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Customer Engagement, Collections & Hardship

TRAINING COURSES

eMatrix offer specialised collections and vulnerability training to organisations, providing a full range of in-house face-to-face, online-learning and train the trainer programs.

Training content and delivery is highly specialised and tailored to deliver programs that strike a balance between an organisation’s commercial and social needs in relation to collection outcomes. Participants develop a broader understanding of how to apply and adapt concepts as they are provided with the psychology behind concepts, including the introduction of behavioural economics principles.

Collections and Vulnerability

Collections & Vulnerability

Empowering staff to have effective collections conversations and helping organisations find the right balance between the commercial outcomes and the social needs of the customer.

Respectful Collections
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Collection Negotiation Techniques
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Supporting Your Customer Through Hardship and Vulnerability
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Advanced Collections
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Customer Contact Essentials

Customer Contact Essentials

Guiding staff to have genuine conversations with customers which lessen the impact of resistance and keeps organisations front of mind when customers are making decisions about repaying money they owe.

Call Flow and Structure
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Genuine Customer Conversations
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Professional Development

Professional Development

Supporting organisations with a full range of professional development training for staff.

Develop your business writing skills
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Develop your time management skills
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Deliver a winning presentation
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Run a productive meeting
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Managing stress and personal wellbeing
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Interview techniques
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Compliance

Compliance

Educating debt collectors in the areas of compliance and adherence to the Privacy Act, ACCC Guidelines for Debt Collectors and Understanding Credit Reporting.

The Privacy Act
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ACCC Guidelines for Debt Collectors
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Understanding Credit Reporting
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Leadership Pathways

Leadership Pathways

Helping organisations develop effective and emotionally intelligent leaders for peak performance.

Team Building with Emotional Intelligence
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Leading with Emotional Intelligence
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Communicate Effectively as a Workplace Leader
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Coaching for Peak Performance
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Tough Conversations in the Workplace
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Leading through change in the workplace
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Promote Innovation
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Continuous Improvement
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Implement an Operational Plan
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