Roadside Assistance

Objective

‍This client had just completed a program aimed at improving employee engagement by developing a proactive coaching culture. The trial was set up to assess how YakTrak impacted the business’ ability to embed the program and build a proactive coaching culture. 

Success criteria

• Employee engagement​
• Frequency of leadership ​
  interactions with frontline team members​
• Quality of leadership ​
  interactions with frontline team members​

Duration

‍3 months​

Channels

‍Branches ​

Participants

• Group A: 50 Agents using YakTrak​
• Group B: 50 Agents using existing OneNote system (control group)​

‍

YakTrak created a solution that

• Advocated best practice cadence to ensure team members got the time they needed with their leader​
• Customised YakTrak to increase visibility and accountability of leaders to embed the recently deployed proactive coaching culture program

The results

• Adherence to coaching and development cadence:​
• YakTrak group saw an increase in quality observation and coaching (as recorded by senior leaders)​
• Control group no change​
• Employee engagement (ENPS): ​
• Control group negative 66% (no change)​
• YakTrak group positive 20% ​
  (65% improvement)​

What this shows

Embedding proactive coaching behaviours requires visibility, cadence and accountability — all strengthened through YakTrak.

Client perspective

“In summary, thank you for supporting us in our development. I really enjoy the YakTrak personal development centre.”​

“I love how you can see your whole team on the dash. You can also see the progress of other team members with their goals which I find engaging.”​

“I like YakTrak, it’s easy to use. I like how easy it is to access information at any time.”​