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

Rolling out a coaching program at Bupa

Bupa trialled the YakTrak platform in two underperforming regions to improve visibility of coaching activity and quality. During the trial, coaching increased by 131%, coaching quality improved by 73%, and both regions moved from below target to above target.
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Private health insurance

YakTrak MyFocus

Working with nib Group, the pilot connected Amazon Connect QA/CX assessment with YakTrak MyFocus to help agents track CX micro-behaviours and KPI goals in real time. The MyFocus sales team moved from underperforming the control team by 17% to outperforming it by 27%.
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Private health insurance

nib: The Journey to #1

nib worked with YakTrak consulting to become Australia’s best sales contact centre by shifting from AHT-led management to behaviour-led member conversations. The program embedded conversation frameworks, coaching rhythms and calibrations, supporting nib’s recognition as #1 Australian Sales Contact Centre for three consecutive years.
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Private health insurance

Empowering leaders through experimentation

Through a six-month Little Big Experiment program, five managers used purposeful experimentation, coaching rhythms and deliberate practice to link behaviour change to business priorities. The work supported outcomes including an 11% conversion uplift and projected $800,000 annual productivity savings.
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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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