ABOUT US

The eMatrix platform was developed to assist organisations re-engage with their customers whilst providing staff with the necessary language and communication skills required to have genuine conversations, build rapport and trust, maximise collections, rehabilitate customer payment patterns and better identify vulnerable customers.

We have built the psychology of customer behaviours into our program through:

  • Call listening to thousands of contact centre and collection calls
  • Working with psychologists to understand both customer behaviours and types of stresses experienced by collection staff
  • Researching the impact of behavioural economics – both verbal and written strategies to influence behaviour
  • Profiling over 500 collection and hardship staff for the ideal behavioural traits needed for competent collections. Together with psychologists, we built our own profiling tool, the Collector Profile
  • Attending home visits with our client to help build training for dealing with vulnerable and distressed customers, and
  • Undertaking side-by-side coaching with hundreds of collections staff to build our coaching capability and library of resources

What our team promise when partnering with our clients is:

A spirit of fun

Positive & energising programs

Practical down to earth strategies

Honest conversations

 

100% energy and effort every time

Measurable Results

We work closely with organisations to align training objectives with specific business goals. Results are always the measure of our program’s success. Below are some examples of the measurable results that our programs achieve;

  • Improved collections results, reduced debt.
  • Reduced Average Handling times by asking the right questions, moving to an outcome focus and away from process, supported by techniques to handle ‘derailers’ and objections from customers.
  • Improved customer experience
  • Reduced complaints and escalations
  • Increased first call resolution
  • Improved kept promise rates
  • Increase in sustainable payment arrangements
  • Better identification of vulnerable customers; ensuring the right support gets to the right people
  • More customers successfully graduating through hardship programs
  • Lower re-entry rate into hardship programs
  • Reduced attrition rates; more competent and engaged staff