Manage conduct risk with coaching and accountability
Conduct risk improves when leaders can see what’s happening in conversations and keep a clear rhythm for coaching and remediation. YakTrak helps teams spot risk behaviours early, coach the specific actions that matter and track remediation end to end with visibility, transparency and accountability. Leaders get clarity, employees get support, and organisations get confidence through evidence and audit trails.
Manage conduct risk with YakTrak
YakTrak supports conduct risk management, providing strong visibility over the conduct of your people with tools that help to mitigate risk and remediate breaches with coaching.
Improve your conduct risk management
Manage conduct risk by gaining superior visibility and insights into what your teams are doing
- Obtain critical insights over the conversations your frontline is having with customers
- Identify the key areas that require immediate coaching and development
- Give senior management the insights into breakdown reporting and trends over time
- Support risk assessment with critical reporting functionality
- Understand your organisation’s conduct risk volume details and risk categories
- Accurately track behavioural outputs and conduct risk remediation activities
Reduce conduct risk
Close capability gaps and improve performance
- Create workflows that mitigate conduct risk and remediate breaches with coaching
- Establish a consistent rhythm for coaching to improve capability and outputs
- Develop the conduct that you want to see
- Track goals, measure behaviour and easily report to refine coaching to maximise outcomes
- Support consumer interests with employee coaching and customer remediation workflows
Set your business up with unique real-time reporting
Powerful software to improve conduct risk outcomes in your business
- Customise dashboards to understand what your teams are doing
- Easily access powerful audit trails and workflows that are important to your company
- Gain access to real-time reporting for conduct risk assessment and regulatory compliance
- Bring all development activity, forms and documentation into the one place for oversight over performance and conduct risk
- Give senior managers the knowledge and tools to improve outcomes
Engage your employees
Improve employee experience and your workplace culture
- Reduce conduct risk by lifting engagement and creating a collaborative culture focused on improvement
- Empower people to take control of their own learning and goals
- Easily integrate YakTrak with your company
- Reward good conduct
- Reduce attrition by providing time for leaders to coach and develop their people
Join some of Australia’s best-known brands
Legal and regulatory requirements are changing constantly. Software that evolves and changes as quickly as your firm does is imperative. YakTrak workflows require minimum time and effort to set up and maintain and our rapid ideation process means you’ll get a solution quick smart.
YakTrak is the choice of large and medium companies with customer-facing employees providing:
- innovative UI that supports daily usage
- APIs to support integration needs
- Single sign-on (SSO) that reduces log-in fatigue
- safety and security using Australian-based data centres (or international locations as required)
- data leakage prevention (DLP) to ensure sensitive information is adequately protected
YakTrak’s conduct risk software leverages industry best practice. We’re committed to staying up to date and as YakTrak’s user base grows, we incorporate feedback so you benefit from everything that we’ve learned.
Frequently asked questions
Got questions? These FAQs explain what YakTrak is, how it fits, and the outcomes to expect so you can choose the right pathway with confidence.
Frameworks include:
- identification of drivers
- service delivery models based on organisational values and incorporating regulatory requirements
- appropriate training and development opportunities
- a conduct risk assessment process designed to reduce risk exposure
- measurement and monitoring of conduct risks, including a risk register
- processes to report risk and address conduct risk breaches
- reporting on conduct risk and corrective actions and remediation measures
- It's a challenge to get the balance right between having amazing customer-centric conversations and using preventative measures.
- A risk management system or framework can be seen as a set of tick-the-box activities or even have a negative effect on a workforce that feels anxious about getting things right.
- Implementation of conduct risk assessments can also lead to unintended consequences (for example, robotic conversations that are highly scripted may lead to consumers feeling as though they are not being listened to).
- This is where an engaged workforce and a culture of integrity can help ensure compliance. YakTrak helps organisations close performance gaps through regular employee coaching to support and engage employees and mitigate risk.
YakTrak tracks the goals you want to see, creating a practical way to measure and monitor key conduct, remediate where necessary and reward good behaviour.
- Dashboards provide real-time reporting
- Audit workflows ensure records are kept for regulators and HR teams
- Identification of key risks enable targeted coaching and development
- Remediation is supported through YakTrak's coaching software
Let's look at an example for a contact centre with 4,000 sales employees.
- Management starts by defining the risks it seeks to avoid and the behaviours it wants to see and builds them into an observation workflow in YakTrak.
- An observer listens to a staff member interaction with a customer and enters the details of outcomes into YakTrak. YakTrak springs to life behind the scenes and gets to work.
- The observer enters details indicating a breach.
- The form is then sent to multiple users within YakTrak for further action:
- the employee's leader, to advise of the event identified and coaching requirements. The team leader will then coach the employee and track the outcome in the YakTrak workflow.
- the customer remediation team, who then contacts the customer with the correct information, and documents the outcome in YakTrak.
- the governance team, who will then document the contact to the regulator if required.
- The observation team keeps track of all interactions using its very own status dashboard providing an overview and real-time status update of all open risks identified.
Breaking policies into small, observable steps makes it easier for leaders to coach consistently and verify improvement. When agents practise one behaviour at a time and leaders confirm it on tagged calls, teams build application cycles that compound into stronger customer outcomes and fewer repeat breaches.
Ready to give YakTrak a go?
Get in touch and we'll give you a tour around YakTrak.