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.”

Policies

Need clear, verifiable policies on privacy, data handling, accessibility and responsible tech?

Clarity builds trust. This page brings together YakTrak’s policies so you can confirm how we handle privacy, data and YakTrak-powered AI responsibly, then jump straight to the document you need.

Book a demo

Book a discovery call

What you’ll find

Privacy

How personal information is collected, stored and deleted.

View policy

Security & data handling

Retention, deletion, residency and data-subject requests.

View policy

Accessibility

Conformance targets and assistive-technology support.

View policy

Next steps

Now that you’ve reviewed the key policies, the next step is to explore fit, clarify anything still outstanding, or share this with the people involved in the decision.

Book a demo

Free discovery call

Share with a decision maker

Thought you might find this interesting.

YakTrak focuses on making it easier for teams to be clear on what “good” looks like and to see progress over time — which helps leaders coach more consistently.

Happy to discuss.

{url}

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?

Policies

Need clear, verifiable policies on privacy, data handling, accessibility and responsible tech?

What you’ll find

Privacy

Security & data handling

Accessibility

Next steps