Opportunity British Airways saw the opportunity to boost profits by transforming its call centre staff from ‘order takers’ into a proactive sales team capable of cross-selling related products such as car hire, hotel bookings and travel insurance.
Approach MSB designed and delivered innovative sales and service training for all British Airways’ call centre staff. The training programme showed sales staff how to:
Attract and retain customers
Recognise and convert sales opportunities
Sell with integrity
Identify clients’ real motivations and needs
Develop call centre strategies to improve future performance
We also trained the call centre’s Team Leaders to run the sales workshops, thereby allowing them to equip future staff with the skills they need.
Impact Airline bookings rose by almost a fifth in the first year after the training programme. In addition, car hire bookings increased by 40% and travel insurance sales rose by 50%.
Such was the success of the programme that BA and MSB jointly entered and won a National Training Award.
“Our partnership with MSB has been excellent. I have been confident every step of the way and knew that it would make a difference to my people and to the business, as has been clearly demonstrated”