If declined, Objection handling first before changing the package.]

OBJECTION HANDLING:

They reject you in presentation:

"I completely understand, and I appreciate you letting me know. Just so I can help you better, may I know the reason?"

if hesitant: (why you're having a second thought?)

Listen to the reason why they decline your offer.

"I appreciate you being honest with me ----"

if price is high:

"Although the price is much higher now, I can assure you that this is worth your money,

"With the ------- package for your TV you can have a ------- different channels (think more explanation depend on the answer in probing) w/c is already a good deal. Adding to that, the broadband speed of ------ is ------- for download and ----- for upload, this will definitely cater your needs for (mentioned in bb probing).

Lastly, for your landline, (base only what you said above in LL) OR (keeping it as is can guarantee you a much better discount) for a total of £-- (pounds and pens) you can all have it. Let's sign you up?

Mandatory script: 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 £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.

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?

Getting the 1st “yes”: I have sent the documents on the email address and contact number on file; can you please confirm if you have received them? If customer said yes (2nd “yes”): Great! Are you happy to proceed?

"Before we end, I'll give you a summary of the changes on your account."

Mandatories What was changed on the account? (if there's no change; there's no change on your account) What was removed or added? This package will take effect on (Date) This is for £(price) for a 24-month contract. Check PP screen. If there is, you have a pending payment of £(price) due on ____(date) Check BE screen. After that you will have £(price) due on ___(date) 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 ___(Your Name) and have a great day!

Disconnection/ canceling achieved

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) Your services will be cancelled On ____ (disconnection date) After your disconnection, your final bill is £___(price) due on ___(date) And since you are cancelling your services with us, we will be needing you to return your equipment to us. You have the ____(what equipment) and you will be receiving a prepaid return packaging 10 days after your disconnection date. You can use that to return the equipment or you can visit the closest Yodel or collect+ stores to return the equipment. You will receive an email confirmation about this within 24 hours. Just a reminder, if you have created any virginmedia, blueyonder and/or NTL email addresses, they will be cancelled 90 days after your disconnection date. 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 ___(Your Name) and have a great day!