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.”

Powering Better Coaching: How YakTrak Lifted Customer Satisfaction and Sales

An energy provider used YakTrak in its contact centre to test whether better coaching and development could improve frontline results. Over a three-month trial, the YakTrak group increased customer satisfaction by 25% and achieved sales results 13.75% higher than the control group, showing the clear impact of stronger coaching cadence and leadership activity.

Other

Client

Energy Provider

Industry

Utilities

‍Objective: This client was determined to prove that an increase in the quality and quantity of coaching and development for frontline agents (enabled by YakTrak) improves results.

Success criteria:

Increased coaching and development activity
Customer satisfaction improvement
Sales and revenue uplift

Duration: 3 months

Channels: Contact Centre

Participants: 

Group A: 150 Agents using YakTrak
Group B: 150 Agents using existing SharePoint/ paper-based system (control group)

YakTrak created a solution that:

Aligned with existing coaching and conversation frameworks
Outlined and measured best practice ‘sales cadence’ and leadership activity
Enabled the tracking of both individual and team goals

The results

YakTrak group improved customer satisfaction by 25%. Control group remained the same.
YakTrak group achieved a 13.75% higher sales result than the Control group.
100% of YakTrak group leaders agreed YakTrak helped them improve results.
77% of agents in the YakTrak group agreed that YakTrak led to an increase in coaching and development.
The top four performing sales teams within the YakTrak group were also the top four YakTrak users.

What this shows

Better coaching cadence produces measurable lifts in customer experience and sales.

Client perspective

“YakTrak 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.”

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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?

Powering Better Coaching: How YakTrak Lifted Customer Satisfaction and Sales

Client

Industry

Ready to take the next step?