What we do

We are a training organisation specialising in collections, vulnerability and family violence programs, helping orgs balance commercial outcomes with the social needs of the customer. We also offer additional support services for the sustainability of our training and coaching programs.

Training

With over 10 years fine tuning our content we offer face to face, train the trainer and e-Learning solutions.

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Family Violence Programs

With backgrounds in psychology and financial counselling, our team of experts work with organisations to tailor a solution which suits their need.

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Coaching & Call Quality

For peak performance our proven strategies for side by side call coaching and quality listening ensure training concepts become the ‘norm’.

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eMatrix in Numbers

100000

Years

Combined collections experience

500000

Profiles

Collections staff behavioural profiles coompleted.

750000

Sessions

Total number of coaching sessions

150000

Councils

Local Government Departments Trained in Australia & New Zealand

What people say about us?

Our Collections Team were trained by eMatrix in customer engagement and collection techniques. After the training, we created call scripts and quality checklists based on the principles presented. This resulted in reduced service handling times and freed resources for outbound calls on unpaid accounts. If you are serious about maximising your productivity and protecting your brand, these courses are a must.

Mark Basman, Collections Manager

Toyota Financial Services
eMatrix has transformed how we engage our customers about debt. Our staff are now confident to address objections and de-escalate potential conflict with customers. Staff are also using their understanding of a customer’s willingness vs capacity to pay to set up sustainable payment arrangements. eMatrix developed and delivered a dynamic program for SA Housing Authority delivering measurable results.

Janette Cheesman, Manager Organisational Development

South Australia Housing Authority
The eMatrix team have a wonderful engaging manner, their enthusiasm and knowledge drew us all in to think, participate and open our minds to the bigger picture of ourselves, other colleagues, and connect with the course content to bring added knowledge

Debt Management Branch

Department of Human Services, Australian Government
The eMatrix team’s strong experience and background in psychology is evident in both knowledge and delivery and shines through as they manage the room and audience when discussing difficult content.

Retail Service Improvement & Response Manager

Ergon Energy
eMatrix were engaged to help staff detect affordability issues with customers and give us the best chance to intervene early and provide sustainable solutions. Content was based on real life experience and the facilitators were consistently engaging. The investment will pay for itself as customers feel our solution-based approach and our organisation maximises our commercial returns.

Paul Joseph, Head of Customer Operations

Momentum Energy
eMatrix played an important role in a key initiative to reform the fines collection and enforcement process within South Australia. I found the team excellent to partner with bringing real life experience and knowledge to our extensive change management program, policy development (particularly on successful collection strategies) and service delivery focus – they had a passion that was infectious!!!!

Scott Bayliss, Director Strategic Projects

Attorney General’s Department South Australia

Our Clients

Our Contacts

PO Box 269, Surrey Hills
Victoria 3127, Australia

+61 03 9888 4697