We designed and delivered a bespoke development programme to improve the skills and capability of the telephony based sales teams for the Worldpay SME Sales division. The division was based across three sites, each with a different identity, culture and sales process. We devised the Going for Gold brand for the programme, which included a Senior Management Masterclass and the introduction of a Performance Coaching programme for all Team Managers. The GOLD call was developed, involving sales processes customised for each of the three centres.

The division achieved its challenging business objectives in the year and continues to reap business benefits from the programme. Knowledge is now shared across sites to ensure best practice and continuous improvement. Coaching is now seen as an essential activity in delivering optimum performance and participating managers have increased their confidence to lead.

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