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April 13, 2009

ORANGE LAUNCHES NEW SALES ACADEMY TO DELIVER OUTSTANDING PERFORMANCE AND CUSTOMER SATISFACTION

Filed under: News — Tags: , — karol @ 12:12 pm

ORANGE LAUNCHES NEW SALES ACADEMY TO DELIVER OUTSTANDING PERFORMANCE AND CUSTOMER SATISFACTION

• Extensive talent development programme aimed at delivering a superior customer experience
• Orange Sales Academy transforms career development for entire salesforce
• Significant investment in attracting and inspiring the best talent

London, 6th April 2009: Orange today announced the launch of the Sales Academy, an ambitious talent and development programme that redefines the way Orange attracts, evaluates, trains, coaches and rewards the best talent in Sales. Orange Sales Academy is part of the new vision to deliver outstanding sales performance and customer satisfaction by the Orange Sales and Loyalty team, led by Vice President Jean-Pascal Van Overbeke. Orange is making a substantial investment in the programme further to the commitment made by CEO Tom Alexander for the company to become the best-loved communications brand in the UK.

As part of the sales transformation programme, launched late last year, the extensive initiative aims to motivate and inspire team members, while empowering them with the skills to maximise their potential. The Sales Academy defines a personal career path for individuals whilst managing progress through every step of their journey to deliver top performance.

The launch of the Orange Sales Academy marks a unified approach to talent and development across all channels within the Sales and Loyalty team, which includes sales teams from retail, online, portal advertising, telechannels, indirect and B2B direct. Orange is also revising pay plans and incentives, as well as introducing new reward and recognition schemes as part of the plan.

Orange Sales Academy provides an objective and detailed evaluation of the skills, knowledge and behaviours of sales staff and managers. Training is enhanced by working closely with the internal Talent and Development team as well as external experts in sales performance. Silent Edge has been chosen to be our partner in delivering some key elements of the Academy vision. The focus is on giving managers the skills to become performance coaches and to develop a strong and sustainable in-house training team.

The Sales Academy will kick off with evaluation and training for all Sales and Loyalty staff, and will be followed by ‘sustainability sessions’ that will help to ensure adoption and understanding of the best practice and learnings from the initial training.

The programme provides a personalised training and development experience, and gives staff better visibility of the career opportunities open to them. New initiatives under the Sales Academy include streamlining sales processes and providing sales teams with the skills and techniques to talk customers’ language. This further builds on Orange’s commitment to effectively serve the 21st century customer.

Early last year, Orange created the Retail Centre of Excellence programme which supported a record breaking performance by Orange Retail despite the economic climate. The Centre of Excellence delivers training to sales advisors in Orange stores, starting with a full week induction for full time employees and followed by an eight week fast track programme to become a store manager. It provides an opportunity for all sales advisors to receive up to ten hours of training every quarter. The Sales Academy will complement this programme and take it on another level.

Last week marked the launch of Sales Legends, a programme that recognises outstanding achievements and awards the top 50 performers – the top one per cent – across Sales and Loyalty every month. The top 50 performers for the first half of 2009 will be crowned ‘Sales Legends’ and invited with their partners, to an exclusive VIP event on 16th July. The top three Sales Legends will be exclusively revealed at this event and they’ll walk away with fantastic prizes and the pride of being known across the business as the ‘best of the best’.

Jean Pascal Van Overbeke, VP for Sales and Loyalty at Orange UK commented: “Our vision is to build a world class sales team that is motivated and inspired, and knows how to deliver the right customer experience and return for Orange. We’re making a serious investment in our people and Orange Sales Academy reflects our desire to attract and develop the best salespeople. The Academy will be the place where great sales people are made, and with the tools and guidance from Orange become sales legends.”

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