Skip to main content

Collections Training

eMatrix collections training programs have been designed by a team of subject matter experts whose backgrounds include credit, collections and debt purchase, complaints, quality, insolvency, psychology and mental health.  This range of perspective has been built into the eMatrix programs over the past 10 years, constantly evolving to meet the changing collections landscape.

eMatrix offers organisations, both commercial and government, throughout Australia and New Zealand, specialised collections training and coaching programs, through a full range of face to face, virtual and online train-the-trainer programs.

COLLECTIONS TRAINING MODULES

ACCC GUIDELINES

ACCC GUIDELINES
IN COLLECTIONS

  • Identify Commonwealth consumer protection laws that apply in debt collection, including the joint ACCC and ASIC Debt Collection
  • Guidelines for collectors and creditors
Up to 1.5 hours
COLLECTION CONCEPTS

COLLECTIONS
CONCEPTS

  • Identify the skills and behavioural traits that are ideal for collection and hardship roles
  • Understand contributing factors to people not paying their bills
  • Identify the balance in philosophy behind commercial outcomes and needs of the customer
Up to 1.5 hours
WILLINGNESS VS CAPACITY

WILLINGNESS
VS CAPACITY

  • Understand why people avoid paying and the emotions people attach to debt
  • Identify the difference between a customer’s willingness and capacity to pay
  • Learn the best approach to adopt for each
Up to 1.5 hours
ASKING FOR THE MONEY

ASKING FOR
THE MONEY

  • Avoid the 6 opening call killers in collections
  • Ask for the money with a confident and respectful approach
  • Based on the customer’s history, know how to adapt your approach
  • Learn the power of the pause
Up to 1.5 hours
QUESTIONING TECHNIQUES

QUESTIONING
TECHNIQUES

  • Know what to say when a customer says “I can’t pay”
  • Learn the art of discovery
  • Know what questions to ask and how to ask them – listen for and act on triggers
Up to 1.5 hours
MAXIMISING PAYMENT

MAXIMISING
PAYMENT

  • Use positive and negative timelines to maximise your repayments
  • Learn to manage habitual defaulters vs first time defaulters
  • Learn how to say no and provide alternative options
  • Explain the consequences of non-payment in a meaningful way
Up to 1.5 hours
Navigating objections

COMMON OBJECTIONS
TO PAYING

  • Overcome the most common objections in collections
  • Understand empathy and apply it to common frustrations/situations
  • Use effective communication techniques based on behavioural psychology
Up to 1.5 hours
SELLING THE BENEFITS

SELLING
THE BENEFITS

  • Use ‘seasoned’ language to influence the customer to maximise repayment
  • Weave in benefits, impact words, action and purpose statements to maximise your repayments
  • Set your customer up for success
Up to 1.5 hours

FACE TO FACE & VIRTUAL TRAINING

COLLECTIONS TODAY IS A JUGGLING ACT

Front line collection staff are now in a role where more than ever they are expected to balance commercial outcomes, including increased compliance and governance, with the need to identify and provide support to those experiencing financial difficulties.

TRAINING PROGRAMS AND SUPPORT

The training programs we deliver, range from full day programs, to larger scale projects where behavioural change is required.  These can include eMatrix supporting the programs through coaching, call quality and leadership development.

SUPPORTING ORGANISATIONS TO BALANCE THESE NEEDS

The eMatrix team supports organisations build their capability to balance these needs.  The eMatrix philosophy is simple – Build trust with your customer, earn the right to ask the right questions and have a respectful conversation.  The best solution will follow.  It may not always be the one that makes the customer happy for today.

CUSTOMISED TO YOUR ORGANISATION

The training is customised to suit the unique opportunities your organisation is looking to address from cultural change, onboarding, improved financial outcomes, improved customer engagement and better support for customers or for upskilling existing teams and refreshed strategies for managing debt portfolios.

TRAINED BY YOU

HOW IT WORKS

Designed as leader led, we train you how to run these in house. Each module runs for up to 1.5 hours.

WE MAKE IT EASY THROUGH FLEXIBLE OPTIONS

  • Subscribe annually or buy outright
  • Purchase one or more modules, a series or the full catalogue
  • Access the content from the eMatrix Learning Portal or download into your own Learning Management System
  • Deploy now as is, or customise the content
  • We can train groups for you

INCLUDED

  • eMatrix Master Class – nominated leaders /stakeholders are trained in delivering content, face-to-face or virtually
  • Instructor Guides
  • Quick Reference Guides for staff
  • Access to our Positive Vibes – morning huddle starters for teams to stay motivated and connected

THE EMATRIX LEARNING CATALOGUE

DESIGNED BY AUSTRALIAN TRAINERS

These courses are designed by Australian trainers to ensure all training is geared to the nuances of Australian culture, how we engage with each other and our expectations of organisations, as customers.   Knowing too, that taking time away from work is challenging for organisations, and that our concentration span in these hectic times is limited, the content is designed to be run as short team workshops, through multi-media, discussions and examples of practical application, supported with Instructor and Quick Reference Guides.

COVID-19 RELEVANT

Material is COVID-19 relevant, with modules ready to deploy for upskilling staff in how to deal with vulnerability and manage their own mental health and wellbeing at work.   We also provide best practise tips and tricks for virtual delivery.

CUSTOMISED TO YOUR ORGANISATION

Our Melbourne based team are easily able to support organisations with the rollout of the courseware, with a 48 hour turnaround for access to our courses. We have made it easy through flexible options.