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

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
Genuine Customer Conversations

Professional Development

Professional Development

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

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

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
ACCC Guidelines for Debt Collectors
Understanding Credit Reporting

Leadership Pathways

Leadership Pathways

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

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