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.”

Increasing customer satisfaction at Origin Energy

Origin Energy partnered with YakTrak to validate impact through a three-month A/B proof of concept, improving coaching consistency across Retail and Contact Centre teams. The YakTrak user group achieved a 41% increase in customer satisfaction (NPS) and a 13.75% increase in sales output, with 100% of leaders strongly agreeing that YakTrak helped improve results.

Utilities

Client

Origin Energy

Industry

Utilities

The challenge

Origin Energy had implemented a sales leadership and cultural change workshop and needed a solution to lift customer satisfaction and sales performance, while improving the consistency of coaching across Retail and Contact Centre teams.

Program design

YakTrak designed a three-month A/B proof of concept (YakTrak users vs non-users) that:

Measured changes in customer satisfaction and sales output across both groups
Captured leader and user feedback on changes in coaching frequency and quality.
Gathered leader and user feedback on the impact of YakTrak

YakTrak created a solution that:

Made the frequency and quality of coaching more visible and consistent
Supported leaders to increase coaching consistency across teams
Provided a structure that helped lift development conversations
Enabled measurable comparison between YakTrak users and the control group

The results

41% increase in customer satisfaction (NPS) in the YakTrak user group (no notable change in the comparison group)
13.75% increase in sales output in the YakTrak user group (no notable change in the comparison group)
100% of leaders strongly agreed YakTrak helped improve results
77% of users agreed YakTrak increased coaching and development
Ongoing adoption: YakTrak now supports 1,500 retail agents across the network

What this shows

A structured coaching system, validated through an A/B proof of concept, can lift customer satisfaction and sales output.

Client perspective

“The YakTrak system clearly improved both the frequency and quality of our coaching. Without YakTrak, we would not have moved the dial as far as we did with NPS and improve the quality of the conversations our agents are now having with customers.”
— Cameron Geason, Group Manager, Inbound Sales, Origin Energy

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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?

Increasing customer satisfaction at Origin Energy

Client

Industry

The challenge

Program design

YakTrak created a solution that:

The results

What this shows

Client perspective

Ready to take the next step?