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