Engaging People, For Engaging Brands
Incremental £704k gross customer lifetime value (CLV) in the first 3 months
Our aim was to give the Team Leaders the skills and support to confidently coach their own teams to try these 4 things on their calls
“Talk about TV on every call”
“Use TV to Talk about EE”
“Pitch a TV & EE Bundle to every customer”
“Ask for the sale”
We specifically targeted Cross-sell to Mobile and MRC Upsell using our Team Leader Coaching Modules. As the modules have a specific focus on closing techniques we also expected to see an improvement in base broadband conversion
- By the end of August 2021, we had completed 1 week of live buzz sessions and 12 weeks of initial coaching.
- The increase in sales drove an incremental £704k gross customer lifetime value (CLV) in the first 3 months versus the control
- Despite the the longer-term primary focus of the coaching being on Upsell (TV) & Cross sell (EE) we saw a strong initial performance improvement in overall Broadband conversion for both Value & Sales teams after the focus on general selling skills and closing techniques as part of the initial coaching sessions
- As a result, BT have asked us to rollout the program out to more sites in 2022
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Whether you need one of our services or a custom combination, for the short term or the long term, contact us today to see how we can help.