Back on track

An Australian utilities company partnered with YakTrak Consulting (formerly GRIST) to get performance back on track after teams slipped back into old habits following an earlier change program. Through an eight-week Test and Learn across three phone sales teams—combining habit formation, behavioural analytics and coaching rhythm—the teams became top performers, with NPS up 24 points.

Utilities

Client

Australian utilities company

Industry

Utilities

The challenge

The business needed to restore consistent, high-quality customer experiences at scale after enthusiasm for a previous behaviour change program declined and teams reverted to old habits, resulting in faltering performance.

Program design

8-week Test and Learn program
Audience: Three phone-sales teamsIncluded:

  • Frontline training
  • Leadership training
  • Coaching framework and operating rhythm
  • Behavioural analytics and calibrations

The program approach focused on

  • Using habit-formation principles (Reminder–Routine–Reward) to make the right behaviours easier to repeat
  • Reinforcing a small set of high-impact micro-behaviours linked to customer experience and sales outcomes
  • Using deliberate practice to rebuild consistency in frontline conversations
  • Tracking coaching quality and consistency to support sustained improvement

YakTrak Consulting (formerly GRIST) supported the team by:

  • Re-establishing clarity around the existing conversation framework so teams could apply it consistently
  • Running an 8-week Test and Learn with three teams to prove the link between behaviour adoption and performance outcomes
  • Using behavioural analytics and calibration to show progress and identify what to coach next
  • Implementing a disciplined coaching rhythm that helped teams rebuild habits quickly

The results

Within eight weeks, the three teams in the Test and Learn became the top-performing teams:

  • NPS up 24 points
  • First Call Resolution up 9.3%
  • Cross-sell doubled

What this shows

Small behaviours, consistently executed, can rapidly restore performance and embed sustainable habits—even after change fatigue.

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