Credit Strategy has announced the shortlist for its 2019 Collections & Customer Service (CCS) Awards, with PayPlan named in two categories – Debt Advice Provider of the Year and Charitable Initiative of the Year.
Now in its thirteenth year, the CCS Awards champions outstanding achievements of organisations, teams and individuals working for financial services providers, or central or local government.
Debt Advice Provider of the Year will recognise an organisation that demonstrates a commitment to provide qualitative, comprehensive and transparent debt advice. While the Charitable Initiative is based on an innovative and inclusive approach to charitable activities and a wider commitment to corporate social responsibility.
On being shortlisted, CEO of PayPlan, Rachel Duffey, said: “It’s a real honour to be recognised by the Collections and Customer Service industry awards for the work that we’re doing here at PayPlan. Over the past 12 months, we’ve made continuous improvements to our digital advice journey, resulting in overall customer engagement improving by 30%.”
65% of customers who seek debt advice from PayPlan now demand a digital journey. PayPlan’s digital tools and channels help to remove any barriers to advice, making the process quicker, easier and more accurate – ultimately improving outcomes.
Rachel added: “A big focus of our work has also been on training our teams and looking at the support we offer to victims of domestic abuse. Since 2015, we’ve recorded 705 client disclosures and over half of the disclosures were made during 2018 alone. I believe that through the support we offer clients with free debt advice, PayPlan is ideally placed to help identify, signpost and provide additional support for victims.”
The awards will be held in Manchester on Wednesday 16th October as part of the first Collections & Vulnerability Summit Annual Dinner. View the full 2019 shortlist.