Making quality repeatable: how coaching created a consistent customer experience at a big 4 bank
A Big 4 Australian bank partnered with YakTrak to create a more consistent, high-quality customer experience across its onshore and offshore contact centres. By embedding clear frontline behaviours and stronger coaching capability over a five-month core program, the bank reduced Average Handle Time by 17.4 seconds, lowered Repeat Call Rate from 25% to 19.6%, increased employee engagement, and cut attrition by 22% within six months.
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.”
Ready to take the next step?
See how YakTrak connects controls to behaviours and records in one system.