nib: The Journey to #1

nib Health Funds set an ambitious goal to become Australia’s best sales contact centre and partnered with YakTrak Consulting (formerly GRIST) to embed a consistent conversation framework, disciplined coaching rhythms, and calibration across every leadership layer. The result was more consistent, higher-quality member interactions and being named the #1 Australian Sales Contact Centre for three consecutive years.

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Private health insurance

Client

nib Health Funds

Industry

Private health insurance

The challenge

nib set an ambitious goal to become Australia’s best sales contact centre, requiring more consistent, higher-quality customer interactions to lift sales conversion and member experience.

Program design

Contact centre transformation program
Duration: 2-year initial program + 2-year maintenance
Audience: Frontline, Team Leaders, Leaders of Leaders

Included:

  • Conversation framework
  • Frontline and leadership training
  • Coaching framework and operating rhythm
  • Behavioural analytics and calibrations

Operating rhythms:

  • Focus sessions – weekly
  • Huddles – biweekly
  • 1:1 People Time – monthly
  • Side-by-side coaching – weekly
  • Calibration coaching – monthly

Calibrations:

  • Member call calibrations
  • Team Leader/Consultant coaching calibrations
  • Manager/Team Leader coaching calibrations

The program approach focused on

  • Shifting performance improvement away from AHT-led management toward behaviour-led member experience, NPS, and sales outcomes
  • Defining a clear intent-based conversation standard for frontline teams
  • Treating coaching quality as a performance lever, not just a leadership activity
  • Creating consistency across leadership layers through disciplined operating rhythms
  • Building a long-term improvement system that could be maintained beyond the initial rollout

YakTrak Consulting (formerly GRIST) supported the team by:

  • Designing and embedding the frontline conversation framework used to guide member interactions
  • Building the coaching framework and calibration process so coaching conversations were assessed with the same rigour as sales calls
  • Implementing the operating rhythm cadence (focus sessions, huddles, 1:1s, side-by-side coaching, and calibration coaching)
  • Providing behavioural analytics and calibrations to identify strengths and pinpoint improvement opportunities
  • Supporting consistency across frontline, Team Leaders, and Leaders of Leaders through shared coaching standards and routines

The results

  • #1 Australian Sales Contact Centre for three consecutive years
  • Improved sales performance and stronger member experience outcomes
  • Increased employee engagement and retention
  • More consistent member experience regardless of which consultant a member spoke to

What this shows

A behaviour-led, analytics-backed coaching system can improve member experience and deliver sustained, market-leading sales results.

Ready to take the next step?

See how YakTrak connects controls to behaviours and records in one system.

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