About us

The eMatrix platform was developed to assist organisations re-engage with their customers whilst providing staff with the necessary language and communication skills required to have genuine conversations, build rapport and trust, maximise collections, rehabilitate customer payment patterns and better identify vulnerable customers.

We have built the psychology of customer behaviours into our program through:

  • Call listening to thousands of contact centre and collection calls
  • Working with psychologists to understand both customer behaviours and types of stresses experienced by collection staff
  • Researching the impact of behavioural economics – both verbal and written strategies to influence behaviour
  • Profiling over 500 collection and hardship staff for the ideal behavioural traits needed for competent collections. Together with psychologists, we built our own profiling tool, the Collector Profile
  • Attending home visits with our client to help build training for dealing with vulnerable and distressed customers, and
  • Undertaking side-by-side coaching with hundreds of collections staff to build our coaching capability and library of resources

Click on the bobbleheads below to learn more about our team of experts

To deliver these programs, the success of the eMatrix solution has been pulling together the best possible combination of experience that draws directly on specialist backgrounds in:

Debt Recovery

Trained Psychology

Counselling & Family Violence

Complaints & Dispute Resolution

Financial Counselling

The experience the team brings to organisations, is supported by an energy, passion and relatability.

What our team promise when partnering with our clients is

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A spirit of fun

Positive & energising programs

Practical down to earth strategies

Honest conversations

100% energy and effort every time

The Benefits

We expect organisations and encourage them to measure the following benefits by partnering with us:

  • Improved collections results, reduced debt.
  • More competent and engaged staff.
  • Reduced Average Handling times by asking the right questions, moving to an outcome focus and away from process, supported by techniques to handle ‘derailers’ and objections from customers.
  • Improved customer experience, reduced complaints and escalations
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Our Contacts

PO Box 269, Surrey Hills
Victoria 3127, Australia

+61 03 9888 4697