call flow

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.

DPA if not yet passed: Brilliant! Before we proceed, I will need to confirm some security details for me to have full access on your account. From your memorable word, can I have the xth character please? Thanks. How about the xth character? Noted on that and the xth character please?

If correct: Perfect! While waiting for your account to load. Can I have your updated contact number and email address?

If incorrect: It seems like few characters are not matching with what we have, would you like to try again?

If still incorrect: Ask security questions. 1 correct for General and 2 correct for Financial.

If answers are correct: Perfect! We now have access on your account, for easier access next time. Would you like me to update your memorable word on the account? Thanks. Can I have your updated contact number and email address?

After DPA: How can I help? (AER) VOQ: I will ask you few questions for us to have the best value and options for your services. Package review: As I can see here, you have ____ for Broadband, ____ for TV and ____ for landline and you are paying £__ for it. (Probing) BB 2 questions TV 2 questions LL 2 questions

Presentation: Thanks for waiting. I have here (Name of Bundle) which I think will best suit your needs. This has ____(BB package) which will give you ___mbps of speed since you mentioned earlier that ______, this will give you ________. This will be for £ a month for 24 months contract. Let me know what you think. If declined, Objection handling first before changing the package. qe 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?

Mandatories 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!

Disconnection

Customer declined the offer after the objection handling: As you’re considering disconnecting your Virgin Media services, I need to let you know there are 2 options available to you. If you are considering moving to a new provider, we recommend you use the One Touch Switch process where your new provider will tell us when to disconnect your services. Alternatively, if you'd prefer to give us 30-days notice to disconnect your service, I can arrange that for you today. Which do you prefer?

Customer Selected 30 days notice: (Check CT screen for contract) Your services will be cancelled On ____ (disconnection date) After your disconnection, your final bill is £___(price) due on ___(date) And since you are cancelling your services with us, we will be needing you to return your equipment to us. You have the ____(what equipment) and you will be receiving a prepaid return packaging 10 days after your disconnection date. You can use that to return the equipment or you can visit the closest Yodel or collect+ stores to return the equipment. You will receive an email confirmation about this within 24 hours. Just a reminder, if you have created any virginmedia, blueyonder and/or NTL email addresses, they will be cancelled 90 days after your disconnection date. 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!