Improving visibility at Bankwest

YakTrak gave Bankwest real-time visibility into coaching, customer conversations, and conduct risk — helping leaders strengthen support, improve performance, and make coaching evidence easy to retrieve.

Making quality repeatable: how coaching created a consistent customer experience at a big 4 bank

YakTrak helped a Big 4 bank improve coaching consistency across large contact centre teams — reducing handle time, lowering repeat calls, lifting engagement, and strengthening leader capability.

The challenge

The bank needed to make a consistent, high-quality customer experience repeatable across all voice interactions while reducing Average Handle Time (AHT) and Repeat Call Rate, lifting engagement, and reinforcing that Team Leaders’ primary role is to coach.

Program design

Core delivery phase ran over 5 months, with embedding and rollout extending across 18 months (including BAU induction support).

Participants

Australia:

378 frontline
27 Team Leaders
7 Leaders of Leaders
4 Executive Leaders

Offshore:

355 frontline
24 Team Leaders
3 Leaders of Leaders
1 Executive Leader

Total learning time

Australia: Leaders 22 hrs; frontline 2 hrs
Offshore: Leaders 26.5 hrs; frontline 6.5 hrs

YakTrak supported leaders and frontline by

Embedding a simplified, signature set of frontline behaviours to drive consistent customer experience
Building leaders’ tactical coaching skills to link coaching to metrics, performance issues and opportunities
Equipping Leaders of Leaders to coach and support Team Leaders to meet operational objectives
Creating coaching visibility and accountability across both frontline and leadership behaviours

The results

AHT down by an average of 17.4 seconds across 10 teams, despite increasing call complexity
Repeat Call Rate reduced from 25% to 19.6% across teams and was on track to reach the 15% target within the following 6 months
Employee engagement increased
Banker attrition reduced by 22% within the first 6 months
Noticeable uplift in coaching capability and consistency, with tactical coaching happening more often and at a higher quality

What this shows

Consistent coaching rhythms and clear behavioural frameworks can rapidly improve customer experience, performance and leader capability across large, distributed contact centres.

Client perspective

“A distinctive feature of the YakTrak (formerly GRIST) program was its seamless integration with contact centre objectives. Leaders and bankers worked collaboratively to ensure that coaching directly contributed to the success of our broader goals. The coaching journey has translated into tangible improvements in key performance metrics.”

Blogs

Operating rhythm

Our take on contact centre change: trends that matter, behavioural insights in plain English, practical tools to apply, and field notes on what works, what doesn’t, and why.

Back to all topics

Contact centre consulting

Micro-behaviours

Operating rhythm

Contact centre consulting that lifts quality and conversion

YakTrak helps GM Ops teams lift conversation quality, conversion and consistency by turning coaching into a visible, repeatable operating rhythm leaders can run across sites and vendors.

Coaching methodology

Leadership development

Operating rhythm

Coaching vs mentoring in contact centres: which to use when

In busy contact centres, clear definitions and rhythms help leaders choose coaching for near-term performance and mentoring for long-term growth—while YakTrak keeps goals, cadence and evidence visible so change actually sticks.

Coaching methodology

Leadership development

Operating rhythm

Coaching skills: build leaders who build capability

Build leaders who can coach what “good” looks and sounds like—translating KPIs into micro-behaviours, running a simple weekly rhythm, and tracking goals and follow-ups in YakTrak so coaching quality lifts and results stick.

Did something here connect with a challenge you’re working through?

The next step is to look at how the ideas translate into day-to-day practice. Talk with a consultant about your situation or book a demo to see the platform in action.

Talk with a consultant

Book a demo

Improving visibility at Bankwest

‍The challenge

Program/Trial design

YakTrak created a solution that:

The results

What this shows

Client perspective

Not sure what your first step looks like?

Making quality repeatable: how coaching created a consistent customer experience at a big 4 bank

The challenge

Program design

Participants

Total learning time

YakTrak supported leaders and frontline by

The results

What this shows

Client perspective

Not sure what your first step looks like?

Blogs

Operating rhythm

Contact centre consulting that lifts quality and conversion

Coaching vs mentoring in contact centres: which to use when

Coaching skills: build leaders who build capability

Did something here connect with a challenge you’re working through?