Balancing commercial outcomes with the social needs of the customer

 

Empowering staff to have effective, genuine and respectful collections conversations

 

Family Violence Education – Helping vulnerable customers and staff find their path forward

WHAT WE DO

We are a training organisation specialising in collections, vulnerability and family violence programs, helping organisations balance commercial outcomes with the social needs of the customer. We also offer additional support services for the sustainability of our training and coaching programs.

Icon: Training

TRAINING

The highly experienced eMatrix team delivers specialised collections & vulnerability training, helping organisations to balance commercial outcomes with the social needs of the customer.

Ematrix Training Support Tools

SUPPORT TOOLS

eMatrix have developed a number of powerful decision making tools and services designed to support collection teams, leaders and organisations.

Ematrix Training consultancy

CONSULTANCY

eMatrix provide consultancy services in the fields of Collections, Vulnerability, Customer Interactions, Leadership, Dispute Resolution & Difficult Conversations.

Ematrix Speaking

SPEAKING

Jodie is one of Australia’s leading customer engagement specialists who regularly presents at conferences, regulatory workshops, industry forums and corporate events.

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 PEOPLE SAY ABOUT US?

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 Cheesman, Manager Organisational DevelopmentSouth Australia Housing Authority

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 Basman, Collections ManagerToyota Financial Services

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 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 Bayliss, Director Strategic ProjectsAttorney General’s Department South Australia

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 Joseph, Head of Customer OperationsMomentum Energy

OUR CLIENTS