Faster, smarter pathways to performance - powered by YakTrak + GRIST

An Australian energy provider partnered with YakTrak + GRIST to strengthen coaching structure and lift conversation quality in a highly regulated regional contact centre. Using a simple coaching rhythm, targeted micro-behaviours, and QA reporting to link behaviour adoption to NPS and repeat calls, the program delivered measurable improvement, including NPS lifts of up to +40 for some agents.

Utilities

Client

Australian energy provider

Industry

Utilities

‍The challenge

Leaders were coaching without a consistent structure in a highly regulated environment, and scripted conversations left agents lacking confidence to hold natural, human conversations.

Program design

  • Duration: 10 months (Feb–Nov 2024), including a separate hardship diagnostic in Oct 2023
  • Participants: ~250 total (230 frontline agents, ~15 team leaders, 2 department leaders)
  • Format: Engage → Design → Deliver & Sustain
  • Coaching structure: 2x2x2 model (focus on 2 agents, coach twice weekly, target +2 NPS lift)

YakTrak created a solution that:

  • Combined YakTrak’s structured coaching rhythm with GRIST’s psychology-led micro-behaviour model
  • Introduced an express ACDC coaching approach with seven foundational behaviours to prevent leader overload
  • Embedded micro-behaviours starting with “Strong statement of assistance” to create early belief and measurable behaviour change
  • Provided visibility into coaching activity, micro-behaviour adoption, and operating rhythm adherence
  • Used YakTrak’s QA assessments and reporting to correlate specific inputs like adoption of “Strong statement of assistance” with shifts in repeat call rate and NPS. 

The results

  • Some agents achieved NPS lifts of up to +40 from a single micro-behaviour
  • AHT reduced alongside stronger call openings and more confident conversations
  • Leaders gained confidence by shifting from reactive troubleshooting to proactive, behaviour-led coaching
  • Consistent YakTrak rhythm correlated with the strongest performance improvements (NPS, repeat call rate) across July–December
  • Senior leaders gained clear visibility of coaching activity and behavioural impact (link cause and effect).

What this shows

Structured rhythms plus targeted micro-behaviours deliver fast, measurable performance improvements.

Client perspective

"YakTrak gave leaders a finger on the pulse - clear data on what was being coached, where it was working, and what to focus on next"

Ready to take the next step?

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