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Coaching & Call Quality Framework

eMatrix provides support to improve the quality and outcomes of customer conversations to give your organisation the winning edge.


eMatrix has been supporting organisations by facilitating coaching which focuses on the customer conversation, empowering participants with the language to have a respectful and genuine customer conversation.

Coaching takes place at the participant’s workstation and is conducted by an eMatrix behavioural and coaching specialist in a way which encourages participants to improve their conversation skills with key phrases and the best ways to deliver them.

Support for Leaders

Leaders are provided with an independent review of staff capability, skills, behaviours and attitude towards the role. Coaching can also be provided for leaders around ways to facilitate a performance discussion.

Give your organisation the winning edge – learn the language which has the power to grow your brand.


Call Quality Framework

eMatrix has developed and implemented a 6 step program, working with a number of organisations through the journey to improve the quality and outcomes of customer conversations.

How it works

The following 6 step program is designed to establish what a good customer conversation “sounds like”. Stakeholders typically include representatives from Quality, Operations and Learning & Development.

Step 1: The Framework

The Framework

eMatrix provides a base level framework which is tailored to your organisation’s values and operational guidelines. Key stakeholders workshop the vital levers of the call process and feedback linkages between stakeholder units.

Step 2: The Definition Guide

The definition guide

Key stakeholders will be guided by eMatrix in the development of the definition guide based on the key levers of the call process.

Step 3: Alignment


Recorded calls are assessed with key stakeholders to provide a practical understanding of the Call Quality Framework and ensure alignment in the interpretation of definitions.

Step 4: Accreditation


Nominated representatives appointed to the role of Call Quality Assessor are accredited based on the results of call assessments.

Step 5: Coach the Coach

Coach The Coach

Call quality is designed as a coaching opportunity – eMatrix provides training for the delivery of feedback to ensure consistency in the message delivered to staff.

Step 6: Handover


At the conclusion of the process, a formal handover will take place which includes strategies for the long term sustainability of the program.