A Payplan Clients Journey… Helpline

The very first person a Payplan client will speak to on their journey with us is a debt advisor from our team. On an average day the Helpline advisor will take around 200 calls, that is 200 different people seeking some form of debt help. The calls range from; people struggling to pay off a £50.00 phone bill to people who are over £50,000 in debt. Some people ring with the Bailiffs knocking at the door and they need help dealing with them. Some people haven’t paid their mortgage for months and are now having their home repossessed. Some people feel like they are in a vicious cycle with no way of getting out of it. Some people bury their heads in the sand hoping that it will all go away. And some people just can’t simply cope anymore.

Whatever the problem, the Helpline team are there to deal with it all from 8am in the morning until 9pm at night five days a week.

What should I expect?

From the first phone call you can expect your Payplan advisor to share with you all of their knowledge and experience to help you in your situation. They are on the other end of the telephone to listen to you and not to judge you.

Do I need to prepare anything for the call?

No. All you need to do is call us and ask for help. Your advisor will ask for a few basic details, like creditors and debt level as well as a brief bit of background information.

What happens next?

After your call, depending on your circumstances, we will either arrange a phone call to fully assess your case or if you cannot be placed into a plan we will refer you to our Special Advice Team who will assist you with an Informal Arrangement.

4 Responses to “A Payplan Clients Journey… Helpline”

Andrew Smith (@Andrew_F_Smith) says

What’s the difference between a plan and an informal arrangement please?

How do your screeners assess suitability for these options without a full advice call taking place?Thanks in advance,

Andrew

July 1, 2011 at 7:53 am

Lizzy says

Our trained debt specialists that take the calls will go through the current situation of the person on the other end of the phone; they will find out what debts they have, whether they are keeping up with repayments, what their employment status is, what their income and expenditure is, what their background is and will assess whether they need our help in the form of a formal plan or whether they need our guidance to help them with their debts and their creditors in their own plan

If they just need a little bit of guidance, they will be sent a Self Help Pack and referred to our Special Advice Team who are on hand to help them with every aspect of getting out of debt. If their situation changes then we are available to go through their other options with them.

July 1, 2011 at 8:42 am

Andrew Smith (@Andrew_F_Smith) says

Thank’s Lizzie – that’s interesting: what sort of proportion get sent a self help pack?

July 1, 2011 at 9:28 am

Lizzy says

It is hard to say as a lot of the people that acutally get sent Self Help Packs have circumstance changes and end up in plans. The amount sent changes week on week.

July 1, 2011 at 1:10 pm

Free yourself from debt today.

A Payplan Clients Journey… Helpline

What should I expect?

Do I need to prepare anything for the call?

What happens next?

4 Responses to “A Payplan Clients Journey… Helpline”

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