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Thank you for your interest and we can't wait to serve you once we launch. See you soon!
eMatrix Store
Thank you for your interest and we can't wait to serve you once we launch. See you soon!
eMatrix Store
Thank you!
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61 438 391 500
eMatrix is a specialist provider of communication and soft skills training for teams working in credit, collections, hardship, complaints and customer vulnerability. We have modernised the way frontline staff are trained through short-form videos, interactive workshops, and practical discussions providing them with essential skills in empathy, communication, leadership, and resilience.
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.
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Content Styles
Call Analysis & Breakdown
Perfect for call centre & support departments that are looking to improve customer service. Typical format is a call is analysed & broken down by a panel of 2 or 3.
Informational Content
Suitable
for educating, informing and engaging by providing knowledge & facts. Examples, background information on a
department, information of a business service
Training & Education
Small text.
Explainer & How To
Suitable for communicating the value & benefits and is the best way to showcase your product or service. Perfect for making complex information easier to understand.
Shorts
Short & sweet videos that are perfect for TikTok, Instagram
Orientation
Suitable for staff, program or product orientation
Interview
Interview of a single subject matter expert in Teams video conference call.
Discussion Panel
Subject matter (up to 3) experts in a Teams video conference discussion.
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8 COURSES
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Debt Collection & Hardship
Master the mindset and mechanics of confident, respectful collections and hardship conversations.
COURSES IN THIS MODULE
01 Collections Concepts
The philosophies and personal traits that work well in collections and hardship roles.
02 Asking for the Money
Confidently, assertively and respectfully ask for the money.
03 The Art of Questioning
Questioning styles and techniques that enable greater discovery of a customer's situation.
04 Maximising Payments
Techniques to enhance negotiation and the outcome.
05 Benefits & Seasoned Language
Lock in a solution by tailoring the benefit or the consequences.
06 Willingness v Capacity
Tell the difference between won't-pay and can't-pay, and adapt your approach.
07 Small Business Vulnerability
Spot the pressure points for small business owners and support them through stress.
08 Collections Concepts & Conversations Playlist
What it takes to succeed in collections and how to kick-start the conversation.
6 COURSES
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Family & Domestic Violence
Recognise the signs, respond with care, and support customers and colleagues affected by family and domestic violence.
COURSES IN THIS MODULE
01 Family Violence Awareness
Recognise signs, risk factors and vulnerable groups and know why privacy matters.
02 Family Violence Customer Conversations
Listen for triggers, respond with empathy, ask respectful questions and transfer with care.
03 Family Violence Training for Leaders
Recognise impacts, respect privacy, and support employees safely and effectively.
04 Cultural Awareness: India
Understand family and domestic violence in India, its challenges, and support in Australia.
05 Cultural Awareness: Philippines
Get to know domestic violence in the Philippines, its impact, and how support works here.
06 Bystander Training
Learn how to spot, speak up and safely step in to help prevent violence against women.
9 COURSES
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Vulnerability
Identify the hidden signs of vulnerability and adjust your approach to support every customer.
COURSES IN THIS MODULE
01 Vulnerability Awareness
Recognise the signs of vulnerability and confidently adjust your approach.
02 Trauma Aware Conversations
Learn what trauma is, its impact, and how to communicate more effectively.
03 Customers Experiencing Homelessness
Challenge assumptions and respond with awareness and care.
04 Disability & Carers
Understand disability and caring challenges and adjust your approach to support better.
05 Incarceration
Explore how incarceration affects lives and communicate more thoughtfully.
06 Scams
Spot scams, use empathy, manage emotions, and guide customers through tough conversations.
07 Elder Abuse
Recognise financial and elder abuse, understand risk factors, and respond confidently.
08 Vulnerability Playlist
Recognise and support vulnerable customers with the right tools and boundaries.
09 Vulnerability Masterclass
Respond with empathy and confidence, and connect customers with the right support.
3 COURSES
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Compliance
Stay ethical, fair and compliant with ACCC and ASIC-aligned programs.
COURSES IN THIS MODULE
01 ACCC Guidelines in Collections
Remain compliant, ethical and fair when debt collecting per the ACCC guidelines.
02 Changing Gears
Aligned with ASIC Report 806 — build communication and complaint-resolution skills for vulnerable super members.
03 Closing the Gap
Identify vulnerability and provide empathetic, tailored support to customers in hardship.
2 COURSES
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Masterclasses
Short, practical masterclasses that build skills teams can apply immediately.
COURSES IN THIS MODULE
01 Express Upskill Masterclass
Bite-size sessions equipping customer-facing teams with practical, immediate skills.
02 Vulnerability Masterclass
Recognise the signs of vulnerability and respond with empathy and confidence.
11 COURSES
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Customer Engagement
Build trust and likeability through the language, listening and accountability that connect.
COURSES IN THIS MODULE
01 Active Listening
Build trust by listening to understand, not just to reply.
02 Connect With Your Customer
How to build trust and likeability.
03 Dirty Words
Replace contractual English with plain English, verbal and written.
04 Language Carries Energy
Stay positive — negative language is an endorphin killer for you and your customer.
05 Neutral Language
Remove pointed language and neutralise it, particularly when delivering bad news.
06 Taking Accountability
No more hiding behind policy — take accountability in your role.
07 Build Trust & Likeability Playlist
Skills and techniques for building trust and likeability with your customer.
08 Connect With Your Customer Playlist
The psychology of connection: the yes-ladder, options, and managing behaviour.
09 Maximising Payments Playlist
The psychology behind influencing a customer's decision and prioritising payment.
10 Language Carries Energy Playlist
Language that disconnects — and how to adjust to your audience.
11 Customer Experience Uplift
Turn every interaction into an opportunity to strengthen relationships and trust.
6 COURSES
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Wellbeing & Mindset
Practical tools to manage stress, mindset and negativity for a healthier working day.
COURSES IN THIS MODULE
01 Mindset & the Cobra
Understand how ego impacts logical thinking and handle emotionally charged customers.
02 Dumping Your Potatoes
The science of negativity and why 'dumping potatoes' on others isn't constructive.
03 Workplace Wellbeing
Practical tools the team can use on an ongoing basis for dealing with stress.
04 Managing Conversations With Your Colleagues
Manage stressful conversations with your colleagues.
05 Strategies for Workplace Wellbeing Playlist
Rumination, cortisol, your stress bucket, circle of control, and more.
06 Workplace Wellbeing Foundations
Reduce cortisol, recognise unhelpful thinking, and approach conflict with confidence.
9 COURSES
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Conflict Resolution
De-escalate with confidence using empathy, neutral language and proven techniques.
COURSES IN THIS MODULE
01 The Cobra
Stay calm by tackling the mindsets that mess up a productive conversation.
02 Social Norms
Influence a customer's behaviour by applying norms.
03 Empathy
Use empathy to restore calm with both customers and staff.
04 Objection Handling Techniques
Handle tricky escalations with confidence.
05 Privacy & Verification Frustration
Handle tricky ID and privacy chats smoothly without losing the human touch.
06 Occupational Violence
Stay safe in the field by spotting risks and handling tough situations.
07 Mindset Playlist
Awareness of your own mindset — ego, judgement, negativity — and how to shift it.
08 Objection Handling & Complaints Playlist
Adapt to fight-or-flight triggers and apply empathy without sympathy spirals.
09 Questioning Techniques Playlist
The art of discovery and negotiation to reach the best solution.
4 COURSES
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Other Training Courses
Specialist programs spanning train-the-trainer, cultural awareness and inclusion.
COURSES IN THIS MODULE
01 Train the Trainer
Build the confidence and skills to deliver engaging training, virtual or in person.
02 First Nations: Awareness & Money Talk
Cultural awareness and practical skills to engage respectfully with First Nations customers.
03 Diversity & Inclusion: From Awkward to Confident
Create psychologically safe, inclusive workplaces where everyone can contribute and thrive.
04 Suicide & the Customer Conversation
Break the stigma and build the confidence to navigate sensitive conversations about suicide.
18 COURSES
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Leadership & Coaching
Lead by example and coach in the flow of work with real-world, practical strategies.
COURSES IN THIS MODULE
01 Learn From Your Mistakes
Build confidence and a strong leadership mindset while staying connected with your team.
02 Set Your Team Up for Success
Guide your team, improve onboarding, set goals, and focus on what drives success.
03 Lead By Example & Set the Standard
Set the behaviours and standards you want to see in others.
04 Give Feedback That Will Stick
Encourage self-discovery and accountability, and give balanced feedback.
05 Hold Boundaries
Set professional boundaries while offering appropriate support.
06 Hold People Accountable
Maintain clear expectations in a productive, supportive environment.
07 Manage Workplace Negativity
Transform negativity into constructive communication.
08 Handle a Team Meeting
Run productive meetings and navigate difficult participants.
09 Have Uncomfortable Conversations
Navigate tough discussions with confidence and clarity.
10 Deliver Bad News
Practical techniques to improve communication when the news is hard.
11 Manage Tricky Participants in a Meeting
Identify personalities and handle them professionally.
12 Identify Coaching Style
Understand your style and three common coaching personas.
13 Leading on the Fly
Eight real-world scenarios for walk-up traffic challenges.
14 Preparing for the Coaching Conversation
Handle resistance, identify opportunities and drive improvement.
15 Frame and Set Boundaries
Set professional boundaries while offering appropriate support.
16 Bringing It All Together
Real-world strategies for the most challenging people-management conversations.
17 Engaging Through Your Keyboard
Craft sharp, professional messages with clarity, confidence and the right tone.
18 Coaching Foundation
Coach confidently in the flow of work and build an empowered culture.