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Hi there, this is ___. How can I assist you today?

|Possible Customer Query (AER)

• thank you for bringing up this to our attention with regards to your bill\internet, you reach the right person and it's my pleasure to help you with that.

1. thank you for bringing this up to our attention with regards to your bill\internet connection. if I'm in your position, I'll ask the same question, but don't worry you're in the right agent and I'm very happy to assist you with that.

• But first may I know your full name, please? Perfect!
• Can I call you by your 1st name? Great!
• And I'm speaking with the account holder?

Account Verification:

• as I can see here that your account is pass protected can you please provide your 3rd memorable word of your account? what about the 4rth and the 7th

If the forgot their memorable word:

• Don't worry we have an alternative security check.

AND ALSO, MAY I KNOW IF YOU HAVE A COPY OF YOURE BILL?

General question

• What is your email address registered on the account
• what about your mobile number registered on the account
• which package do you subscribe to?

Financial Question

• when is your last bill value?
• what is your next bill due?
• can I have you're last 4 digit of your bank account
• when is you're direct debit draw day

IF DPA Passed on the IVR -thank you for successfully passing to our security check!!!

• And also, 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)

And also, if you mind asking if you want to reset your password so that we are not going to ask you again your memorable word.

• As we go back to your concern

• When did you notice that your bill went up?

• did you check your account if you have unsettled payment from your end?

• So, I can see here in our system that the main reason why your bill went up its because of the price rise and it happened every year and I'm pretty sure that your aware in the price rise in uk that will affect every first week of April.

• Is everything cleared with you now?

• and also, since I see here in your account that your account will close to expired, and it will go back to the standard price, which is cost you higher than your currently bill. would you mind to asking you if you want to upgrade your package that you're currently using right now

if he\she agrees the package PAKAGE REVIEW

when he\she says no- so just a quick recap with regard to your call, the main reason for your call regards to your bill that went up and we figure out and the reason for that is the price rise -is there anything else that i can't help you with?

Package Review

Upon checking on you're on account, you're currently subscribed

· Package Name: Big Bundle

Mix it TV - 110+ channel bb Volt 350 Weekend chatter

that cost 57.30 is that correct?

also, upon checking here i can see that your account is close to expired, but don't worry i can definitely assist with your concerns

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

“I see that you’re currently subscribed to our Mixit TV package…”

· What programs do you and your family enjoy watching? ans: entertainment/sports · How many TV’s do you have in the house? Are they SMART TVs? ans: SMART 2

BB

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

· Is anyone in your house currently working from home? ans: yes · How many devices could be connected to your broadband at any one time? ans: 2laptops 3 mobile 3cctv

LL

“So you’ve currently got Weekend Chatter…”

· When do you tend to use your phone? ans: for emergency and for to contact my family also

· Do you ever dial internationally? ans: sometimes

and i see here that you already have the O2 sim, am i correct? Mobile

O2 “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. upon gathering all the information that you provide. I’ve got some great news!!! —

I do recommend the Entertainment Bundle that suits for your preferences! Including the BB of 500 mbps speed of internet connection since you've mention that you are currently working from home. It will help you allow work smoothly without any interruption. and addition it has a MEGA TV with 200+ channels including premium channels like Netflix, Disney plus and some channels in high definition, also we can upgrade your weekend chatter to anytime chatter that can use anytime and it cost 65pounds, shall we proceed

We could then VOLT this package which will include the 2gb Sim card unlimited calls and texts.

objection handling:

I completely understand what your decision is YES! that it's quite expensive, but I don't want you to lose this kind of opportunity since you are a very loyal costumer on us for a very long time. You know that some costumers get this package for more than100 Pounds, and to you will get it for only 65pounds, and we value our loyal costumer and also this offer is limited only for 24 hours. Imagine with this offer you can work peacefully without any interruption and also, you can bond with your family with a lot of channel options for adding 8 Pounds? Amazing deal, right?

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!