Embedding a leadership program with EnergyAustralia

EnergyAustralia partnered with YakTrak and GRIST Consulting to embed a leadership and conversation framework across its frontline teams. EnergyAustralia’s goal was to improve its customer conversations and become Australia’s top contact centre.

In three years, EnergyAustralia has reached its goal:

#1 Australian Sales Contact Centre 2020
9% improvement in customer satisfaction
13% improvement in employee engagement
13% improvement in sales conversion.

“YakTrak was a clear standout against other technology solutions due to its out of the box functionality and intuitive design which made it incredibly easy to embed. YakTrak provides an insightful overview of the adherence and quality of our coaching and development cadence.”

– Sean Francis, Engagement and Communication Lead, EnergyAustralia

Shifting culture in an organisation isn’t easy. When Bankwest prioritised moving from measuring outputs to a behavioural approach, they called on YakTrak for support.

Origin Energy had implemented a sales leadership and cultural change workshop across their Retail and Contact Centre business and were looking for a solution to take them to the next level.

When Bupa partnered with YakTrak they were looking for software to support their new leadership coaching program. YakTrak measured the quality and quantity of the coaching the frontline sales staff received.

EnergyAustralia partnered with YakTrak and GRIST Consulting to embed a leadership and conversation framework across its frontline teams.

Hesta needed to identify the skills and behaviours that could improve customer conversations and increase company performance.