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FINAL SCRIPT

FINAL SCRIPT MEOW

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: In the event that we need to call you back, what is your updated contact number and email address?

contact number: email address:

Alright we were able to update the contact details.

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

If still incorrect: That's okay let's proceed with your security questions. 1 correct for General and 2 correct for Financial.

General Questions (1 correct answer, can ask up to 2 questions)

Financial Questions (2 correct answers) -what was your Last Bill value -when is your bill due?

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?

contact number: email address:

IF SPEAKING WITH THE THIRD PARTY Ask 3 random characters and will still have a second attempt. Never ask security questions to a Third party. ask if the Account Holder around. if we can't get a hold of AH, it will be the of the conversation If the AH is available, you can proceed.

if they have power of Attorney send details proving their power of attorney via email 10 days before calling again.

After DPA: How can I help?
(AER)

'Thank you for calling us and for letting me know about your concern If I were the customer myself, I would do the same thing and call the landline for me to explore my options.
You called the right person, and you have nothing to worry about, I am here to help you. Again, this is Sheila of virgin media retentions.'

IF CUSTOMER WANTS TO CANCEL:

I completely understand that you want to cancel since you were offered by _____________. If I were the customer myself, I would do the same thing and call the landline for me to explore my options. but before cancelling let me assure you that I can offer you a deal that would be better than what was offered to you No worries, You called the right person, and I am here to help you. Again, this is Sheila of virgin media retentions.'

PACKAGE REVIEW:

As I can see here, you currently have your deal of _______ you have ----- for Broadband, ------- for TV and -------- for landline and you are paying £57.50 monthly

VOQ: I'm now going to ask you a few questions so I can understand how you’re currently using your services.

BROADBAND

  1. ARE YOU SATISFIED WITH YOUR BROADBAND SPEED?

  2. ARE YOU UNABLE TO CONNECT OR IS THE CONNECTION JUST SLOW?

  3. HOW MANY DEVICES ARE CONNECTED IN YOUR BROADBAND AT ANY ONE TIME?

  4. HOW DO YOU AND HOUSEHOLD USE YOUR BROADBAND?

TV

  1. HOW MANY TV'S DO YOU HAVE IN YOUR HOUSEHOLD?

  2. IS THE ISSUE HAPPENING ON ALL CHANNELS OR JUST A SPECIFIC CHANNELS?

  3. WHAT TYPE OF GENRE DO YOU AND YOUR FAMILY ENJOY WATCHING?

  4. WHAT ARE THE CHANNELS OR PROGRAMS DO YOU AND YOUR FAMILY DON'T WANT TO MISS?

LANDLINE

  1. HAVE YOU TRIED USING ANOTHER HANDSET OR PHONE SOCKET?

  2. ARE YOU UNABLE TO MAKE CALLS, RECEIVE CALLS OR BOTH?

  3. DO YOU USUALLY MAKE CALLS OR RECEIVE CALLS?

  4. DO YOU USUALLY MAKE CALLS INTERNATIONALLY OR JUST IN THE UK?

*Let me put you on hold for a minute or 2 for me to create the perfect package for you, is that okay? ...................

*Hello, thank you for waiting patiently, are you still on the line? .............................

HERE ARE THE Packages THAT I THINK WILL CATER FOR YOUR BEST EXPERIENCE

Broadband

Since you mentioned that you only have devices connected to your wifi and you only use it for I would recommend our it can cater up to devices and it has a speed of average upload speed. with that, you can use devices simultaneously without lag or buffering.

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 up to 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 up to 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 plus 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 BROADBAND SPEED

1.M125

125 mbps best for browsing (peak times - download speed range 133 -137 Mbps ; upload speed range 21-21 Mbps) up to 10 devices 2. M250

250 Mbps up to 15 devices 3.M350

350 Mbps up to 15 devices, customers working from home 4. M500

500 Mbps 15 + devices; multiple gaming, work from home and others 5. Gigabit

1000 Mbps 2 - 3 persons work from home, multiple gaming up to 100+ devices 6. Gigabit Full Fibre

2 gbps available for XGS locations ONLY up to 100+ devices TELEVISION PACKAGES

1.Flex, Mixit

Flex on Stream Box/ Mixit on TV 360 150+ channels 2. Mega TV

Available only on Stream Box 200+ channels TELEPHONE PACKAGE

  1. ANYTIME CHATTER 8£

unlimited calls to UK mobiles (starting with 07, excluding Jersey, Guernsey and Isle of Man) during the same periods. redial before 1 h to avoid charges. unli calls to UK landlines (starting with 01, 02, and 03) during evenings and weekends 2. INTERNATIONAL ANYTIME CHATTER - 8£

unli calls to uk landlines and mobiles at any time of day unli calls to landlines in 50 international destinations, including countries across Europe For your TV, you mentioned earlier that you only use it for

So, I recommend the your tv that can over up to free channels for you to enjoy.

For your LANDLINE you mentioned that you regularly call your family and friends in the UK. So, I would recommend our Anytime Chatter. The includes calls to UK landlines and UK mobiles. unlimited at any time. So, you can make qualifying calls without standard call charges and help you manage your calling costs if you regularly speak with family and friends.

For your LANDLINE, you mentioned that you regularly call your family and friends who live overseas. In that case, I would recommend our International Anytime Chatter. In addition to the UK calling benefits, you can make inclusive calls to 50 international destinations under the package's applicable calling rules. You can also have unlimited international calls included so in that case you can keep in touch with your loved ones abroad more convenient

IF THE CUSTOMER IS NOT YET DECIDED:

It's great to hear that you liked the offer, but if you don't take the offer now we might not have the same offer for you since the offers and discounts change with time, what I was able to offer you right now might not be available when you call back

IF THERE IS NO LANDLINE:

AND FOR LANDLINE, AS YOU MENTIONED EARLIER, YOU don't use your landline that much and we suggest that you KEEP YOUR LANDLINE FOR BEST VALUE OF SERVICES.

This package will take effect on THE 21TH OF AUGUST 2026.

ALL IN ALL, THIS IS ONLY FOR ______ POUNDS A MONTH FOR 24 MONTHS CONTRACT. SO, LET'S SIGN YOU UP.

IF REJECTED: objection handling (NEVER ASK THE BUDGET OF CUSTOMER.)

It's sad to hear that you want to cancel your bundle, can I ask why you want to cancel your offer?

I understand your concern, but we want to assure you that every penny you're paying is worth your money.

(REMENTION THE PACKAGE AND FEATURES, ADVANTAGES, BENEFITS)

Since you mentioned that you have____ devices connected to your WiFi and mainly use the internet for ___ I would recommend our M125 Broadband, which has an average download speed of 132 Mbps. This can gives you a reliable connection for your everyday online activities, meaning you can browse, stream and stay connected without paying for more speed than you actually need

Since you mentioned that you have _ devices connected to your WiFi and regularly use it for ___ I would recommend our M250 Broadband. It gives you an average download speed of 264 Mbps, giving your household the extra capacity you need when several devices are connected at the same time. So rather than worrying about your connection slowing down when everyone is online, you can enjoy a smoother experience across your everyday activities.

For your landline, you mentioned that you regularly call your family and friends who live overseas. In that case, I would recommend our International Anytime Chatter. In addition to the UK calling benefits, you can make inclusive calls to 50 international destinations under the package's applicable calling rules. You can also have unlimited international calls included so in that case you can keep in touch with your loved ones abroad more convenient

For your landline, you mentioned that you regularly call your family and friends in the UK. So, I would recommend our Anytime Chatter. The includes calls to UK landlines and UK mobiles. unlimited at any time. So you can make qualifying calls without standard call charges and help you manage your calling costs if you regularly speak with family and friends.

For your TV, you mentioned earlier that you and your family enjoy watching different types of programmes. So, I would recommend our Mixit TV package. It gives you a variety of entertainment channels so you can have different types of programmes available that everyone in the household can find something they enjoy watching.

For your TV, you mentioned that you don't watch it every day and you'd prefer something more flexible. So, I would recommend our Flex TV. It offers 150+ essential channels, including free-to-air channels and catch-up players. For this, you can have the flexibility to add entertainment subscriptions and turn them on or off monthly so that you can have more control over what you're subscribed to base on what you actually want to watch.

For your TV, you mentioned that you watch television regularly and enjoy having plenty of entertainment options. So, I would recommend our Entertainment package. It offers 200+ channels, including free-to-air channels, as well as the Virgin TV Ultra HD channel and Netflix Standard with Ads. For this, you can have a much wider variety of entertainment available, and you can also enjoy more of your favourite programmes and streaming content in one package.

Would you like to proceed?

IF YES:

Okay, Thank you. allow me to read the terms and conditions to you:

The price of Virgin media’s main service s 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.

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?

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? THERE'S NO CHANGE ON THE ACCOUNT What was removed or added? YOU SIGNED UP FOR THE SAME BUNDLE WHICH IS THE This package will take effect on 21 of August 2026 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 26 of august 2026 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 Virgin Media, again my name is Sheila and have a great day! IF CANCELLED AGAIN PROCEED WITH DISCONNECTION

“I completely understand that you want to cancel since you were offered by _____________ but before cancelling let me assure you that I can offer you a deal that would be better than what was offered to you"

DISCONNECTION

IF CANCELLED AGAIN:

“I completely understand"

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?

(listen to customer's reason why)

Customer Selected 30 days' notice: (Check CT screen for contract) Your services will be cancelled on your switch date On 22 of August 2026 (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. If not, you will be charged 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 you 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 Sheila and have a great day! Can return equipment 30 days after disconnection date.

IF ACCEPTED:

Okay, Thank you. allow me to read the terms and conditions to you:

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.

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?

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? WE HAVE NOT CHANGE ON THE ACCOUNT What was removed or added? YOU SIGNED UP FOR THE SAME BUNDLE This package will take effect tomorrow which is the 20 of August 2026 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) , You have no pending payment Check BE screen. After that you will have £__(price) due on 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 Sheila and have a great day!

COMPLIANT CJM (complaint) -CJM SCREEN

CJM = non-customer

click create complaint or agent feedback Since you are disappointed with ______, I will file a complaint for you (1)

How would you like to receive the complaint? (that can be received through e-mail/call/mail) (2)

after next and save drop down (category/primary reason) Log; primary reason of the customer > your complaint is about (3) So here's your reference number________________________

Your complaint is about _______________

*Input the case detail and required resolution for your customer.

*Continue where you stopped

*Are you happy to close your complaint

/ a) close

X b) 24-48 hours

Complaint

If they ask why, " this is part of our standard security procedure "

REMEMBER: still do your AER and/or PROBING QUESTIONS before you continue your conversation

(AER)

'Thank you for calling us and for letting me know about your concern If I were the customer myself, I would do the same thing and call the landline for me to explore my options.
You called the right person, and you have nothing to worry about, I am here to help you. Again, this is Sheila of virgin media retentions.'

ARE YOU HAPPY TO CLOSE THE COMPLAINT? close -when the client is satisfied or happy -close it on your own -send a resolution then; -close case -escalate to another manager

When Discount is expired.

costumer is not satisfied or unhappy -advice to the client to be active or open 24-48 hours