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WHAT OUR CLIENTS SAY…

CLIENT TESTIMONIALS IN DETAIL…

HSBC

Alicia Fung
Customer Enhanced Care Manager

Flo Energy

Daniel Oliver
Flo Energy

Women in Credit Risk & Collections

Sasha Close
Founder

Alinta Energy

Todd McDonald
Vulnerable Customer Manager

ARMA Group

Nikki Dennis
Sales Director

IN THEIR OWN WORDS…

These courses are a must.

“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 reduced service handling times and freed resources for outbound calls on unpaid accounts.
These courses are a must if you are serious about maximising your productivity and protecting your brand.”

Collections Manager, Toyota Financial Services

…An absolute game-changer.

“I think that perfectly encapsulates why we’re so excited about this partnership & continuing the work into the new year. We know that this is going to materially improve the experience our customers receive & also uplift the well-being of our team members who provide this support day in and day out.
And if you think even more broadly, that means greater advocacy across the community, it means less stress being taken home to families by our direct customers, and it means our team members – ideally – are the best versions of themselves for their friends and loved ones. The ripple effect based on the scale of our teams / volume of customers we help cannot be underestimated.”

Collections EM, Commonwealth Bank

Fabulous intensely tailored “partnershipping’.

Demonstrating an intimacy of our business needs, challenges and opportunities that has been unparalleled. Creating clearer capacity for our people on what successful leadership looks like and confidence in our leaders that they have the capability to lead and support our staff in a challenging business environment.
I have learnt so much from you and our staff while on this journey. It continues to challenge me but it is so rewarding when I can see their confidence, they feel supported and they are happier do the work! It’s been a great partnership all round. Thank you.”

Director – South Australian Housing Authority

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