From Underperforming to Exceeding Targets: How YakTrak Transformed Coaching for a Health Insurer

Objective: based on employee engagement surveys, this client wanted to improve the quality and quantity of leadership interactions with frontline team members. The trial set out to assess YakTrak’s impact on the quality and quantity of coaching and development activity.

Success criteria:​

• Frequency of coaching, meetings, goal setting​
• Improvement in quality of coaching interactions​
• Improvement in team member perception of coaching and development activity provided by their leader

Duration: 3 months​

Channels: Branches ​

Participants: ​

• Group A: 150 Agents using YakTrak​
• Group B: 150 Agents using existing excel/email-based system (control group)

YakTrak created a solution that:

• Aligned with existing coaching and conversation frameworks​
• Outlined and measured best practice leadership cadence and activity​

The results

Compared to the control group, the YakTrak group achieved:​

• 131% increase in behavioural coaching​
• 101% increase in team meetings​
• 161% increase in goals set​
• 83% of Agents in the YakTrak group reported an improvement in quality of coaching conversations while no significant change was seen in the control group.​

Two (out of three) regions using YakTrak moved from underachieving to exceeding performance targets while no significant change was seen in the control group.​

What this shows

Clear coaching cadence and behavioural visibility dramatically improves leadership effectiveness and frontline capability.

Client perspective

“My team all have clear visibility over their key actions, and I am always up to date with my coaching now.”​

“Working with YakTrak has been a pleasure. They’re always open to questions, quick to respond and more than happy to take time to educate us on how to get the most out of the platform.”​

“YakTrak is convenient and efficient compared to previous systems we have used that take up too much time.”​