Callcredit Information Group

Callcredit Information Group

January 18, 2012 01:00 ET

Callcredit Whitepaper Takes a Positive Look at PPI Claims Management

Banks That Adopt a Proactive Approach Can Gain Significant Commercial Advantages

LEEDS, UNITED KINGDOM--(Marketwire - Jan. 18, 2012) - As the Financial Ombudsman Service reports a significant rise in the number of PPI complaints, Callcredit Information Group today publishes a thought-provoking whitepaper outlining how banks who handle cases in a positive and proactive way can reap the commercial benefits.

The whitepaper, 'PPI - Reaping Opportunities from the Costs,' is written by Juliet Coukham, director of retail lending strategy at Callcredit. In it, she explores how the PPI mis-selling judgement can be turned into a positive opportunity for banks to strengthen their relationships with customers - but only if they handle claims correctly.

Coukham recommends that banks should take a holistic view of each customer, examining the accounts and products an individual holds across different brands. This information is needed for banks to effectively meet their FSA obligations to proactively identify potential claimants and adopt an efficient customer tracing system; and it can additionally be used as part of a strategic compensation policy, where banks can discuss with customers appropriate investment or offsetting opportunities for compensation payments, in order to reinvest monies in a positive way.

The Callcredit whitepaper also explores the operational and financial challenges facing banks as they deal with large volumes of claims.

Juliet Coukham said: "There is no doubt that the PPI mis-selling judgement continues to have a substantial impact on banks. Not only are they experiencing increased operational costs as a result of compensation claims, they have also suffered damage to their reputations. However, we firmly believe that if banks embrace their responsibilities and handle the claims process in a proactive, customer-friendly way, they can gain significant commercial advantage through improved brand perception, increased customer loyalty and additional customer insight."

The whitepaper is in three main sections - an introduction, Operational Challenge, and Strengthening Customer Relationships - and can be downloaded through the Callcredit website at

About Callcredit Information Group -

Callcredit Information Group's leading approach to deploying consumer information brings together experts across the fields of credit referencing, marketing services, interactive solutions and consultative analytics to provide clients with a range of innovative and effective products to discover new customers and to engage with current customers to optimise and increase profitability.

Products include award-winning fraud verification tools and database solutions to positively verify consumers, global operations to help expand businesses into new markets, digital solutions to improve the overall journey consumers make during interaction with a brand, customer handling to ensure consumer satisfaction at all levels and consumer marketing data and segmentation to improve understanding and targeting of customers and prospects.

Callcredit also offers products for their clients to assess a customer's credit risk and affordability and their experts in collections and recoveries provide tailored debt recovery and tracing tools. Their market analysis and network planning function helps organisations develop profitable retail networks, and their tools in multi bureau, analytics and metrics work to provide fully assessed bureau data.

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