The Behavioural Insights Profile (BIP) is eMatrix’s proprietary behavioural risk, resilience and coaching intelligence tool designed specifically for customer-facing environments.
Unlike traditional personality profiling tools, BIP was developed using real-world customer interactions, behavioural observations, coaching insights, quality assurance outcomes and vulnerability capability data to identify the behaviours that drive performance, wellbeing and customer outcomes.
BIP helps organisations move beyond simply understanding what happened in a customer interaction to understanding why it happened – providing practical insights that support recruitment, coaching, leadership development and workforce wellbeing.
How It Works
1. Measure
Each person completes a short assessment (48 questions) mapped against proven success traits. This is a self-assessment tool. The 6 ideal traits of a high performer that are assessed are:
Empathy
Flexibility
Problem Solving
Maintaining Composure
Assertiveness
Resilience
2. Validate
Profiles are validated through call listening and observation — what people say they do vs what they actually do.
3. Assess
The power is not in individual traits – it’s in how they intersect + the coaching opportunities they create.
Example:
- High assertiveness + low empathy = transactional, complaint risk
- High empathy + low resilience without boundaries = burnout risk and/or vicarious trauma risk
- High flexibility + problem solving = strong discovery and better outcomes
You can now assess why the behaviour occurred.
Example:
This shifts QA from: “What went wrong?” to “What trait caused this — and how do we fix it?”
4. Coach
Leaders use the profile to assess and target coaching based upon: “How do this person’s traits combine and what does that create on a call?”
This provides the tools to assist staff within Capability 5 (Wellbeing) to self select targeted training based upon their coping mechanisms.
Behavioural Intelligence for Leaders
BIP provides leaders with practical insights to:
- Improve coaching effectiveness
- Support staff wellbeing
- Identify development opportunities
- Reduce burnout risk
- Strengthen resilience
- Improve customer outcomes
- Support succession planning
- Increase employee engagement
Rather than taking a one-size-fits-all approach, leaders gain a deeper understanding of what motivates each team member and where targeted support may be required.
Supporting Vulnerability Capability
BIP is particularly valuable in environments where staff regularly interact with customers experiencing:
- Financial hardship
- Vulnerability
- Family and domestic violence
- Poor mental health
- Emotional distress
- Complaints and escalations
The profile helps organisations identify behavioural strengths and potential blind spots that may impact vulnerability identification, empathy, communication and decision making.
Supporting Workforce Wellbeing
The Behavioural Insights Profile is not only a performance tool – it is also a wellbeing tool.
By understanding behavioural tendencies, organisations can better support employees in areas such as:
- Stress management
- Emotional resilience
- Boundaries and self-care
- Burnout prevention
- Vicarious trauma awareness
- Sustainable performance
This creates healthier, more resilient teams while improving customer outcomes.
Applications of BIP
- Recruitment – Identify behavioural traits linked to success in customer-facing roles.
- Coaching – Provide targeted behavioural coaching and development strategies.
- Leadership Development – Support emerging leaders and succession planning.
- Vulnerability Capability – Strengthen customer vulnerability identification and response capability.
- Workforce Wellbeing – Support resilience, wellbeing and sustainable performance.
- Quality Assurance – Link behavioural observations to coaching opportunities.
Better Insights. Better Coaching. Better Outcomes.
The Behavioural Insights Profile helps organisations understand the behaviours driving performance, resilience and customer outcomes.
By identifying strengths, risks and development opportunities, BIP provides the intelligence leaders need to build stronger teams, more effective conversations and sustainable behavioural capability.