Embedding a leadership program with EnergyAustralia

‍The challenge

EnergyAustralia wanted to embed a consistent leadership and conversation framework across frontline teams to lift customer experience, sales conversion and employee engagement on its path to becoming Australia’s top contact centre.

Program/Trial design

The program approach focused on:

• A 3-year partnership between EnergyAustralia, YakTrak and GRIST Consulting
• Embedding a leadership and conversation framework across frontline teams
• Supporting leaders to build capability, lift coaching quality and maintain a consistent operating rhythm

YakTrak created a solution that:

• Provided out-of-the-box functionality and an intuitive design that made it easier to embed the framework at scale.
• Gave leaders visibility of adherence and the quality of coaching and development cadence.
• Supported leaders to maintain a consistent coaching rhythm across teams.

The results

• #1 Australian Sales Contact Centre (2020)
• 9% improvement in customer satisfaction
• 13% improvement in employee engagement
• 13% improvement in sales conversion
• Improved visibility of adherence and coaching cadence quality.

What this shows

Embedding a leadership framework, supported by a visible coaching cadence, can drive measurable improvements in customer, employee, and commercial outcomes.

Client perspective

“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