MOJA'S CHAT FLOWS · Offline Notepad

OPENING

Hi XXX! I hope you're having a great day. Please stay connected while I review the details you’ve provided, I’ll be right with you.

NAME & ACCOUNT HOLDER

Thanks for waiting! Can you please confirm your full name and if I am speaking with the account holder?

UNABLE TO PULL UP THE ACCOUNT

Thanks for waiting! Can you please provide your post code and door number to pull up your account?

DPA

It appears that we need to conduct security check, can you please provide the X, X, and X characters of your account password? This is the password you use when you contact us, and not your online account password. 🔑 Kindly type in your answer here.

SECONDARY QUESTIONS

--GENERAL--

Can you please confirm the email address registered on the account?

Can you please confirm the mobile number registered on the account?

Can you confirm which package you're subscribe to? e.g. Broadband speed, etc.

--FINANCIAL--

Can you please confirm your last bill value?

Can you please confirm your next bill due?

Can you please confirm the last 4 digits of your bank account number?

Can you please confirm which date does your Direct Debit usually comes out of your account?

PASSED & OFFER PASSWORD RENEWAL

Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later?

PASSED

Thanks for clearing the security checks!

PASSED ON BOT

I can see here that you already passed the bot's security checks!

UPDATING CREDENTIALS

Can you please confirm your updated email address and mobile number so that we can check that we have your most updated contact details on your account?

HOLD SCRIPT

Let me take a moment to review your account. I appreciate your patience.

REASONS

Thanks for waiting! Would you mind sharing what made you decide to change or cancel your package? Please choose one of the options below:

1. Deal/Offer Availability – I found a better deal

2. Price – Change in Circumstances

3. Technical Issues

4. Customer Experience

5. Something Else

IF THEY CHOSE OPTION 3, 4, 5

Thanks! Can you give us a brief explanation?

IF THEY CHOSE OPTION 1 & 2

Got it! We can take a quick look at your account to see if there are any updated offers that might better suit you. Would that be something you’d be interested in?

DPA

Can you please confirm if you'd like XXX package?

IF THEY SAY NO - PROCEED WITH BUNDLE IN DISCOVER

No worries! Please bear with me. In the meantime, if you have any questions, feel free to let me know, I’m here to help.

PROCEED WITH SHOTGUN OFFER

IF THEY SAY YES

Awesome! I'll be asking you some questions to make sure that you get the best value for your money.

BROADBAND SERVICES

Can you share on how you use your broadband for?

For example social media 📲 , streaming 🖥️, gaming 🕹️ etc

AFTER THEY ANSWER

Thanks for sharing. Does anyone in your household work from home? 💻🏠

Yes or No

TV SERVICES

Okay, just in regards to TV…

Are there any specific TV channels that are important for you to have?

SPORTS:

You mentioned sports channels, would that be Sky Sports, TNT Sports, or just general sports channels? 📺

MOVIES:

You mentioned movie channels, would that be Sky Cinema or just the regular film channels? 🎬

LANDLINE SERVICES

Much appreciated, oh, are you looking to make changes to a landline/telephone package? ☎️

Yes or No

VOLT

Please, can you confirm if you or anyone in the household has active sim card with O2?

IF YES

Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

AFTER THEY ANSWER

Thanks! Can I take the O2 mobile number, please?

HOLD SCRIPT

Got it! Allow me to review your account for the best discounts we can offer. One moment.

FIRST OFFER - WITH O2 SIM

I appreciate your patience, XX! Since you mentioned that you're considering cancel/changing due to XXXX, I'd like to offer (Bundle/Package) that may better suit you. This includes:

• FABS

• Additionally, this package includes an XXGB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies!

• Broadband Speed Boost • Free WiFi Pods • Double Mobile Data

This is originally £XXX per month, but just for you, I can offer it at only £XXX (£X for your media and £X for O2 sim) per month on a 24-month contract. Sounds good, right?

OHT FOR VOLT

No worries, I mentioned the option with SIM because when you’re with Virgin Media + O2, you get some awesome perks:

Boosted broadband speeds + a WiFi guarantee with up to 3 free WiFi Pods if needed. Double mobile data on eligible O2 plans at home. O2 Travel Inclusive Zone at no extra cost An Extra from O2 (like Disney+, Amazon Prime, etc.) for 3 months, 6 months, or even your full contract, depending on your plan. Plus, Priority from O2 for exclusive deals and experiences.

Let me know what you think?

SECOND OFFER - WITHOUT O2 SIM

I appreciate your patience, XX! Since you mentioned that you're considering cancel/changing due to XXXX, I'd like to offer (Bundle/Package) that may better suit you. This includes:

• FABS

You're getting this for only £XXXX per month on a new 24-month contract. Happy to proceed?

IF THE CUSTOMER AGREED WITH OPTION 2

I’ve noticed that you're currently not receiving Volt Benefits, it includes:

• Broadband Speed Boost • Free WiFi Pods • Double Mobile Data • O2 Travel Inclusive Zone • Priority from O2 • Extras on O2 Plans

To help you take advantage of these added benefits, may I ask if someone in your household has an O2 SIM card on a Pay Monthly plan?

IF THE CUSTOMER AGREED WITH O2 SIM

Thank you for confirming that. In that case, I’d like to let you know that by simply adding an O2 Pay Monthly SIM to your household, you can unlock the Volt Benefits I mentioned. To help find the best option for you, may I ask how much data you typically need in a rolling monthly setup?

YES: If the customer provides their data requirements, identify the best plan that suits those needs and proceed with processing the O2 SIM as well. Please ensure the FABBING is applied for the boosted broadband speed.

NO: If the customer does not want the O2 SIM, proceed with processing the original offer

LAST OFFER (SHOTGUN OFFER - OB TOOLKIT)

I appreciate your patience, XX! Since you mentioned that you're considering cancel/changing due to XXXX, I'd like to offer (Bundle/Package) that may better suit you. This includes:

• FABS

The best offer I can give you is just £XXX per month on a 24-month contract. You’re saving £XXX every single month, that’s £XXXX over the full term compared to the regular price of £XXX. Happy to go ahead with this?

IF THE CUSTOMER AGREED WITH ANY NEW CONTRACT

Awesome! Please stay connected as we will need your consent through email or SMS before we can completely change the package.

REMOVING LANDLINE/TV.BROADBAND SERVICES ONLY

As you are requesting to remove your (Phone/TV/Broadband), a 30-day notice applies, and the disconnection will be on dd/mm/yy.

WITHOUT O2 SIM

The price of Virgin Medias Main services may change when any offers expire. 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 detail before you accept that you are happy to proceed.

This does not apply to any add-ons you may have selected or any 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.

WITH O2 SIM

The price of Virgin Media’s Main services may change when any offers expire. 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

The price of O2’s Airtime Plans will increase each April. The price of each chosen O2 Airtime Plan will increase each April from April 2027 by:

£2.5 from April’s bill 2027 £2.5 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 detail before you accept that you are happy to proceed.

This does not apply to any add-ons you may have selected or any 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.

MANDATORIES

You will shortly receive information via email regarding the package 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.

MANDATORIES

May I ask which of the following options do you prefer?

Send any or all of them out now
Prefer to read them within the documentation you receive

GO AHEAD AND CONTINUE WITH NORMAL SCRIPTS