script

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? 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. Can I have your updated contact number and email address? After DPA: How can I help? (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                            - cancelling services, its sad to hear that you are cancelling your service, may i ask WHY WOULD YOU WANT TO CANCEL YOUR SERVICE?

E

• I understand that it is challenging/frustrating to ----- i will do the same if i was in your position (CONFUSED/IDK)

• I do understand some people/children add things in accounts without notice my sibling did that with my account before too (ADDED BY SOMEONE)

• it must be very exciting to -----with ------ (TRAVELS)

• Congratulations on --- this must be very memorable for you (EVENTS)

• I do understand that prices are increasing faster than our wages which causes us to have to let go of some services we enjoy  

• Im so sorry to hear that your----- has passed that must be very emotionally taxing for you 

 - as a consumer myself i would also do the same as u did i would also call to weight the best prices for the packages

• i appreciate you for continuing your services with us, as a consumer myself i would also call to renew my contract. 

• I completely understand that price is important, especially if you’re trying to keep your monthly costs down, as consumer myself I also want cheaper price, no worries i can give you other better option for you.

R

and I assure that you called the right person, and I will do my best to help you with your concern. again this is ________ of virgin media retention. 

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

so let me review your account real quick

  Package review: As I can see here, you have ____ for Broadband, ____ for TV and ____ for landline and you are paying £__ for it.  (Probing) broadband  VOQ: I will ask you few questions for us to have the best value and options for your services.

TV

• What genre do you and your family enjoy - 
• How many TVs do you have in your household - 

Broadband

• how do you and your household use your broadband - 
• how many devices are connected to the broadband - 

Landline

• Where do your contacts usually reside, do you and your household have someone international to contact - outside 

: let me put you on hold for a minute or 2 for me to create a bundle that's best for you, if that's okay with you?

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 ------     - which is perfect for you since you don't use your tv that much, its our cheapest option     - which is perfect for you since you only use your tv as bg noise and its 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 ------

• I will suggest you get our Mega TV Package which includes 200 different channels (with an add on of ------) which is perfect for your household needs/preferred genre of  with an add on of RACING TV, AND SKY SPORTS Entertainment like drama, comedy Add on: sky cinema - movies, sky sports - sports,  

• TNT sports

• ASIAN MELA

• Sky Sports

• Racing TV 

• MUTV, Manchester United

• LFCTV, Liverpool FC

• Premier Sports

• Virgin TV Kids

• Baby TV

• Adult Collection

BB Following that for the Broadband Packages i recommend -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

• M250, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming which is perfect for your household needs

• M350, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming and work from home which is perfect for your household needs

• M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, 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

• 1Gig, this broadband speed can hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, 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

Landline

• as for landline i have upgrade you with Anytime Chatter which allows Unlimited landline calls within the UK. 

• as for landline i have upgrade you with International Anytime Chatter which allows 50 international call locations.

• as for the landline i suggest for 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 ---- a month for 24 months contract, so let's sign you up

Objection Handling

1. x
2. Objection Handling Listen acknowledge

• I understand, and I appreciate you being honest with me. Could you tell me what part of the offer doesn’t meet your expectations?

• Of course. I completely understand—you should have all the information you need before making a decision. What would you like me to clarify?”

• I completely understand. Before I let you go, may I ask if there’s a particular reason, you’re not interested? It would help me understand whether there’s anything  more suitable for you?

• I completely understand that price is important, especially if you’re trying to keep your monthly costs down, and I guarantee you with that £__  you will get,

 - Flex TV Package which includes 150 different channels (with an add on of ------)      - which is perfect for your preferred genre of ------

 - WITH  Mix It TV Package which includes 150 different channels (with an add on of ------) which is perfect for your preferred genre of ------

• WITH Mega TV Package which includes 200 different channels (with an add on of ------) which is perfect for your household needs/preferred genre of  with an add on of RACING TV, AND SKY SPORTS

• I understand, and I appreciate you being honest with me. But Let me assure you the package that im offering you gives you the best value only for that -----  pounds since

Following that for the Broadband Packages i recommend -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

• M250, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming which is perfect for your household needs

• M350, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming and work from home which is perfect for your household needs

• M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, 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

• 1Gig, this broadband speed can hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, 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

• as for landline i have upgrade you with Anytime Chatter which allows Unlimited landline calls within the UK

• Overall, this is for only 51 pounds a month for 24 month contract. So let's sign you up!

objection handling 

1. x
2. rebundle

 BROADBAND TV LANDLINE (Probing): Thank you for waiting are you still on the line ? I am able to get the best package for you. I would recommend our M250 Broadband + Mix It and ANYTIME CHATTER. Since you mentioned that you only have 6 devices connected to your wifi and you only use it for surfing the internet and sending emails, M250 Broadband can cater up to 15 devices speed range 267 and 273 mbps and your upload speed will range between 26 and 26 mbps. with that, you can us 6 devices simultaneously without lag or buffering. you also mentioned that you only watch news on your TV, other than news, Get over up to 150 free channels for you to enjoy. For your LANDLINE, you also mentioned earlier that your callers only reside in UK, ANYTIME CHATTER is where you can enjoy unli calls to uk landlines and mobiles at anytime of the day. Overall, this is for only 51 pounds a month for 24 month contract. So let's sign you up!

objection handling          MandatoRIES

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.

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?

  If accepted, Click Accepted in Discover and read everything on the box. Check the small check boxes. 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 WILL GIVE YOU A BRIEF SUMMARY ON YOUR  ACCOUNT. i have upgraded and we added What was changed on the account? What was removed or added? This package will take effect on (Date) This is for £(price) for a 24 months 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!