TalkTalk

TalkTalk

Sales Academy

The Aim

TalkTalk Business supports the communication needs of 180,000 businesses throughout the UK. They also partner with over 350 resellers – from voice and data specialists to systems integrators and carriers, tailoring complex IT solutions.

TalkTalk’s business aims were to:

  • Build a world-class sales approach, customer experience and next generation solutions through knowledge, skill building and competency improvement
  • Be the number one choice in the market for both customers and employees
  • Embed a strategy that puts the customer at the heart of the company’s DNA

The Solution

Imparta led a change management approach by facilitating two visioning days with the sales organisation’s senior management team. Together the team defined the change requirements and priority skill improvement needs for the Academy programme. The course curriculum was developed with insights from a salesforce-wide competency assessment.

An organisational commitment was made to develop a coaching culture throughout the sales management team. The Academy curriculum delivered training tailored to each sales function centred on Imparta’s Creating Client Value consultative sales programme. An advanced Strategic Account Management programme was delivered to teams responsible for the largest, most business critical accounts. Training was reinforced through coaching, digital learning, and reinforcement workshops. Extensive measurement tools were deployed across the Kirkpatrick scale, along with a regular 180° and 360° benchmarking process based on TalkTalk’s core selling competencies.

Having reviewed a number of potential partners, Imparta were chosen due to their bespoke approach to content creation and delivery, as opposed to off-the-shelf material. Through working with Imparta, we have embedded a single, customer-centric sales methodology across all our sales channels that has delivered a common language and approach to consultative solution selling –all resulting in fantastic ROI. I would highly recommend Imparta for sales development programmes.

Sales Academy Manager

The Results

467%

Increase in ‘touch’ customer satisfaction

99.6%

Increase in bottom line value of sales

89.2%

Increase in conversion rate

97.5%

Decrease in escalated calls

81%

Record increase in employee satisfaction