Ace Flow

Intro

Hi XXX! I hope you're having a great day. Please stay connected while I review the details you’ve provided, I’ll be right with you.

Confirmation

Thank you for waiting. Could you please provide your preferred mobile number and email address so we can update our systems and have the most up-to-date contact details for you?😊

Thank you for waiting. I can see that you shared your email address and mobile number with the BOT earlier. Can I just confirm if these are still your updated details?😊

Discovery

Thanks for letting me know! Would you mind sharing what made you decide to change or cancel your package? Please choose one of the options below:

1.Deal/Offer Availability – I found a better deal

2.Price – Change in Circumstances

3.Technical Issues

4.Customer Experience

5.Something Else

Thanks for confirming! Would you mind sharing what made you decide to change or cancel your package? Please choose one of the options below:

1.Deal/Offer Availability – I found a better deal

2.Price – Change in Circumstances

3.Technical Issues

4.Customer Experience

5.Something Else

If not clear

Got it. I want to make sure I fully understand your concern so I can assist you better. Could you kindly clarify or provide a brief explanation?

Transitions to offering

Understood! We can take a quick look at your account to see if there are any updated offers that might better suit you. Would that be something you’d be interested in?

Shortcut

Great! To make sure your new contract perfectly fits your needs, should we stick with your current setup, or have your habits changed lately? I’d be happy to help you add or remove features to get the price just right.

Downgrade

I understand but I'd strongly recommend keeping the same package to maximize the discounts we can apply on the new deal.️ Rest assured that, I'll be looking for the cheapest option for your current package. Happy to proceed?

Contract ended price

I understand. Upon checking, I can see that your contract have ended. This means that your package discount have expired and the discounted price have reverted to its standard price. Not to worry, I can provide you cheaper options right now to avoid paying the standard price. Let me know what you think?

Buy time or cx is requesting specific package

Awesome! I'll be asking you some questions to make sure that you get the best value for your money.

BROADBAND SERVICES

Can you share on how you use your broadband for?

For example social media 📲 , streaming 🖥️, gaming 🕹️ etc

AFTER THEY ANSWER

Thanks for sharing. Does anyone in your household work from home? 💻🏠

Yes or No

TV SERVICES

Okay, just in regards to TV…

Are there any specific TV channels that are important for you to have?

SPORTS:

You mentioned sports channels, would that be Sky Sports, TNT Sports, or just general sports channels? 📺

MOVIES:

You mentioned movie channels, would that be Sky Cinema or just the regular film channels? 🎬

LANDLINE SERVICES

Much appreciated, oh, are you looking to make changes to a landline/telephone package? ☎️

Yes or No

VOLT

Understood! Please, can you confirm if you or anyone in the household has active sim card with O2?

IF YES

Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

AFTER THEY ANSWER

Thanks! Can I take the O2 mobile number, please?

HOLD SCRIPT

Got it! Allow me to review your account for the best discounts we can offer. One moment.

Rebut O2

No worries, I mentioned the option with SIM because when you’re with Virgin Media + O2, you get some awesome perks:

Boosted broadband speeds + a WiFi guarantee with up to 3 free WiFi Pods if needed. Double mobile data on eligible O2 plans at home. O2 Travel Inclusive Zone at no extra cost An Extra from O2 (like Disney+, Amazon Prime, etc.) for 3 months, 6 months, or even your full contract, depending on your plan. Plus, Priority from O2 for exclusive deals and experiences.

Let me know what you think?

Closing

I’m so glad I could help you today! We truly value your feedback. My name is Lian, and I’d appreciate it if you could take a moment to complete a short survey based on your experience with me today. Take care XX! 👋

On behalf of Virgin Media, we apologize for the inconvenience on the time you spent having your issue resolved. Nonetheless, I appreciate your time working with me today. 🙂 Rest assured that continous improvement will be implemented to provide better customer experience in the future. Stay safe always!