Vodafone Retention Deals

VodafoneInsider

To get the best deal you always want to speak to Vodafone Outbound Retention.

Eligibility for an upgrade - Be within the last 6 months of your contracts. That's right. Outbound Retention's can upgrade a contract 6 months early, no problem, although Vodafone won't officially acknowledge this, it's fact. In-fact, you can have it even earlier as long as the team manager will authorize it and they generally will. The remaining time from the old contract adds on to the end. Remember discounts are for 24 months max. So if you take a 24 monnth contract, with 3 months left on your old contract, at the end you will have 3 months at higher price. (Ask them to apply a credit to the account in this case)

How to speak to outbound retention's - Request a PAC code and await there call back. Usually within hours although max target is 4 days depending on how busy they are and how 'rich' the dialler data is. Don't ask to be put through, they won't do it and don't lissten to the inbound agents excuses, they want the deal.

Outbound Retentions work weekdays, unless demands require it, they do not come into work Saturdays. Be aware when you can receive the call. The dialler will have a moment of silence before the call connects.

The Deals

Here's the main question. Well, it fluctuates. Vodafone uses two systems. One for upgrades and one for new connections \ additional lines.

Now us agents doing the job have various targets, such as revenue vs hardware expenditure, deals we do a day, sim-only targets, new connections etc. One of the key ones that effects when an agent is willing to give you a deal is commonly referred to as revenue ratio. For example if one particular months target is 60%. At the end of the month, the whole revenue (line rental brought in) and the money Vodafone has spent on hardware cannot exceed 60%, otherwise the agent won't get paid his commission. And believe me, when take home pay can be £3k some months after tax, they're definitely on it

Now with new connections, the system is different, it does not take this into account so the agent can pretty much do whatever the heck they want.

What can you get?

As a new\additional line? whatever you can negotiate. You want an iphone 5 64gb at a tenner with a free phone? Unlikely but the system allows it.

As an upgrade? Well firstly call near the beginning of the month for your PAC code, as that's when agents are most lenient. If they over spend they've got the rest of the month to make it up. Last week of the month, they get stingy with there deals.


What should you aim for?

Remember, we at Vodafone pay a lot less for a phone than joe public does so we can maneuver when we argue costs.

We can discount any tariff half price if needed!

As an example, the S4 on the website is £42 on the redplan. Outbound will do this at £21 for you, free phone, all comes down to to timing and negotiation

Addons

Do you like the tariff but also want calls to 08 numbers?

Agents can give 1 add on for free and as many additional ones required for half price

Delivery

They'll also try and charge you for delivery, say NO, it can be waived and is just another tool to gain revenue

Tips

Don't be rude or aggressive. If the agent senses your too upset they will intentionally not offer you anything or just hangup.

Why? well ever received those survey texts after you deal with an agent. First question, would you recommend Vodafone to Friends and Family? Unless you score a 9 or 10, it will have a negative impact on the agent. Fizzback\NPS as we call it can give them a big uplift on commision or take it all away. So if they think there score will be bad, they won't risk it. Outbound Agents are only surveyed if they complete a sale and then only if you have not received a previous sms survey in the last 17 ish days i think. They get surveyed and measure on the first question about Vodafone, not the third question on what you thought about the agent.

So what can I get?

It changes but put it this way. Inbound can do a 4s at £21 without breaking a sweat, so think of what outbound can do.

Anything else

Outbound Retention's can also send out Vodafone Suresignal devices free of charge so ask away.

Why are you telling us this

I've been in the background for years benefiting from MSE, think it's time I repaid some of it.

chriswedge

drbob wrote: »

Yes, they call you back using an 0808 number as caller id. You need to answer the call as retentions don't take incoming calls. If it's not a convenient time, answer and ask them to call you again later - they usually will.

Thanks for the help. I hope I get another call from retentions after not answering at the beginning of the month. Hopefully me asking for my PAC will re-prompt the call?! Here's hoping!

count2ten

just thought id post my experience of vodafone over the last week.

I have been with vodafone for over 10 years and i am now on a rolling contract after my 2 numbers (mine and girlfriends) on the same account finished about 6 weeks ago. I rang up to ask for an htc one with exactly the same tariff i am on and was told i could have it for £36 over 24 months (more than im paying on my iphone), told the rep i was looking for a discount and he knocked it down to £31 but with a £100 charge for the phone, yeah thanks but i wasnt born yesterday.

On the other number i asked them to match a htc one sv deal that i saw online with 2 other companies with no redemption and he refused even though i told him the site so he could double check.

I did some research beforehand and there was deals coming out for the same phone and tariff on other networks at less than £30, the thing is there was deals showing with vodafone for exactly what i was asking for but the rep would not match it. Crazy.

I got a call from retentions a hour or so later and he would not offer anything on the same tariffs i was on, he was too busy trying to sell me unlimited minutes which i dont need. He offered a decent deal on my number but only if i doubled the cost of the girlfriends and she accepted the galaxy fame which he claimed was a great phone and better than the htc.

I cannot understand how well known 3rd party companies can offer a deal from vodafone and yet vodafone cannot offer it direct.

VodafoneInsider

chriswedge wrote: »

Thanks for the help. I hope I get another call from retentions after not answering at the beginning of the month. Hopefully me asking for my PAC will re-prompt the call?! Here's hoping!

yeh it will. Only once the old PAC code has expired. otherwise the agent isn't reisuuing it just reading it out from the system. System won't let you reissue them if ones already issued

VodafoneInsider

no deal is dependent on another deal. He said this to get 2 upgrades out of you.

Vodafone pay places like Phones4u about £440 per connection. Upto phones for you to buy the phones in bulk them selves and make profit. Voda don''t mind as either way cust ends up coming back.


Remember for retentions, it doesnt matter what tariff they give you. Its all about how much money comes in vs money spent on hardware for company

count2ten wrote: »

just thought id post my experience of vodafone over the last week.

I have been with vodafone for over 10 years and i am now on a rolling contract after my 2 numbers (mine and girlfriends) on the same account finished about 6 weeks ago. I rang up to ask for an htc one with exactly the same tariff i am on and was told i could have it for £36 over 24 months (more than im paying on my iphone), told the rep i was looking for a discount and he knocked it down to £31 but with a £100 charge for the phone, yeah thanks but i wasnt born yesterday.

On the other number i asked them to match a htc one sv deal that i saw online with 2 other companies with no redemption and he refused even though i told him the site so he could double check.

I did some research beforehand and there was deals coming out for the same phone and tariff on other networks at less than £30, the thing is there was deals showing with vodafone for exactly what i was asking for but the rep would not match it. Crazy.

I got a call from retentions a hour or so later and he would not offer anything on the same tariffs i was on, he was too busy trying to sell me unlimited minutes which i dont need. He offered a decent deal on my number but only if i doubled the cost of the girlfriends and she accepted the galaxy fame which he claimed was a great phone and better than the htc.

I cannot understand how well known 3rd party companies can offer a deal from vodafone and yet vodafone cannot offer it direct.

count2ten

Ok thanks for clearing that up a little.

Thing is I'm even more annoyed now as when he offered me the deal I said ok ill take that and then he came back with yes but that's only if you take this deal for your girlfriend. I said no ill just keep her on the same tariff with no new phone and he clearly stated numerous times that the 2 deals had to be done together! The deal for my girlfriends phone was not a good deal at all.

VodafoneInsider

count2ten wrote: »

Ok thanks for clearing that up a little.

Thing is I'm even more annoyed now as when he offered me the deal I said ok ill take that and then he came back with yes but that's only if you take this deal for your girlfriend. I said no ill just keep her on the same tariff with no new phone and he clearly stated numerous times that the 2 deals had to be done together! The deal for my girlfriends phone was not a good deal at all.

Not an issue. You can return it for any reason within 7 working days of delivery and keep the deal you want. Heck because its now on the system, once the phone you don't want has been returned. You can take another deal as the good one because its already been quoted

count2ten

VodafoneInsider wrote: »

Not an issue. You can return it for any reason within 7 working days of delivery and keep the deal you want. Heck because its now on the system, once the phone you don't want has been returned. You can take another deal as the good one because its already been quoted

Thanks for the heads up but I didn't actually take the deal, the offer on the 2nd line was so poor that the 2 together was not what I wanted. He wouldn't budge away from the galaxy fame for the 2nd line and that's not a phone she liked, like I said he was only prepared to offer the good deal if I took the bad deal on the 2nd line.

VodafoneInsider

What were the deals

count2ten

Unlimited mins, texts and 2gb data £30 with htc one

300 mins, unlimited texts 250mb data £21 with galaxy fame

First deal is a big discount although I told him I only wanted 600 mins and he can see I hardly text and never go over 500mb so its overkill, however still a good deal and I'd have had that.

2nd deal is double what I'm paying now but with a fame included, looking at offers on the phone, which I don't want regardless, it seems the discount on the htc one is offset by an increase on the samsung deal.