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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 ___, 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 ___, 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_
WE KNOW PRISE RISE IS NOT WELCOME TO EVERYONE, HOWEVER WE HAVE A PRISE RISE TO CONTINUE IMPROVED OUR SERVICE AND TO MAKE SURE THAT YOU'RE GETTING THE BEST VALUE TO YOUR MONEY.
THE REASON WHY I ASK THIS QUESTION, IS YOU BEEN WITH US FOR A LONG TIME AND I WANT TO VALUE A CUSTOMER LIKE YOU. I AM GO AHEAD AND CHECK THE BEST VALUE THAT I CAN GIVE TO YOU
I UNDERSTAND THAT YOUR SAVING RIGHT NOW AND I KNOW YOUR IN A TIGHT BUDGET AND WE CANNOT LOSE YOU AS VALUED CUSTOMER. IF YOU DON'T MIND ASKING HOW MUCH IS YOUR BUDGET?
_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 Amazing! Thank you for going through our automated system as I can see that you've passed our security questions.
· IF DPA is not yet done
To ensure that account information is protected when following processes, I'll need to complete account security checks with you today.
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?
Unfortunately you’ve not answered the memorable character correctly, However we can still open your acc through security questions, ok?
Unfortunately you haven’t been able to clear first stage security, however under our new customer verification process we can email you a copy of your latest bill to your registered email address to support with the verification process. Is this ok?”
Which package do you subscribe to? Can you confirm your email address registered on the account? Can you confirm the mobile number registered on the account?
What was your last bill value? (No tolerance level is accepted) When is your next bill date? (No tolerance level is accepted) Can you confirm your last 4 digits of your bank account? Which date does your Direct Debit usually come out of your account? (a three day tolerance is accepted)
Note: Encourage the customer to use the phonetic alphabet and ask for characters rather than just number.
Updating Contact details
Thank you! We just want to make sure that we have the most updated contact information. Can I have your most updated email address and mobile number, please? Also, if we may 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
· Package Name
· Services
· Monthly Bill
Probing
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. Allow me to put this call on hold for 2-3 minutes for me to check what is the perfect package for you. Okay?
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, the Mega TV 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. Amazing deal?
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 (£56 with 5 pounds O2 sim including proration) that amount is due on (__). 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!