Case studies & success stories

Private health insurance

Proof matters. See real outcomes by industry — what changed, how fast and what it took. Scan before-and-after shifts tied to AHT, FCR, NPS, conversion and compliance, then pick the next step that fits your context.

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Before and after results linked to AHT, FCR, NPS, conversion and compliance.

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Private health insurance

YakTrak MyFocus

MyFocus is a YakTrak platform feature that connects QA/CX assessments to performance data and creates a simple, daily improvement pathway. It links what you want to improve (the KPI), with how you improve it (the specific micro-behaviours that drive it), and makes progress visible for agents and leaders in the YakTrak platform.‍
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Private health insurance

Rolling out a coaching program at Bupa

By making coaching activity and quality visible, Bupa lifted performance in two regions—driving a 131% increase in coaching and moving results from 78% → 117% and 88% → 101% of target.
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Private health insurance

nib: The Journey to #1

A behaviour-led coaching system helped nib make great member conversations repeatable—delivering the #1 Australian Sales Contact Centre ranking for three consecutive years, alongside stronger sales performance and engagement.
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Private health insurance

Empowering leaders through experimentation

Purposeful experimentation and a simple coaching rhythm helped a major health fund lift conversion by 11% and project $800,000 in annual productivity savings through reduced AHT and stronger objection handling.
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“YakTrak (formerly GRIST) will turn the leaders of your business into better leaders. They do this by ensuring that your leaders are focusing on the things that are going to make them better. They won’t just tell you what you want to hear.”

Rhod McKensey, CEO, Honeysuckle Health (formerly Group Executive, nib)

“YakTrak (formerly GRIST) have built our commercial capability without using a hardcore sales approach. We’ve had our people give us feedback that it’s the best program they’ve been through.”

Julie Bingham, Head of Member Services, QSuper Group

“The people that we’ve worked with have been amazing. YakTrak Consulting (formerly GRIST) have a level of transparency and honesty that, for me, is critical.”

Julie Bingham, Head of Member Services, QSuper Group

“For us, it’s YakTrak’s (formerly GRIST) ability to collaborate and develop bespoke solutions that set them apart. They take on our ideas and objectives in a respectful, mature and synergistic way.”

Ross Miller, General Manager, St George Retail Bank

“I would say one of the many benefits of working with YakTrak Consulting (formerly GRIST) is that they give you a framework that is repeatable and measurable. Plus it’s easy to put it into practice.”

Jessica Redman, Organisational Development Manager, nib

“The power of YakTrak’s (formerly GRIST) analytics is remarkable because it’s so personalised to your organisation and it’s backed by a really robust body of research. The research they do means they can really get to the heart of you and your business.”

Jessica Redman, Organisational Development Manager, nib

“If the regulators came to us and said ‘show us your coaching evidence’ we’d be able to pull it out of YakTrak. YakTrak helped us build risk awareness.”

Leisl Banfield, Change Manager, Bankwest

“The YakTrak platform clearly improved both the frequency and quality of our coaching. Without YakTrak we would not have moved the dial as far as we did and improve the quality of the conversations our agents are now having with customers.”

Cameron Geason, Group Manager, Inbound Sales, Origin Energy

“We have seen a massive improvement in terms of making the conversations we are having easier, it’s a doorway to better conversations.”

Chen Tang, Team Leader, Link Group

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

Bupa

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