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Consultancy

CONSULTANCY

The eMatrix team provide a variety of Consultancy & Advisory services to organisations specialising in the fields of Collections, Vulnerability, Customer Interactions, Leadership, Dispute Resolution & Difficult Conversations.

DIAGNOSTIC REVIEW

eMatrix provide on-site diagnostic reviews to organisations incorporating gap analysis, review of polices & procedures, staff interviews and facilitated leadership workshops. We work closely with key stakeholders to create consistency and buy-in across the organisation. Training and coaching solutions are then tailored and aligned to business objectives.

The below is an example of the activities that may be undertaken as part of a diagnostic review.

Diagnostic
Review

Activities to be undertaken include:

  • Review of policies/processes/quality framework/tailored assistance/customer service charters/values
  • Staff interviews
  • Call review including current capabilities and efficiencies
  • Gap analysis of soft skills training requirements through call monitoring – side-by-side and/or remote
  • Review referral and escalation points/processes within organisation eg. Between credit/contact centre/customer service/specialised teams
  • Review performance measures and available analytics

Leadership
Workshops

Facilitated workshops to:

  • Present report and findings from review
  • Align training to business goals
  • Define measurable outcomes/benchmarking
  • Link training to quality framework/regulatory changes/legislation
  • Ensure alignment of understanding of new regulatory or legislative changes
  • Create consistency in processes/approach/goals across organisation
  • Develop roadmap for sustainability

Design &
Development

Following the review and workshop:

  • Training program to be designed for review
  • Training booklet designed for all attendees
  • Toolkit developed (quick reference guide)
  • Policy guidance
  • Development of IT support tools – bespoke online learning/knowledge databases/support compasses

Training, Coaching and Leadership programs
(Insourced Consultants)

eMatrix consultants are positioned in client’s offices working closely to coach and mentor Leaders and staff over an agreed time period.

These programs are designed to achieve the following:

  • Ongoing coaching from front line through to leadership to embed training techniques and feedback with practical examples deployed at ground level
  • Improving culture through implementation of team huddles, team building sessions, sharing good news stories and coaching leaders in having critical conversations
  • One on one leadership support in dealing with the challenges that come with managing attitude and behaviours by creating new strategies together that promote positive change
  • Develop and coach staff in having difficult conversations, navigating sensitive topics and how best to resolve disputes
  • Working with the leadership to sustain all activities designed to uplift the culture, mindset and attitudes and providing a framework for upper management to keep their leadership teams accountable
  • Continuous gap analysis throughout the program which result in recommendations and strategies to improve the business