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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
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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
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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
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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
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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
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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
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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
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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
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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
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