PayPlan offers improved service for customers through partnership with Plain Numbers

Free debt advice provider PayPlan is continuing to improve its service after a number of staff completed a training course dedicated to helping customers who struggle with numbers and data.

Having joined forces with Plain Numbers, PayPlan boasts a number of trained Practitioners, who have completed the comprehensive training course.

It means PayPlan’s practitioners can better serve their customers by presenting numbers and data in a new way to increase engagement with debt advice, while also improving levels of understanding for its customers.

Corin Redford, Head of First Line Risk at PayPlan, who completed the training course, said: “I previously hadn’t understood the extent of numeracy issues within the UK.

“It was eye opening as I’d been aware of literacy issues, but numeracy issues just don’t seem to have the same public awareness. 

“I have found myself looking at documents in a new light following the course, whether it’s a bill at home or a new customer communication, the new lens being a practitioner has given me is changing how I see them.

Corin also touched on how it has improved communications with customers.

Corin said: “I consider the purpose of the communication, what are we trying to say, why is it important and how can we make the information clearer and simpler to our customers to make sense of it and ensure it fulfils its purpose.

“Being in debt and trying to deal with your debts can be really daunting, even when you are fairly confident with numeracy, but having to try and find your way through your debt issues when you struggle with numeracy or have maths anxiety makes it all the more difficult.

“Given how widespread the issues are around numeracy in the UK, the easier we can make the advice journey to understand and engage with the better, our aim is to help customers understand their budget, their options and feel empowered to take the next steps toward a resolve.”

PayPlan will continue to support its staff with Plain Numbers’ training over the next two years.

Find out more about PayPlan here.