First-class behavioural change program yields results
EnergyAustralia partnered with YakTrak Consulting (formerly GRIST) on a three-year micro-behavioural program to embed better customer conversations and stronger sales habits in its phone sales contact centre. By combining habit formation, behavioural analytics, and consistent coaching rhythms, EnergyAustralia was ranked #1 Australian Sales Contact Centre (2020), outranking 60 contact centres.
The challenge
Energy Australia wanted to become a world-class retailer by improving sales performance and customer conversations, and needed an engagement program that would embed industry-leading practices into daily frontline habits.
Program design
3-year micro-behavioural program
Channels: Phone sales
Included:
- Frontline training
- Leadership training
- Coaching framework and operating rhythm
- Behavioural analytics and calibrations
The program approach focused on
- Targeting specific micro-behaviours that drive quality customer conversations and sales
- Embedding habit formation using the reminder–routine–reward (3Rs) model
- Building a coaching mindset supported by consistent rhythms and visible behavioural analytics
- Taking a deliberate long-term approach to ensure sustainable practice rather than a short-term initiative
YakTrak Consulting (formerly GRIST) supported the team by:
- Identified high-impact micro-behaviours and tracked them across teams
- Integrated behavioural analytics to show the gap between current and desired behaviour, and what was needed to close it
- Embedded consistent, high-quality coaching conversations via a structured operating rhythm
- Ensured best practice was ingrained through deliberate practice, not isolated training moments
The results
- Energy Australia was ranked #1 Australian Sales Contact Centre (2020), outranking 60 contact centres
- The program helped prove the concept that small behaviours, consistently done well, produce exceptional results (“excellence by degrees” in action)
- Teams built a shared understanding of the drivers of current and desired behaviours and results, the gap between the two, and what needed to be done to close it
- A coaching mindset was embedded more broadly across the business, supporting long-term, sustainable performance improvement rather than a one-off training initiative
- Energy Australia created an environment where staff came to work to have exceptional customer conversations because they were engaged, developed, and respected
What this shows
Small, consistently executed micro-behaviours can deliver exceptional, long-term performance outcomes.
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