Back on track
Delivering consistently high-quality customer experiences at scale is no easy feat. While those who work in customer-facing roles genuinely want to help people, day-to-day demands can nudge teams off target.
We used habit-forming, coaching and behavioural analytics to help this Australian utility company get back on track and deliver consistent excellence for their customers.
The previous year...
The client had undertaken an extensive behaviour change program to establish a coaching culture and incorporate a best-practice conversation framework. Despite impressive gains initially, focus and enthusiasm waned and people fell back to old habits. This was reflected by faltering results.
What to do?
We needed to make habit formation easy and demonstrate that sticking to the conversation frameworks led to positive outcomes. An eight-week Test and Learn with select teams proved the concept that these small behaviours consistently done well-produced exceptional results. Excellence by degrees in action!
Approach
Grist implemented a detailed micro-behavioural approach that included identifying micro-behaviours, assessing conversations, ingraining micro-behaviours as habit and tracking the quality and consistency of coaching conversations.
Results
These three teams needed to improve performance. Within eight weeks they became the top-performing teams:
NPS: up 24 points
First call resolution: up 9.3%
Cross-sell: Doubled
Client
Australian Utilities Company
Channel
Phone sales
Approach
Test and Learn
Audience
Three teams
Duration
8 weeks
Purpose
To embed habit-forming practices that would ensure widespread adoption of the right behaviours.
Deliverables
Frontline training
Leadership training
Coaching framework & operating rhythm
Behavioural analytics & calibrations
Theories used
Habit formation: Reminder, Routine, Reward (3Rs)
Deliberate Practice
Trial & Error
Aggregation of Marginal Gains