BT Coaching

Engaging People, For Engaging Brands

£704k

Incremental £704k gross customer lifetime value (CLV) in the first 3 months

Objectives

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”

Solution

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

Benefits

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

“Just wanted to take a minute to really say thank you for all your help with driving performance both on mobile and TV. Our sessions were very informative as well as fun. My team absolutely loved going through your packs and its evident that you guys made a huge difference. Thank you on behalf of myself and the team.”

Natalia Batkowska Team Leader

“I have really enjoyed being part of the trial, Sean and Chris brought so much energy to the sessions and got the team excited again about BT TV, they gave us great hints and tips to help us in our coaching sessions. The sessions they held really motivated me and this came through when going through the sessions in my own team. Sean and Chris really wanted our teams to do well, and they kept in contact regularly to see how we were getting on after the sessions.”

Gemma Shaw Team Leader

“The sessions that have been run by Chris and Sean have been really valuable in helping us increase our performance not only on the core focus of TV but also the advisors have found they can carry the new approaches through on their calls for a wide range of products. It has been energising for the advisors to see a new approach on learning new coaching tools that are been addressed in a modern and realistic way. Chris and Sean have been a pleasure to work alongside in the last few months, they have been really open and approachable throughout which has allowed myself and others to be honest back with them to ensure we have pulled together to be as successful as possible.”

Ashley ToweyTeam Leader

“The content you have put together for TV has made a big difference for my team…..the numbers speak for themselves”

Paul RobertsSales & Retention Centre Manager

“I would just like to say a massive thank you for all of both yours and Chris’ work throughout our coaching time together. Your work rate was impeccable, the insight given helped me and my team refocus on TV and the household and it was a great help. My team thoroughly enjoyed and still do enjoy the weekly newsletters that are sent out. My performance excelled throughout the pilot and has continued to grow. Not only was every session insightful but it was positive and thought provoking..”

Erin McManusTeam Leader