TalkTalk Increased Conversion Rates by 89.2%

The Aim of the Sales Academy

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 organization’s senior management team. Together the team defined the change requirements and priority skill improvement needs for the Academy program. The course curriculum was developed with insights from a salesforce-wide competency assessment.

An organizational commitment was made to develop a coaching culture throughout the sales management team. The Academy curriculum delivered training tailored to each sales function centered on Imparta’s Creating Client Value consultative sales program. An advanced Strategic Account Management program 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.