The "best years on record” for the New Zealand Automobile Association

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The NZAA is the oldest and largest motoring club in New Zealand.

“We’re having our best years on record because of BravaTrak.

“In the first year after implementation, we had our best year on record, which we beat again in the second year, with every region achieving more than 100% of their targets. We couldn’t have achieved these changes and this success without BravaTrak.

“4 years after implementation, the principles were still embedded in our culture, enabling us to complete one of the best years ever in the history of the NZAA in terms of sales and service results. Overall, the Centre Network achieved 106% of target, which can be directly attributed to BravaTrak.

“Even 6 years after implementation, we continued to achieve consistent financial results with every region exceeding sales targets.

“BravaTrak creates results which are immediate and tangible. Implementing it has had an amazing impact on sales, staff morale and retention and on the whole culture of the organisation. I really think the missing link has been found with this system.

“You come across a lot of programmes which are here today and gone tomorrow. But BravaTrak ensures there is on-going benefit from the effort involved.”

“The principles taught are simple, and created immediate improvements in our sales. Because of this, they’re now part of our sales management process.”

“In the first week after implementation, sales increased 17%. Two months after, sales were up by 27%, and rising. Some sites are well over 100% of target and even the lowest performer is only a few points off target. In the first year, we exceeded our sales target.”

“The significant turnaround in the leadership performance of our Team Managers in six months was unexpected and amazing.”

“BravaTrak has helped us to achieve our service delivery targets.

“Historically, we’ve been a poor performing division, but BravaTrak has helped to turn that around.

“We’ve been chasing a customer service metric for 3 years. BravaTrak helped us achieve it for the first time in October 2015, and again in November 2015 – which indicates that there’s been a sustainable productivity improvement.

“This service delivery improvement has meant our staff are more productive, enabling us to reduce our headcount. We’ve reduced our headcount by 8 Full Time Equivalent (FTE) staff. As a result, there’s been an annual employee cost saving of $400,000.

“We run a business wide employee engagement survey every 2 years. When we ran the survey in late 2013, engagement for our division was among the lowest in the business. Since we started using BravaTrak, engagement has increased significantly. When the business wide engagement survey was run again in September 2015, engagement for our division rivaled that of the senior leadership team – traditionally the most highly engaged group in the business.”

“The service metric of After Call Work (ACW) dropped by 9 seconds in my team after I started using Blair’s approach.

“Before working with Blair, I wasn’t meeting my Average Handling Time KPI, as my team members weren’t meeting theirs. The wider impact was that NZAA members had to wait longer to get their calls answered so there was a negative impact on the service level.

“After I started implementing Blair’s approach, within 3 months there was a reduction in After Call Work by 9 seconds. Call volumes in October and November were higher than ever before. I credit working with Blair to enabling me to help my team rise up and handle these call volumes without major impacts on our service levels; therefore reducing the need for temporary staff hiring.

“Team morale is higher than before, and the way team members see me has improved, leading to higher discretionary effort. Team members are now sending me email and making comments about how happy they are and how proud they are of achieving their results.

“There’s now improved team cohesiveness, and a we all have a stronger bond on a personal level. There is less tension, pressure, and stress in the team, making it a healthy environment for everyone to perform well. I wouldn’t have been able to achieve this without applying what I learnt from Blair daily.”

“I started using BravaTrak when I was a Team Manager. I was always told by my immediate manager that I was doing a good job with my team, so I didn’t think it could could teach me much. Man I was in for a surprise!

“I’ve always been a bit apprehensive in doing courses which are online, as I love the face-to-face interaction. But I knew how good the coach Blair Stevenson was, since I had attended a one-day course he’d facilitated few years back. The things I learnt from that course are still stamped in my memory.

“I am currently the Contact Centres Manager and I have a team of 12 Team Leaders who report to me. I have a very high performing team who love their job and love coming to work. This has all been possible due to what I learnt and put into practice from BravaTrak.”

“BravaTrak works so well because it makes managers focus on the behaviours which lead to sales rather than just on the results – if sales results are down, we can go through and work out why.

“It fits well with the sales management we had in place, so buy-in wasn’t an issue with staff or managers. It provided the links between the different components, and gave managers a map to ensure that their people were doing what was expected of them.”