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Case Study: Sky

Sky

BSkyB opened their Ireland centre to service the growing Irish market and quickly realised they weren’t hitting target because of the following challenges:

  • Brand new leaders and managers deployed at the same time as 250 new sales advisors
  • Broadband proposition launched in parallel with the TV services
  • Call blending challenges for newly inducted advisors
Their objective, based on their business model, was to achieve and sustain a new customer conversion rate of 35% quickly. We designed an intensive approach to re-establish best practice sales principles through coaching support, skills sessions and workshops. This focused on showing team leaders how to coach advisors in the live environment through listening to their calls and observing them in action, then providing feedback on their performance.
25% Uplift in conversion across product. 20% Uplift in broadband upgrades


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