Sky Sales and Coaching Programme

Marton House worked with Sky to successfully implement a customer focussed sales and coaching programme across Sky's sales division and outsourced customer contact centres. 

• Increased Performance
• Improved Customer Satisfaction Levels
• Successful Win-back and Customer Retention

The IMPACT programme is a customer-centric conversational framework and live coaching methodology that has achieved great results and business benefits for Sky and its partners including: 

• 100% of agents reaching the 25% conversion rate (up from just 56%)
• CCF (European Call Centre Awards) short listing (2008)
• Gave BSkyB the opportunity to deliver an extra £33 million of customer revenue

TLC (The Listening Company) took IMPACT onboard, with further results:

• 13% increase in sales performance
• £250 k cost saving in two months
• Record results announced