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Warm Welcome

Hi there, this is _. How may I help you today?

|Possible Customer Query (AER)

· “My Discounts have ran out and I need to review my package.”

o You’ve reached the right person. I’m [reinstate your name], and I’ll make sure that by the end of our conversation, you have a package that fits your needs.

|· “I want to give notice to cancel, I have seen a cheaper deal elsewhere.”

o I’m sorry to hear that. I understand how you feel, and I don’t want you to leave. I’m [reinstate your name], and I’m here to see what I can do to help.

"I received an email that my bill will go up, and I can’t afford to pay that, can you help me with that."

Thank you for bringing this up. I completely get where you're coming from—no one likes a surprise on their bill, especially when trying to manage expenses. You've reached the right department, and I can certainly help you with that. Let's take a close look at your account right now to see what options we have for you. Okay? Customer Authentication

May I know your full name, please? Perfect! Can I call you by your 1st name? Great! Thanks. Am I speaking with the account holder?

Account Verification

· IF DPA Passed on the IVR

o congratolations Thank you for going through our automated system as I can see that you've passed our security questions. thank you for doing that okay

· IF DPA is not yet done

o Brilliant! Before we proceed, I will need to confirm some security details for me to have full access to your account.o Can you please provide the 3rd, 5th, and 6th characters of your account password using phonetics?

Note: Encourage the customer to use the phonetic alphabet and ask for characters rather than just number.

Updating Contact details

Thank you!so before we proced We just want to make sure that we have the most updated contact information. its that okay? thank you Can I have your most updated email address that attach on the account ?thank you and can i have your mobile number, please and ? Also, can i have your best call back number need just in case we need to call you back, what is the best contact number? Is it your mobile or the landline? (if they have both)

Package Review

As I can see on the account, you are subscribed to…

· CURRENT SERVICES

MIX IT TV

M250 MBPS

WEEKEDN CHATTER

£45

Would you mind if I will be asking you series of questions with regards to your services, for me to identify the best package suits your needs?

TV

“You’re currently subscribed to our Mixit TV package…”

· Tell me how you and your household use your TV service.

· What programs do you and your family enjoy watching?

· How many TV’s do you have in the house? Are they SMART TVs?

· Are there any specific channels that you don’t have currently, but would like to have?

· Do you make use of your record function?

· Do you like to watch your channels on HD?

BB

“I can see you’re subscribed to our 350mb broadband…”

· Is anyone in your house currently working from home?

· Can you tell me how you and your household use broadband?

· What types of devices do you and your family have connected to broadband?

· How many devices could be connected to your broadband at any one time?

· Do you or anyone else in your house play online gaming?

· Do you or anyone else in your house download movies or music?

LL

“So you’ve currently got Weekend Chatter…”

· When do you tend to use your phone?

· Is there anyone you would use your home phone to ring?

· Do you ever dial internationally?

· If you had an all-inclusive plan, do you feel you would be more inclined to use your home phone?

· Do you have a friend/family member that prefers to contact you on your home phone?

Mobile

“We have some great SIM deals that will VOLT your bundle as well…”

· Who is your current mobile provider?

· Have you any sim free devices that you could put one in?

· How many people are in your house

· use mobile phones currently?

· Are any of the current contracts you have due for renewal?

Thank you so much for providing all that information. its help me to find a better bundel for you so please Allow me to put this call on hold for 2-3 minutes for me to check what is the perfect package for you.its that Okay? perfefct

Recap & Bridge

Thank you so much for patiently waiting. I’ve got some great news — we can unlock additional benefits for you on this package, and I’d love to share how you can take advantage of them.

Presentation

Based on what you’ve told me, heres what i can offer we have the entertainment bundel that fit on your need which the Mega TV 250 chanel with Anytime Chatter our 500mb broadband would give you everything you’re looking for. This would give you the kids’ TV with your unlimited calls and would give you a reliable broadband connection for the gamers in your house! We could then VOLT this package which will include the 2gb Sim card unlimited calls and texts. if you already have a sim you can can use yourself or pass on to a family member for extra value.”

Note: If your customer declines the deal, hear them out and really listen to the reason why they’re not bought-in and seek to educate & resolve. Consider whether we have done a comprehensive package review and revisit if necessary.

Great, that’s all done for you just before you go, I’d like to just summarize what we have done today…

Recontract FTR Checklist

Before you go, I'll run through a quick summary of the changes we've made to make sure you're happy with everything. You will now receive (the new package) the Contract will take effect on (the date) and your new monthly RATE will be £_ that includes (description of the new package with 24 months contract , LL, BB, TV) AFTER 24 MONTHS OF CONTRACT REGULAR RATE IS £ .Your first bill for your new contract will be (£___ including proration) that amount is due on (due date). All that clear?

Self-Care Options send Super Mail 1) Retentions - SELF SERVE - Bill Payments and Help

Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk. You can even download our My Virgin Media app onto any compatible IOS or android devices you have.

Extend Help

Everything has been arranged for you now. Is there anything else that I can assist you with?

ACE/Closing SCRIPT

Have I fully resolved your concern today? I hope you’re happy with the solution I provided. You may receive a short survey about your experience, and I would really appreciate your feedback if you got one. Once again, my name is_. Have a great day and stay safe!

i dont want to loss the oporunity to have a better bundel that fit on your needs bcs this is a limitid bundel and as you mention erlier you have a problem so this is the oportunety to upgrade your pacage as low as 0000 let me go ahead to process this pacage for you

Billing issues ( prise rise)

OPENING

|Possible Customer Query (AER)

“ > I can see why you’re concerned about your bill. Let me check the charges and explain them clearly. I’ll do my best to help resolve your concern.”**

Customer Authentication

Account Verification

IF CX FORGET THE MEMORABLE WORD

General question -Can i have your email address that attached on the account?

Okay Congratulations for passing our security check i have now successfully pull up your account

UPDATED INFO Before we proceed i just want to make that i have most updated information.

BTW FOR FUTURE REMINDER SINCE YOU FORGOT YOUR MEMORABLE WORD IF YOU HAVE A EXTRA TIME YOU CAN CHANGED IT YOU END THRU MYVIRGIN MEDIA APP OR WEBSITE OKAY?

CUSTOMER MAIN CONCERN

Thank you for that information so let me go a head and check what happened on your bill

Having issues on bill

Thank you so much for patiently waiting on the line

RESOLUTION Prise rise - As per check here thats why you bill gone up bcs you are effected in price rise is a government mandate And can effect in your monthly bill and Virgin Media’s set out in your contract and are affected by industry rules and regulations. The increase is generally applied in first week in April, its cost a 4 pound but its depend on the demand

“I completely appreciate your concern regarding the price increase. This is an annual adjustment, so I’m unable to manually remove or stop the increase from being applied. However, what I can do is review your current package and check whether there are any available options that could better suit your needs and budget.”

Package Review

As I can see on the account, you are subscribed to…

· CURRENT SERVICES

MIX IT TV

M250 MBPS

WEEKEDN CHATTER

£45

Would you mind if I will be asking you series of questions with regards to your services, for me to identify the best package suits your needs?

IF CX DECLINE I understand, and we value your time no worrie if you have a extra time or you want to upgrade your package you can call as back anytime so we can create a best package for you.

RECAP And before we end this call, Just to quickly recap, you contacted us regarding the charges on your bill and the price rise affecting your services. I explained the available option to change or upgrade your package to better suit your needs,

Self service Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk. You can even download our My Virgin Media app onto any compatible IOS or android devices you have.

Closing Have I fully resolved your concern today?that perfect I hope you’re happy with the solution I provided. Once again, my name is kel Have a great day and stay safe

IF CUSTOMER AGREE

TV

“You’re currently subscribed to our Mixit TV package…”

· Tell me how you and your household use your TV service.

· What programs do you and your family enjoy watching?

· How many TV’s do you have in the house? Are they SMART TVs?

· Are there any specific channels that you don’t have currently, but would like to have?

· Do you make use of your record function?

· Do you like to watch your channels on HD?

BB

“I can see you’re subscribed to our 350mb broadband…”

· Is anyone in your house currently working from home?

· Can you tell me how you and your household use broadband?

· What types of devices do you and your family have connected to broadband?

· How many devices could be connected to your broadband at any one time?

· Do you or anyone else in your house play online gaming?

· Do you or anyone else in your house download movies or music?

LL

“So you’ve currently got Weekend Chatter…”

· When do you tend to use your phone?

· Is there anyone you would use your home phone to ring?

· Do you ever dial internationally?

· If you had an all-inclusive plan, do you feel you would be more inclined to use your home phone?

· Do you have a friend/family member that prefers to contact you on your home phone?

Mobile

“We have some great SIM deals that will VOLT your bundle as well…”

· Who is your current mobile provider?

· Have you any sim free devices that you could put one in?

· How many people are in your house

· use mobile phones currently?

· Are any of the current contracts you have due for renewal?

Thank you so much for providing all that information. its help me to find a better bundel for you so please Allow me to put this call on hold for 2-3 minutes for me to check what is the perfect package for you.its that Okay? perfefct

Recap & Bridge

Thank you so much for patiently waiting. I’ve got some great news i have now best package that fits for your needs its is sport bundl

Based on what you’ve told me, heres what i can offer we have the entertainment bundel that fit on your need which the Mega TV 250 chanel with Anytime Chatter our 500mb broadband would give you everything you’re looking for. This would give you the kids’ TV with your unlimited calls and would give you a reliable broadband connection for the gamers in your house! We could then VOLT this package which will include the 2gb Sim card unlimited calls and texts.if you already have a sim you can can use yourself or pass on to a family member for extra value.” sounds good right let me go ahead

Note: If your customer declines the deal, hear them out and really listen to the reason why they’re not bought-in and seek to educate & resolve. Consider whether we have done a comprehensive package review and revisit if necessary.

Recap

And before we end this call, Just to quickly recap, you contacted us regarding the charges on your bill and the price rise affecting your services. I explained the available option to change or upgrade your package to better suit your needs,

Self-Care Options send Super Mail 1) Retentions - SELF SERVE - Bill Payments and Help

Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk. You can even download our My Virgin Media app onto any compatible IOS or android devices you have.

Extend Help

Everything has been arranged for you now. Is there anything else that I can assist you with?

ACE/Closing SCRIPT

Have I fully resolved your concern today?that perfect I hope you’re happy with the solution I provided. Once again, my name is kel Have a great day and stay safe!

i dont want to loss the oporunity to have a better bundel that fit on your needs bcs this is a limitid bundel and as you mention erlier you have a -----so this is the oportunety to upgrade your pacage as low as 0000 sound grate right so let me go ahead to process this pacage for you see

Issue on billing (extra charges in call usage) PENING

|Possible Customer Query (AER)

I can see why you’re concerned about your bill. Let me check the charges and explain them clearly. I’ll do my best to help resolve your concern.”**

Customer Authentication

Account Verification

IF CX FORGET THE MEMORABLE WORD

General question -Can i have your email address that attached on the account?

Financial question

Okay Congratulations for passing our security check i have now successfully pull up your account

UPDATED INFO Before we proceed i just want to make that i have most updated information.

BTW FOR FUTURE REMINDER SINCE YOU FORGOT YOUR MEMORABLE WORD IF YOU HAVE A EXTRA TIME YOU CAN CHANGED IT YOU END THRU MYVIRGIN MEDIA APP OR WEBSITE OKAY?

CUSTOMER MAIN CONCERN

Thank you for that information so let me go a head and check what happened on your bill

Having issues on bill

Thank you so much for patiently waiting on the line

RESOLUTION

I understand that this increase was unexpected. I’ve explained the reason for the additional amount, and going forward, I can help you understand your call allowance so you can avoid similar charges where possible. I can also review your package to check whether there is an option that better suits your calling needs.” you got it?

Package Review

As I can see on the account, you are subscribed to…

· CURRENT SERVICES MIX IT TV M250 MBPS WEEKEDN CHATTER £45

Would you mind if I will be asking you series of questions with regards to your services, for me to identify the best package suits your needs?

IF CX DECLINE I understand, and we value your time no worrie if you have a extra time or you want to upgrade your package you can call as back anytime so we can create a best package for you.

And before we end this call, I'll run through a quick summary of the call today to make sure you're happy with everything.

Self service Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk. You can even download our My Virgin Media app onto any compatible IOS or android devices you have.

Closing Have I fully resolved your concern today?that perfect I hope you’re happy with the solution I provided. Once again, my name is kel Have a great day and stay safe

IF CUSTOMER AGREE

TV

“You’re currently subscribed to our Mixit TV package…”

· Tell me how you and your household use your TV service.

· What programs do you and your family enjoy watching?

· How many TV’s do you have in the house? Are they SMART TVs?

· Are there any specific channels that you don’t have currently, but would like to have?

· Do you make use of your record function?

· Do you like to watch your channels on HD?

BB

“I can see you’re subscribed to our 350mb broadband…”

· Is anyone in your house currently working from home?

· Can you tell me how you and your household use broadband?

· What types of devices do you and your family have connected to broadband?

· How many devices could be connected to your broadband at any one time?

· Do you or anyone else in your house play online gaming?

· Do you or anyone else in your house download movies or music?

LL

“So you’ve currently got Weekend Chatter…”

· When do you tend to use your phone?

· Is there anyone you would use your home phone to ring?

· Do you ever dial internationally?

· If you had an all-inclusive plan, do you feel you would be more inclined to use your home phone?

· Do you have a friend/family member that prefers to contact you on your home phone?

Mobile

“We have some great SIM deals that will VOLT your bundle as well…”

· Who is your current mobile provider?

· Have you any sim free devices that you could put one in?

· How many people are in your house

· use mobile phones currently?

· Are any of the current contracts you have due for renewal?

Thank you so much for providing all that information. its help me to find a better bundel for you so please Allow me to put this call on hold for 2-3 minutes for me to check what is the perfect package for you.its that Okay? perfefct

Package& offer

Thank you so much for patiently waiting. I’ve got some great news i have now best package that fits for your needs its is

Based on your calling needs, I would recommend moving you from the Weekend Chatter bundle to an Anytime Chatter bundle. With this option, you can enjoy the included call allowance throughout the week, rather than being limited to weekends. This could give you more flexibility and help you manage your call usage better. The cost will be £50, and there will be no other changes to your bundle. The only change is that your calling allowance will be available anytime, rather than being limited to weekends.its sounds good right? So let mo go ahead to process this for you.

Recap

Great, that’s all done for you just before we end this call Just to quickly recap, the additional charges on your bill were due to call usage outside of your included bundle. I discussed the available offer with you to help manage your call costs,

Self-Care Options send Super Mail 1) Retentions - SELF SERVE - Bill Payments and Help

Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk. You can even download our My Virgin Media app onto any compatible IOS or android devices you have.

Extend Help

Everything has been arranged for you now. Is there anything else that I can assist you with?

ACE/Closing SCRIPT

Have I fully resolved your concern today?that perfect I hope you’re happy with the solution I provided. Once again, my name is kel Have a great day and stay safe!

OPENING faults

|Possible Customer Query (AER) “thank you for that information I appreciate your patience .Let me check what options are available to help resolve the issue

Customer Authentication

Account Verification

IF CX FORGET THE MEMORABLE WORD

General question -Can i have your email address that attached on the account?

Okay Congratulations for passing our security check i have now successfully pull up your account

UPDATED INFO Before we proceed i just want to make that i have most updated information.

BTW FOR FUTURE REMINDER SINCE YOU FORGOT YOUR MEMORABLE WORD IF YOU HAVE A EXTRA TIME YOU CAN CHANGED IT YOU END THRU MYVIRGIN MEDIA APP OR WEBSITE OKAY?

Customer main concern I JUST WANT TO CONFIRM YOUR HAVING AN ISSUE ON YOUR INTERNET CORRECT? -Thank you for letting me know. I’ll do my best to help you with your internet issue today.” Probing I have a few questions regarding on your internet -When did you first notice the problem -Are you seeing any error messages or warning lights on your router?” -“Have you already tried restarting your router? Btw are you at home?

RESOLUTION

“Let’s try some basic troubleshooting steps to see if we can get your connection working again. First, could you please check that all the cables connected to the router are secure?”

“Next, please switch off the router and leave it off for a few moments before turning it back on.”

“Once the router is back on, we’ll give it a few minutes to reconnect.”

“Could you also check if the issue is affecting all devices or just one device?”

Building connection

Update to router

-While we’ve given the router time to reconnect, may I check if there’s been any update on your end? Are you able to access the internet now?”

Package review

Current bundle -tv, bb,ll

Would you mind if I ask you a few questions about your current bundle? Or are you in a rush at the moment?”

Customer decline No problem at all. I completely respect that. Let’s focus on the reason for your call today.”

Recap “Just to recap our conversation today, you contacted us because you were experiencing issues with your internet connection. I guided you through some basic troubleshooting steps, including checking the connection and restarting the router. I’m pleased that your internet is now working properly.

Self-Care Options send Super Mail 1) Retentions - SELF SERVE - Bill Payments and Help

Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk