Early warning system leads to consistent performance improvement

The challenge

Support conversations with members had begun to decline, limiting opportunities to help more members explore the free services included in their membership. Hesta needed consultants with stronger capability and confidence to initiate secondary conversations.

Program design

• Eight-week program delivered in partnership with GRIST Consulting
• Early warning system used to pinpoint key behaviours, leadership activity, and consultant development needs
• Additional coaching provided to build consultant capability and improve consistency

YakTrak created a solution that:

• Set up an early warning system to identify the behaviours and development priorities linked to stronger member conversations.
• Provided additional coaching over eight weeks to support consultant skill development.
• Improved visibility of the quality and quantity of leadership and customer interactions.
• Supported more consistent leadership activity to reinforce behaviour change.

The results

• 116% improvement in member referrals to learn more about their membership
• 39% improvement in the quality of customer interactions
• A lift in the quality of referrals
• Significant and sustained improvement over the eight-week program

What this shows

Targeted behaviour identification and coaching can quickly improve conversation quality and increase member engagement with support services.

Client perspective

“We have seen a massive improvement in terms of making the conversations we are having easier, it’s a doorway to better conversations.”— Chen Tang, Team Leader, Link Group