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WHAT WE DO

We are a training organisation specialising in collections, hardship, vulnerability, family violence, well-being & resilience programs. We help organisations balance their commercial outcomes with the social needs of the customer and the well-being of their staff.

Collections Training

Vulnerability Training

Hardship Training

Family Violence Training

Popular Supporting & Specialist Training:

Wellbeing & Resilience

Leadership & Communications

Customer Engagement

Suicide Awareness

PACKAGES

Express Upskill Masterclass

It’s like having your own expert working through the content with you.

  • Self-paced training
  • Bite-sized – 30 minutes or less
  • Engaging sessions

Capability Uplift Program

8 steps, 12 months to alignment.

  • Coach the coach
  • Communication upskill for leaders
  • Call quality alignment
  • Induction & onboarding program review
  • Sustainability roadmap

Let’s Reignite Your Collections, Vulnerability and Hardship Training Programs Today!

Send us a message or call us on +61 438 391 500

EMATRIX IN NUMBERS

100

Years

Combined collections experience

500

Profiles

Collections staff behavioural profiles completed.

750

Sessions

Total number of coaching sessions.

300

Clients

Trained in Australia & New Zealand.

WHAT’S NEW

Staff Behavioural Profiling

More organisations are adopting staff behavioural profiling, often as part of their recruitment process but not much attention has been paid in the past to the behavioural traits of a good collector. Our self-assessment tool, is designed for helping to identify training and coaching needs. It is also a powerful recruitment tool as you gain an extra layer of behavioural insight into potential candidates.

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COACHFit

Leaders want to resolve workplace issues, behaviours, problems, etc. This often comes from leaders’ lack of confidence and skill around coaching conversations. CoachFit is a practical coaching program for leaders.

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WHY OUR CLIENTS KEEP COMING BACK…

Not only was the training engaging, entertaining and enlightening, but I have never seen this level of effort and importance placed on the post-training coaching and follow up. I believe this is invaluable as it is one thing to learn new skills, it's another to ensure they are being utilised correctly and effectively. In my opinion, this stands out as totally, the best course (and facilitators) I have ever participated in.

Debt Management BranchDepartment of Human Services

Thank you, Jodie and the team at eMatrix for your partnership with us at a very pressured time to support our delivery of Family Domestic Violence Provisioning. Your expertise, compassion and commitment to supporting our business, people and customers were phenomenal! You made a difficult and challenging delivery solution seamless and the results were outstanding.

Business Readiness & Capability ManagerOrigin Energy

eMatrix were engaged to help staff detect affordability issues with customers and give us the best chance to intervene early and provide sustainable solutions. Content was based on real life experience and the facilitators were consistently engaging. The investment will pay for itself as customers feel our solution-based approach and our organisation maximises our commercial returns.

Paul, Head of Customer OperationsMomentum Energy

eMatrix played an important role in a key initiative to reform the fines collection and enforcement process within South Australia. I found the team excellent to partner with bringing real life experience and knowledge to our extensive change management program, policy development (particularly on successful collection strategies) and service delivery focus – they had a passion that was infectious!!!!

Scott, Director Strategic ProjectsAttorney General’s Department South Australia

Our Collections Team were trained by eMatrix in customer engagement and collection techniques. After the training, we created call scripts and quality checklists based on the principles presented. This resulted in reduced service handling times and freed resources for outbound calls on unpaid accounts. If you are serious about maximising your productivity and protecting your brand, these courses are a must.

Mark, Collections ManagerToyota Financial Services

The Hardship & Vulnerability training has been so well received by our employees. It has provided a great platform to communicate about the new challenges we are facing in this space and equips our teams with new skills and strategies to better deal with these. The training is well structured, informative, and a lot of fun.
The team at eMatrix delivered a robust and knowledgeable train-the-trainer, really demonstrating why they are leaders in the Hardship space. They provided us with after training support to really ensure that our team was confident in delivering the content. This set us up for absolute success.

Michael, Learning & Development ManagerRed Energy

The eMatrix team have a wonderful engaging manner, their enthusiasm and knowledge drew us all in to think, participate and open our minds to the bigger picture of ourselves, other colleagues, and connect with the course content to bring added knowledge

Debt Management BranchDepartment of Human Services, Australian Government

The eMatrix team’s strong experience and background in psychology is evident in both knowledge and delivery and shines through as they manage the room and audience when discussing difficult content.

Retail Service Improvement & Response ManagerErgon Energy

eMatrix has transformed how we engage our customers about debt. Our staff are now confident to address objections and de-escalate potential conflict with customers. Staff are also using their understanding of a customer’s willingness vs capacity to pay to set up sustainable payment arrangements. eMatrix developed and delivered a dynamic program for SA Housing Authority delivering measurable results.

Janette, Manager Organisational DevelopmentSouth Australia Housing Authority