INTRO::
 Hi XX, thanks so much for waiting. I'm just taking a look at your account. I'll be back with you ASAP. 👍

(IF CUSTOMER IS NOT YET DPA PASSED. CONDUCT DPA)

OPENNING RESPONSE:
Thanks for your patience and clearing the security checks. I understand you’re in the process of moving abroad. Is this correct? 

NUDGE:
Please stay connected so we can confirm some important information with you. As I process this, I’ll also share a summary of today’s discussion before we end our conversation for your records.

TRANSITION STATEMENT:
In order to proceed and make any changes, I do need to ask you a few questions to update our system. May I know if the move is permanent or temporary?

CONFIRM THIS TO CUSTOMER (customer needs to answer yes.to process the timeout):
Are you returning to the same address?

(check Virgin 360 if the account is already more than 6 months active. If the account is less than 6 months, customer is not eligible for TIME-OUT)

CONFIRM TO CUSTOMER: 
How long do you need to suspend the services for?

(In a year or 12 months, customer can only request to freeze/Time-out the account for 6 months. However, Citrix only allows 2 months or 3 months, so customer needs to contact back to book for another months to freeze the account up until the 6 month is completed.)

(Package that are only allowed for Time-Out/Freeze: BB SOLUS, BB AND TELCO DUAL, TRIPLES)

(Please refer to KNOWLEGDE HUB for additional spiels needed. As well as the DISOCUNT CODE REQUIRED)

IIF SOLUS 2 MONTHS:
The suspension will begin on your chosen date and run for 2 months
Your package will be reduced to the minimum tier available
During the 2 month period charges will be reduced to £5 per month
After 2 months the package price will automatically go to the full cost of the minimum tier available, however you can contact us to review your account and get on the best deal to suit your household's needs
You are able to use your existing equipment when your service resumes, however if this has been damaged then please contact us to organise a replacement when you are ready to be re-activated
An email confirmation will be sent to confirm the Change Of Service

IF SOLUS 3 MONTHS
The suspension will begin on your chosen date and run for 3 months
Your package will be reduced to the minimum tier available
During the 3 month period charges will be reduced to £5 per month
After 3 months the package price will automatically go to the full cost of the minimum tier available, however you can contact us to review your account and get on the best deal to suit your household's needs
You are able to use your existing equipment when your service resumes, however if this has been damaged then please contact us to organise a replacement when you are ready to be re-activated
An email confirmation will be sent to confirm the Change Of Service

IF BB AND TELCO 2 MONTHS:
The suspension will begin on your chosen date and run for 2 months
Your package will be reduced to the minimum tier available
During the 2 month period charges will be reduced to £5 per month
After 2 months the package price will automatically go to the full cost of the minimum tier available, however you can contact us to review your account and get on the best deal to suit your household's needs
You are able to use your existing equipment when your service resumes, however if this has been damaged then please contact us to organise a replacement when you are ready to be re-activated
An email confirmation will be sent to confirm the Change Of Service

IF BB AND TELCO 3 MONTH
The suspension will begin on your chosen date and run for 3 months
Your package will be reduced to the minimum tier available
During the 3 month period charges will be reduced to £5 per month
After 3 months the package price will automatically go to the full cost of the minimum tier available, however you can contact us to review your account and get on the best deal to suit your household's needs
You are able to use your existing equipment when your service resumes, however if this has been damaged then please contact us to organise a replacement when you are ready to be re-activated
An email confirmation will be sent to confirm the Change Of Service

IF TRIPLE PACKAGE 2 MONTHS
The suspension will begin on your chosen date and run for 2 months
Your package will be reduced to the minimum tier available
During the 2 month period charges will be reduced to £5 per month
After 2 months the package price will automatically go to the full cost of the minimum tier available, however you can contact us to review your account and get on the best deal to suit your household's needs
You are able to use your existing equipment when your service resumes, however if this has been damaged then please contact us to organise a replacement when you are ready to be re-activated
An email confirmation will be sent to confirm the Change Of Service

IF TRIPLE PACKAGE 3 MONTHS
The suspension will begin on your chosen date and run for 3 months
Your package will be reduced to the minimum tier available
During the 3 month period charges will be reduced to £5 per month
After 3 months the package price will automatically go to the full cost of the minimum tier available, however you can contact us to review your account and get on the best deal to suit your household's needs
You are able to use your existing equipment when your service resumes, however if this has been damaged then please contact us to organise a replacement when you are ready to be re-activated
An email confirmation will be sent to confirm the Change Of Service
(If customer have a high speed or tier. This needs to be downgraded to the basic tier or speed. BB-M125, BB and TELCO- M125, Anytime Chatter, TRIPLES- Mixit, M125, and Anytime Chatter)


SELF-CARE:
Everything is arrange for you now. Whilst we're still connected, is there anything else that I can assist you with?

CLOSING SPIEL:

It’s been lovely speaking with you today. We value your feedback, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time,  XXX.