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ONLINE JOURNEY CHAT FLOW

  1. OPENING BOT Summary: Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍 No customer Name: Hello! May I please have your name? 😀

Check out page: Hi XX! I can see that you're already on our checkout page. How can I help you in completing your order? 😀

EBB: Hey X. I've got all your details and will process your order for you. Please bear with me, I'll have this done ASAP. 👍

Answer Customer query if there is. Installation (Earlier, delay, can it be delivered, based) Billing (First Bill) Switching (Switching credit and OTS) Direct Debit (UK DD) Credit Check Drilling/Digging

  1. ANYTHING ABOUT OTS: Let's work together to find the right package for you. To start, are you switching from a different provider? (To identify if switching or not) -Great! As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly. Now, let's work together to find the right package for you. (Customer is switching)

  2. PROBING ARPU Upsell - By the way, we’ve got some fantastic TV deals available right now! Would you be interested in checking them out? I’d love to help you find something that fits your needs and adds even more value to your package! (You need to send this script if you know that the customer wants to get broadband deals only). How do you normally use your broadband? Is it like for streaming, gaming or general browsing etc.

Thanks! Are there any specific channels you're interested in? For example sports movies, kids, documentaries etc.

Got it! Our Anytime Chatter home phone plan is the entry level package we have! Would you need anything extra included? 📞

Thanks. We also have exclusive SIM bundle deals with O2. So may I know are you currently with O2?

  1. PRESENTATION: MANUAL FAB NON VOLT: Appreciate you answering all those questions. 😊 Here's what I got Customer. Customers with similar needs like yours usually go for Sport + Cinema bundle, as it offers such great value. Here are the details. 210+ TV channels, which include Sky Sports and Sky Cinema HD channels 📺 Plus, Sky Atlantic will now be included in your TV service, giving you the biggest hits, including House of the Dragon, The Last of Us, and more amazing shows to enjoy.📺✨ My Watchlist feature that allows you to save shows from anywhere, all in one place Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! You can connect via our superfast broadband with an average download speed of 516mbps and upload speed of 52mbps 📶 This is for only £64.99/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April.

Or for only £1.50 extra per week you can get our Supercharged package, we'll boost your broadband speed from 516mbps up to 1130mbps with a 10GB data O2 sim.

This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £70.99 per month. Increasing to £77.49 a month from April 2027. Increasing to £83.99 a month from April 2028.

Which do you prefer from the two offers?

EXISTING VOLT: Since you mentioned that you're already with O2, we'll boost your broadband speed from 516 Mbps to 1130 Mbps and double the mobile data on every eligible O2 SIM in your name. Here are the details: Sport + Cinema bundle

210+ TV channels, which include Sky Sports and Sky Cinema HD channels 📺 Plus, Sky Atlantic will now be included in your TV service, giving you the biggest hits, including House of the Dragon, The Last of Us, and more amazing shows to enjoy.📺✨ My Watchlist feature that allows you to save shows from anywhere, all in one place Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! You can connect via our superfast broadband with an average download speed of 516mbps and upload speed of 52mbps 📶 This is for only £64.99/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April.

Shall we proceed?

VOLT OHT/OHT: 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?

  1. PLACING THE ORDER/ORDER PROCESSING: Fab! I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop)

Desktop/Laptop 7.a. Since you’re using a mobile or tablet, let me take care of the process for you. I’ll just ask for some quick details so we can continue without worrying about losing our chat.

  1. (ICOMS NEXUS VOE) https://portalapp.nac.sitel-world.net/sites/vmukwebchat/Lists/Canned%20Responses%20Center%20CRC/DispForm.aspx?ID=263&Source=https%3a//portalapp.nac.sitel-world.net/sites/vmukwebchat/Lists/Canned%2520Responses%2520Center%2520CRC/AllItems.aspx?RootFolder%3D%252Fsites%252Fvmukwebchat%252FLists%252FCanned%2520Responses%2520Center%2520CRC%252FCable%26FolderCTID%3D0x0120009A70D87AC50FFE47AF41E97A722BCF51%26View%3D%257B3DA67456%252D30F8%252D422B%252D9768%252D0AB2B4E7D00E%257D&ContentTypeId=0x0104005D34C61745F24A43B687A85CD8B5B0CD

*The last page will show you the order summary and you need to click on 'Place your order' and you're sorted. All good? ​​

7.b In case that your customer went idle. (Follow 5-5-5) Just checking in, how things are going on your end, XXX?

I’ve not heard from you in a while, are we still connected?

Due to business needs, please be advised that I will now close the conversation. If you still need further assistance, feel free to message us back between 8AM to 10PM and we’ll be glad to assist you. Take care . 👋​​

  1. ORDER PLACED: Don't forget to ask the order ID. Congratulations on completing the order! 👏😃 Your work order number for your new service: X (Go to ICOMS "WO" then edit "X")

To cancel/check the status of your order/delivery/change the installation date, please get in touch with our Pre-install team on 0800-0521-734 ​from 8 AM to 8 PM Monday to Friday and 9 AM to 5 PM during weekends or go to this link https://www.virginmedia.com/help/track-my-order

You can manage your account through https://www.virginmedia.com/welcome/intro in the future!

  1. In the meantime, would there be anything else I can assist you with aside from this?

  2. CLOSING FOR COMPLETED SALE: We value your feedback, please take a moment to complete our survey on how I assisted you today. Welcome to Virgin Media O2 family. 😃 Take care. 👋