Press releases

18 February 2010

A COFFEE BREAK WITH TRADITION

Employees at leading local employer CPP had the feel good factor this week, when the senior management team donned their aprons and served them their morning tea and biscuits.

The team, led by UK managing director Stephen Kennedy, were helping to launch CPP’s ‘Feel Good Week’, an initiative to promote healthy lifestyles and feeling good.

Each day of CPP’s Feel Good Week celebrates a different way of feeling good, covering health, helping others and being spoiled. Friday will be given over to feeling good about giving, with homemade cakes being sold throughout the day in aid of the Help for Haiti appeal. The local women’s refuge will also benefit from the day with employees donating their unwanted clothes, toys and books to the charity.

As part of the week employees at the Holgate-based firm can also take advantage of advice from a personal fitness trainer, find out more about the flexible benefits packages on offer at CPP, enjoy fresh fruit plus receive complimentary pampering treatments.

Stephen Kennedy said: “Feel Good Week is all about banishing those winter blues and feeling good. The leadership team were more than happy to serve up some extra ‘feel good’ benefits to our employees during the week-long event.”

Kirsty Mallaby a customer service agent from Boroughbridge (pictured) who has worked at CPP for two years said: “It was great to see our managers getting behind the week. It’s been good fun and I will definitely be taking advantage of the pampering treatments on offer and hope we raise lots of money to support the Haiti appeal.”

Feel Good Week, 15 – 19 February, is just one of CPP’s initiatives aimed at supporting its employees and the local community. To find out more about recruitment opportunities at CPP, visit www.cppjobs.co.uk

Jul 13 2010

Millions of Brits are suffering from 'numerical amnesia' as mobile phones increasingly replace memories to recall important numbers.

23 million(1) Britons can’t remember their partner’s mobile number off by heart, 30 million can’t recall their best friend’s number and 22 million forget their parents’ mobile number – causing worrying implications in the event of an emergency, according to the results of a new study released today by life assistance company CPP.

An online memory test, designed to assess the nation’s ability to recall sequences of numbers, reveals that four in five Brits cannot recall a mobile phone number after an interlude of only five seconds.

Landline numbers it seems however, are more ingrained with 92 per cent of adults able to recall their home number and 60 per cent their parents’.

Mobile reliance is causing phone users to worry about losing precious data if their handset is lost or stolen, with nearly two thirds (67 per cent) anxious about losing the numbers stored on their phones. Despite this less than half of Brits (43 per cent) back up their mobile phone numbers in a traditional address book, and just one in five (18 per cent) choose to store the data on their computers.

Michael Lynch from CPP warns consumers though that there’s much more at risk when losing a phone than just the data. “Brits’ inability to recall numbers of their nearest and dearest means that many could be in a very tricky and distressing situation if their phone is lost or stolen, if they have no idea how to contact someone for help. This shows us that mobiles have literally become people’s lifelines.

“Our research shows that people are so heavily reliant on their mobile phones, that they’d be lost without them. And even if not caught in an emergency situation, our research shows that four in 10 victims have admitted that they’ve lost contact with friends when they’ve lost or had their phones stolen.”

The research showed that while losing phone numbers is mobile users’ primary concern, four in 10 are also worried about losing precious photos taken on their handset and a third fear losing their text messages.

Psychologist Dr Glenn Wilson comments on the impact of us needing to remember less and less information: “As technology gets more sophisticated, our own memories are on the decline as we increasingly rely on information stored on phones and online. While this reliance can be problematic if people are totally dependent on an external memory store that is lost or becomes temporarily unavailable, it can also affect an individual’s mental agility later in life. Like many other skills, memory needs exercising if the capacity is not to be lost."

The CPP study shows that it’s not just mobile phone numbers that we are failing to remember. Over half of UK adults (53 per cent) struggle to memorise their bank account number and 44 per cent can’t remember their national insurance number.

CPP’s PhoneSafe service provides a ‘back-up’ service for all customers to ensure that phone numbers, texts and photos are all safe and can be restored onto a new or loaned handset if the need ever arises.

Five top tips to remember numbers

Step 1: Visualise the number – picture the numbers in your head. Think about what they would look like, what colour they would be, what they would look like on a business card or in your handwriting.

Step 2: Recite the number out loud. Recite the number three times right away, and again in one minute. Recite them every few minutes out loud. Even create rhythm in the sequence of numbers to the tune of a well-known song.

Step 3: Practise dialling the number. Move the fingers in the way in which it would be used to dial the number while reciting the number.

Step 4: Group the numbers together. The human mind naturally remembers numbers better in groups of three and four.

Step 5: Look for personal associations with the numbers. Associate numbers to birthdays, ages, pin numbers or other things that are personal to you. Your mind will recall the numbers when the association is thought up.

Notes

(1) UK adult population aged 18+ = 48,676,000 (ONS 24/6/2010). 47% of UK adults don’t know their partners mobile number off by heart. 47% of UK adult population = 22,877,720. 61% of UK adult population don’t know their best friend’s mobile phone number = 29,692,360 and 45% can’t recall their parent’s mobile number = 21,904,200.

Research Methodology

Research was carried out online by ResearchNow among 2,019 UK adults between 3 and 17 June 2010.

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Embargoed until 00:01 Wednesday 16 June

Cybercrime victim every 7 seconds in the UK(1)

More than 420,000 scam emails are sent every hour in the UK according to a report published today (2).

The study from life assistance company CPP estimates that Brits were targeted by 3.7 billion ‘phishing’ emails in the last 12 months alone (3). And a quarter of us admit to falling victim to e-fraudsters, with the average victim losing over £285 each (4).

Fake banking emails are the most common method used by criminals, with 55 per cent of those targeted receiving seemingly legitimate e-correspondence from high street banks. Over half received false lottery or competition prize draws, while a further one in two was targeted by foreign cons such as the renowned “Nigerian 419 advance free fraud” scam.

And consumers must take caution, as latest industry figures show that online banking fraud rose by 132 per cent in the last 12 months. (5) In fact, nearly half of Brits (46 per cent) worry their card details could be used to make illegal online purchases.

Fraudsters are also exploiting the explosion of social networking sites and current defaults in privacy settings to target victims. Nearly one fifth of Brits have received phoney Facebook messages claiming to be from friends or family. One in 10 fear that fraudsters are using Twitter to follow them and a third are concerned their social networking account could be hacked.

It seems that anyone – no matter their level of expertise – can fall prey. Tim Berners-Lee, creator of the World Wide Web fell foul to fraud after buying Christmas gifts online, which failed to show up. Movie-star Salma Hayek had her Apple MobileMe account attacked, and not even politicians are immune ¬– Ed Milliband’s Twitter account was infiltrated by hackers who posted details of a fictitious sex life.

Commenting on the report, Nicole Sanders, identity fraud expert at CPP said: “It seems that not a day goes by without a new case of online fraud hitting the headlines. But what’s concerning is that consumers are still falling victim.

“Fraudsters are becoming ever more skilled in their techniques and tactics. It can be extremely difficult to spot a legitimate email from a scam, so we advise caution at all times when online. And as social networking sites become increasingly popular, people need to continue to be mindful of what they post. Their identity is as valuable to a thief as a credit card, so protecting personal details is key.”

Robert Schifreen, reformed computer hacker advises: “Staying safe online is easy if you follow some basic precautions. Never type your credit card number, password, or any other confidential information into a web site unless its address begins with https and your browser displays the ‘closed padlock’ symbol. These indicate that the site is safe and that your data is encrypted. Also, make sure your antivirus software subscription is up to date and that your computer is configured to automatically download protective software.”

CPP top tips to reduce the chances of falling victim to online fraud:

• Install anti-virus protection which scans for viruses
• Install anti-phishing tools which identify phishing emails that trick users into giving away personal information
• Install an active firewall, which updates and upgrades automatically, preventing hackers from gaining access to your PC or laptop
• Keep your personal information safe. If someone asks for your personal details online ask yourself why they would need them
• Be aware that banks will never ask for your personal information online. If you are unsure whether an email is genuine, ring your bank and ask them
• If you store personal information on your PC, install up-to-date security software
• Remember the golden rule: identity thieves are experts at spotting an opportunity to steal your identity and all they need are a few personal details
• On social networking sites, keep your privacy settings set to friends only and never display your address, phone number or date of birth

Embargoed until 00:01 26 May

Identity thieves are ‘trading up’ from personal to corporate fraud, as they clone the identities of entire businesses.

The study commissioned by life assistance company CPP shows that identity theft has affected almost 100,000 small businesses (1), costing them an average of £13,500 each – £1.3bn across the country – enough to cripple some businesses.

One in five SMEs (22 per cent) admit they may be vulnerable to corporate identity theft due to lax procedures and protocol – but this figure could soar as criminals catch-on to a loophole with Companies House data processing.

Fraudsters’ ‘modus operandi’ typically involves changing company directors’ details or the company’s registered office address, by submitting false documents to Companies House through amendments to the company records via a simple submission of a paper form.

Under current systems, Companies House does not verify paper document validity. There are no checks if impostors try to register as new company directors or change a business address. And legitimate business directors are not notified if new company documents are filed, so they may never be made aware of fraudulent claims.

The majority of SME company directors (87 per cent) are not aware of these loopholes, which could put them at risk of corporate identity fraud.

Only one in 10 (14 per cent) is taking advantage of the PROOF scheme offered by Companies House, which offers secure electronic filing of documents to protect them against potential fraud.

And SMEs are also exposed to risk through their own data handling. Nearly half (47 per cent) say that their current employees have access to sensitive company data, almost two-thirds (61 per cent) admit they don’t encrypt company data, and a further fifth (22 per cent) allow employees to take sensitive documents out of the office.

While over a third (34 per cent) of SMEs confess that they don’t understand what corporate ID theft is – they need to as the reality is real. Victims of corporate fraud have experienced fraudsters applying for corporate credit/debit cards, spending money on credit, ordering goods without authorisation and even being able to withdraw funds direct from corporate accounts.

And the impact is severe – with victims reporting their company credit rating being affected as a result, damage to their company reputation and losing customers.

Michael Lynch, fraud expert at CPP said: “Our report demonstrates that corporate identity fraud is a real concern for businesses. It’s key that organisations ensure that they have secure methods of storing sensitive information to avoid falling victim to this growing problem.

“The current loopholes in the Companies House system make it worryingly easy for impostors to steal company information, and forge its identity, which can have huge financial impacts. We urge SMEs to take advantage of the safe online systems in place, to protect their business and for many SMEs, their livelihood.”

Key statistics

• Almost 100,000 UK small businesses have fallen victim to corporate identity theft
• Corporate identity theft costs businesses an average of £13,500 each
• 22 per cent of SMEs admit they may be vulnerable to corporate identity theft
• 87 per cent of SME directors are not aware of loopholes in the Companies House system which could put them at risk of corporate identity fraud
• Only 14 per cent of SMEs are taking advantage of the PROOF scheme offered by Companies House
• 47 per cent of SME directors say that their current employees have access to sensitive company data
• 61 per cent of SMEs admit they don’t encrypt company data
• 22 per cent of SMEs allow employees to take sensitive documents out of the office
• 34 per cent of SMEs confess that they don’t understand what corporate ID theft is

Advice for companies

• Check with Companies House that the details stored for your company are accurate
• Enrol for the PROOF WebFiling scheme and sign up to the alert system which will warn you of any changes to company details
• If you receive a call claiming to be from Companies House try to obtain a phone number and contact Companies House immediately. NB. Companies House personnel never contact companies by telephone asking them for their security codes so should businesses
• Do not rely on Companies House records alone in determining whether to lend goods or services on credit – Companies House is merely a public register and not a credit reference agency
• Limit the access to company sensitive information to key employees
• Make sure all company sensitive information is securely destroyed before disposal
• Ensure that all company sensitive documents are password protected or encrypted
• Ensure that no company staff can take sensitive documents out of the office in printed format or on unencrypted USB sticks
• Ensure all hard copies of sensitive company information are stored in locked cabinets in locked premises

March 2010

Nearly three million Brits have fallen victim to phone theft, as thieves stop at nothing to get their hands on the latest mobiles (1).

Research from life assistance company CPP reveals that Sheffield is the worst place for mobile phone theft in the UK, with more than one in ten residents (11 per cent) having fallen victim, followed by Edinburgh (nine per cent) and London (eight per cent).

The findings also reveal the ways in which fearless phone thieves are targeting their victims. A quarter found they had been pick-pocketed, a fifth had their phone nabbed from a restaurant or pub table, while an unfortunate one in ten were mugged. Shockingly, one in twenty even had their phones stolen by crafty colleagues at work.

Tuesday afternoons are the most likely time for handsets to be pinched with other peak times including Monday mornings, Wednesday afternoons and Saturday nights.

But many phone users are not doing themselves any favours as nearly a quarter admit their own carelessness was the reason for their phone getting pinched. In fact a negligent one in five even managed to have their mobiles stolen more than once. Expensive handsets were also blamed by 15 per cent for the reason they were stolen.

And despite some phones such as iPhones and Blackberries costing hundreds of pounds and the ease in which stolen mobiles can be resold, the research reveals that the majority of Brits don’t bother to take out adequate protection. Nearly two thirds (63 per cent) have no mobile phone insurance at all particularly concerning given that the vast majority (84 per cent) never get their handset back if lost or stolen.

Furthermore on average it takes six hours for mobile phones to be reported missing putting the victims at risk from unauthorised airtime abuse.

Danny Harrison, Head of Mobile at CPP said: "Mobile phones are an integral part of our day-to-day lives, and for many, we would be lost without them. With new handsets regularly hitting the market and costing hundreds of pounds, it’s no wonder that thieves are looking to target them especially with the increasing amount of personal and sensitive information held on them to access social networking sites and mobile banking services."

"With Home Office figures suggesting that a staggering 228 mobiles are stolen every hour in the UK, mobile users need to remember that phone thieves will stop at nothing to get their hands on the latest handsets. We urge all mobile owners to keep their handsets safe when going out to prevent theft and to also avoid being careless and losing them unnecessarily."

Worst cities for Mobile Phone Theft:

• Sheffield - 11 per cent of people have fallen victim
• Edinburgh - 9 per cent of people have fallen victim
• London - 8 per cent of people have fallen victim
• Liverpool - 6 per cent of people have fallen victim
• Birmingham - 5 per cent of people have fallen victim

Key statistics

• Over 2.5m people have been a victim of phone theft
• 24 per cent of mobile theft victims were pick-pocketed
• 20 per cent of mobile theft victims had their phones taken from pub or restaurant tables
• 5 per cent had their phones stolen from their office desks
• 59 per cent of Brits say it’s very easy to sell-on a stolen mobile phone
• 24 per cent of Brits said they were targeted through their own carelessness
• 21 per cent of Brits have had their phones lost or stolen more than once
• 20 per cent of Brits believe it’s easier to steal a phone than buy one
• 36 per cent say phone thieves will stop at nothing to get the latest handsets
• 63 per cent of Brits don’t have phone insurance
• 84 per cent of victims didn’t get their phone back once lost or stolen

February 2010

Tech-savvy Brits are willing to make phoney claims on their mobiles in a bid to get their hands on the latest handset.

A new mobile phone industry report from life assistance company CPP, reveals the number of phones reported missing rose by 11 per cent between last May and June alone, coinciding with the release of the new iPhone 3G. This comes as one in twenty mobile users admits they’d be prepared to file a dishonest claim to get their hands on a new phone. And one in five Brits believes it’s easier to steal a phone than buy a new one.

With the average resale value of an unlocked iPhone reaching 300 the life assistance company warns that ‘iFraudsters’ could cash in with the release of the 4G handset, rumoured to hit the market in June 2010.

But while not all claims are fraudulent, phone theft remains a huge problem across the UK. Mobile users in some of the biggest UK cities should be particularly wary. Sheffield and Edinburgh came top of the phone theft hotspots in the UK with 20 per cent of people collectively having ever fallen victim. London (8 per cent of victims), Cardiff (6 per cent) and Liverpool (6 per cent) follow closely behind.

And it seems mobile users should closely guard their phones on Tuesday afternoons as that’s the most likely time for handsets to be reported missing.

A quarter of unfortunate victims who’ve had their phones stolen were pick-pocketed (24 per cent). A fifth had their phone lifted from a restaurant or pub table when their back was turned and one in twenty had their phones nicked from their office desks, showing that some work colleagues are also prepared to pinch (4 per cent).

Six in ten mobile-owners (59 per cent) acknowledge their phone is a target because it can be sold-on easily, but 24 per cent admit their own carelessness with phones.

Despite the latest mobile phone handsets costing hundreds of pounds, (63 per cent) have no mobile phone insurance and would be out of pocket should the worst happen. This is particularly worrying when the majority of victims (84 per cent) don’t ever get their phone back once lost or stolen.

Danny Harrison, Head of Mobile at CPP, said: -The fact that we’ve seen a spike in claims when the iPhone 3G hit the market confirms that for some, making a fraudulent claim is an easy way to get their hands on the latest handset.

“It may be tempting to submit a false claim, especially when so many new valuable handsets are hitting the market. But people need to be aware that it is illegal to report a lost phone as stolen property and it could result in a police conviction. We urge all mobile users to be alert to the methods that desperate criminals can resort to, to keep their mobiles secure when going out to prevent theft and avoid being careless and losing them unnecessarily. “

Key statistics (all key stats in body copy also in the key release)

• The no. of phones reported lost or stolen rose by 11 per cent between May and June 09
• 20 per cent of Brits believe it’s easier to steal a phone than buy one
• 4 per cent of mobile users admit they’d be prepared to file a dishonest claim to get their hands on a new phone
• 13 per cent of phone victims come from London and Manchester
• 24 per cent of mobile theft victims were pick-pocketed
• 20 per cent of mobile theft victims had their phones taken from pub or restaurant tables
• 5 per cent had their phones stolen from their office desks
• 25 per cent of Brits admit their own carelessness with phones
• 59 per cent of Brits say it’s very easy to sell-on a stolen mobile phone
• 21 per cent of Brits have had their phones lost or stolen more than once
• 63 per cent of Brits don’t have phone insurance
• 84 per cent of victims didn’t get their phone back once lost or stolen

January 2010

New research reveals that Cardiff is now the worst place in the UK for card fraud, knocking London off the top spot.

According to the annual Card Fraud Index by CPP, which identifies fraud hotspots across the country, Cardiff has leapt from fifth to first place since the index started in 2007. Card crime in the Welsh capital has increased by 17 per cent in the two last years, with over a third (37 per cent) having been a victim in the past.

While Cardiff took the lead, other hotspots for card fraud were London (35 per cent), Norwich (30 per cent), Southampton (28 per cent) and Leeds (27 per cent), which leaped from 12th position to fifth in just 12 months.

The report shows card fraud has increased by more than six per cent in the past two years, equating to nearly an extra 3 million victims (1). Currently over a quarter of adults now claim to have fallen victim a reflection of the explosion of new scams fuelled by criminals.

Online fraud remains a huge problem, affecting a third of victims, while card cloning from cash points or Chip and PIN devices accounted for nearly a fifth (17 per cent) of cases. Worryingly, over a third (34 per cent) of Brits have no idea how their financial details were swiped by fraudsters. And almost half (43 per cent) only found out they had been defrauded when alerted by their bank.

The average sum fraudulently transacted is over 590, with one in six victims (16 per cent) reporting losses of over 1,000.

The study also reveals how fraudsters have been splashing out using their victims cash. Over one in eight (13 per cent) had their money spent on electronic goods and one in ten on clothing, whilst some poor victims had fraudsters charging holidays to their accounts. Despite almost a fifth of cardholders (19 per cent) admitting they are more worried about card fraud compared to last year, many confess to taking actions that put them at risk. One in six (16 per cent) has let their credit or debit cards out of their sight, or left their cards loose in their bags or pockets. A further one in eight admitted to writing down their card details, while one in ten have let others take out money on their behalf.

Sarah Blaney, card fraud expert at CPP, said: - Our research shows that card fraud continues to affect more victims as fraudsters resort to increasingly sophisticated methods. At CPP we have seen high levels of Card ID theft, where criminals take over the running of another person’s bank account usually by changing the address details and then requesting a new card and genuine PIN to access the bank account. Presently speaking this account for half of our fraud cases.

“We urge all cardholders to be vigilant and take steps to protect themselves to avoid falling victim to card criminals. When out and about never let your card out of your sight. It’s also really important to check your bank statements regularly and thoroughly so you can spot any suspicious transactions. These are simple steps that are very effective in the fight against fraud. If something unusual does appear on your statement make sure you contact your bank or card protection company straight away. Card protection can give cardholders valuable peace of mind, helping them to cancel and replace their cards immediately and provide fraud victim support, should the worst happen.”

Worst cities for card fraud: Percentage of people affected by card fraud at least once

• Cardiff - 37%
• London - 35%
• Norwich - 30%
• Southampton - 28%
• Leeds - 27%
• Newcastle - 25%
• Plymouth - 24%
• Glasgow - 24%
• Edinburgh - 24%
• Plymouth - 23%
• Nottingham - 23%
• Birmingham - 23%
• Brighton - 23%
• Manchester - 21%
• Bristol - 20%
• Sheffield - 17%
• Liverpool - 15%

Key statistics Card fraud in Cardiff has increased by 17% since 2007

• 37% of people in Cardiff have fallen victim to credit/debit card fraud at least once
• Card fraud has risen by 8% since 2007
• There have been 2,746,856 extra victims of card fraud nationally since 2007 26% of Brits have fallen victim to card fraud at least once
• 35% of Londoners have fallen victim at least once
• 30% of people from Norwich have fallen victim at least once
• 28% of people from Southampton have fallen victim at least once
• 27% of people from Leeds have fallen victim at least once
• 32% of people were targeted online
• Card cloning from cash points or chip and pin devices affected 17% of victims
• 34% don’t know how they fell victim
• 43% were only aware they had fallen victim when contacted by their bank
• The average amount stolen was 592.69
• 16% lost over 1,000
• 13% had their money spent on electronic goods
• 10% had their money spent on clothing
• 7% had their money spent on holidays
• 19% are more worried about card fraud than this time last year
• 16% let a shop assistant take their card out of sight
• 16% carry their cards loose in their pockets or bags
• 12% have written down their card details
• 10% have let others take money out on their behalf

December 2009

A team from one of York’s leading employers is celebrating a milestone in its campaign to fight fraud.

Six employees from CPP’s Fraud and Claims teams have gained an accreditation from the Telecommunications UK Fraud Forum (TUFF) after studying for six months to become fraud specialists.

One successful employee, Katherine Clements, who has worked at CPP for almost two years, achieved outstanding results in her TUFF examinations, passing with a distinction. She comments: “I am absolutely delighted to have achieved such high marks in my TUFF exam. I now have a far better understanding of fraud and I feel confident in my ability at detecting fraud and how to spot illegitimate claims.”

In the first nine months of 2009, 175,000 cases of confirmed fraud were reported by CIFAS, the UK’s Fraud Prevention Service an increase of 11% year-on-year. This confirms many experts’ views that fraud increases in a recession as redundancy and tightened access to credit drives fraudulent applications and claims.

CPP has a dedicated Counter Fraud strategy in place to detect fraudulent claims for mobile phone insurance which helps keep premiums competitive. The Fraud and Claims team was recently announced as finalists in the Counter Fraud Initiative of the Year category of the National Insurance Fraud Awards.

Stephen Kennedy, managing director of CPP said: “We support our employees to become specialists in their roles and encourage them to deliver excellent customer service, so we can help our customers when they need us most. Keeping premiums competitive and identifying fraudulent claims is good business practice, and ultimately makes us a stronger business.” CPP’s Claims team was also announced as 2009 finalists in the Large Team of the Year category in the CCF (Call Centre Focus) European Call Centre Awards, the industry’s most prestigious awards. A team of 12 agents from this department are also celebrating exam success after they completed their NVQ Level 2 in Customer Service. The course took five months to complete and the employees will be rewarded with their certificates in January.

November 2009

A new product was unveiled today by CPPGroup Plc (CPP), designed to take out the stress out of travelling abroad or going on holiday.

Drawing on CPP’s life assistance expertise, Travel Assist can be combined with a customer’s existing travel insurance policy or their holiday package to provide a comprehensive ‘assistance’ service when it comes to travelling and holidays.

Features include a 24/7 emergency helpline number, family safety bands, passport assistance, cancellation and replacement of lost and stolen cards, a lost and found luggage service, interpreter access and a mobile phrase book.

Businesses will be able to purchase a product with core elements and select a number of ‘add-ons’, creating a flexible product to meet their customers’ travel needs. All have been specifically developed to make holidays as smooth as possible, protect families’ wellbeing and provide control and reassurance.

The new product can be sold through a number of channels at holiday point of sale and post sale activity, including direct mail in holiday confirmation packs, face-to-face through travel agents, through business partners’ call centres and online marketing.

Travel Assist has been specifically designed to address key consumer concerns when travelling abroad. Market research undertaken by CPP found that the top concerns are: personal and family safety, losing luggage and knowing what to do in an emergency.

Jo Gibbons, product manager of CPP Travel, said: “The launch of Travel Assist works to enhance and complement travel insurance policies already in the market and holiday packages, ensuring that travel companies can help their customers when they need it the most. “

This new product allows consumers peace of mind when travelling and give agents and operators highly marketable products that identify the needs of their customers and help develop brand loyalty and customer retention.

“The launch of Travel Assist complements CPP’s suite of other life assistance products for consumers, which include Card Protection, Identity Protection and Phonesafe Insurance.”

November 2009
Three North Derbyshire sports teams are gearing up for the winter season with new kit and equipment following a generous donation from one of Chesterfield’s leading employers.

In July CPP, which employs 220 people at its call centre in West Bars, pledged their support to local youth sport by donating grants of 1,000 to Chesterfield Town FC, Staveley Table Tennis Academy and Chesterfield Panthers Rugby Union Club.

The three teams have already put their money to good use, recruiting coaches and buying new kit and equipment to improve their activities for young people.

Chesterfield Town FC, based at Whittington Moor, has expanded over recent years and now boasts 26 teams. With the financial support of CPP, the club has purchased some new portable goals, balls and training jackets for the Feeder Squad, a Sunday morning club available to boys and girls from 4-6 years old.

Staveley Table Tennis Academy has recruited a new coach for their Academy of young players on a Saturday morning. The money donated by CPP has helped them launch a new coaching session at the Sports Clowne Campus for children in the Clowne and Bolsover and has gone towards a new table tennis table for the Academy.

Chesterfield Panthers Rugby Union Club aims to establish a new girl’s team for under 14s and under 18s. Sponsorship from CPP will also help to accommodate the increasing number of junior members who join the club each season and will also be used towards the running costs of the team which is run entirely by volunteers.

James Hastie, head of operations at CPP Chesterfield said: “CPP is delighted to be able to support Chesterfield’s local sports teams. We recognise the importance of championing sporting activities for young people and we hope that our sponsorship will encourage and enable more youngsters to become involved with the three teams in the district.”

CPP has three UK contact centres based in Chesterfield, Tamworth and York. The Chesterfield operation opened in July 2008 with only 89 employees, it now boasts 220 employees at its contact centre, selling products that help people if they have lost their bank cards, mobile phones or had their personal identities stolen.

November 2009
Britons are being warned to be vigilant with their credit and debit cards this Christmas as criminals target the hordes of shoppers returning to the high street.

New figures from life assistance company CPP, predict that over 315,000 shoppers risk falling prey to card fraud during the festive season, with the average sum set to be over 600.

This retail fraud epidemic is being fuelled by shoppers coming back to UK high streets. With an average Christmas present budget of 395, Brits are rejecting online to favour street shopping. Sixty-five per cent will be buying at least half their gifts in person, while almost two-fifths will purchase the majority of presents on the high street, compared to just a quarter who will do so online.

This return to the high street is being fuelled in part by concerns about postal delays one in four is worried that online orders won’t arrive in time for Christmas. CPP warns that the number of lost and stolen cards will peak on 18 December as stressed out last-minute shoppers become less careful with their bank cards.

Three quarters (75 per cent) of shoppers find the experience stressful, which psychologists show makes them more susceptible to theft. The hurly burly of festive shopping also means people lose track of their spending, leaving them at risk from fraud as suspicious transactions can go unnoticed. A third of shoppers admit they lose track of spending and a fifth don’t check their receipts against bank statements after they get home.

Dr Glenn Wilson, Visiting Professor of Psychology at Gresham College said: "Last minute Christmas shopping on the high street is a stressful experience. Stress affects people in many ways, both physically and psychologically. Heart rate and blood pressure rise, and there is an increase in anxiety, distractibility, confusion and forgetfulness, all of which makes people more likely to lose things, such as their bank cards, and be more at risk of theft".

Sarah Blaney, card fraud expert at CPP, said: “More and more consumers are aware of the risks when shopping online and are vigilant about keeping their passwords and personal details safe. However, we often get caught up in the hustle and bustle of the high street: a combination of crowds and pressure to find the perfect present can lead to our attention wandering.”

Retail fraud remains a problem despite the introduction of Chip and PIN verification. In the first six months of 2009 it totalled nearly 35m. However, lost and stolen cards can be used to make illegal purchases online, which is the largest type of card fraud totalling 134m in the first half of the year.

‘It is important people protect their PIN numbers and check their receipts against their bank statements on a regular basis. We all need to be responsible to stop fraud. Card protection can give shoppers valuable peace of mind, helping them to cancel and replace their cards immediately should the worst happen and provide fraud victim support.’

Key statistics

• The average sum stolen from card fraud victims stands at 623
• A fifth of card fraud victims report having over 1000 fraudulently taken from their bank accounts
• 65 per cent will be buying at least half of their gifts in person this Christmas
• 37 per cent will purchase the majority on the high street compared to 27 per cent online
• 25 per cent of Brits are concerned that online orders won’t arrive in time for Christmas
• 75 per cent find Christmas shopping stressful
• 33 per cent admit they’ve lost track of spending over Christmas
• 20 per cent don’t check their receipts against bank statements
• 10 per cent confess they have thrown away receipts containing card details

Top tips from CPP to help avoid being a victim of card fraud

• Don’t carry multiple debit/credit cards in a wallet only carry the essential cards you need
• Don’t leave belongings unattended while shopping\
• Don’t carry debit/credit cards loose in a bag or pocket
• If your cards are registered with a Card Protection company make sure you have their emergency loss reporting number
• Don’t ever write down your PIN number
• Don’t let a shop assistant take your debit/credit card out of sight they could be copied or cloned
• Don’t let someone else take money out on your behalf
• Check your receipts against your statements when you get home
• If you are concerned your cards may have been lost or stolen, contact your bank immediately to get the card cancelled
• Make sure your bank has up-to-date contact details for you, including your mobile phone number in case they need to check if transactions are genuine

October 2009
British businesses could learn a thing or two from X Factor and Dragon’s Den contestants, as first impressions really do count.

Research released today from life assistance company, CPP, shows that companies emerging from the recession only get one shot at making a good first impression as one in four of us (27 per cent) would never use a company again if we’d been on the receiving end of bad customer service.

And businesses which don’t deliver, better watch out as customers are taking no prisoners, bad-mouthing their negative experiences to an average of nine people. Conversely, satisfied customers could be a business’ best friend as 73% regularly recommend companies if they are on the receiving end of good customer service giving sales and profits a welcome boost.

Companies behaving badly should particularly be on guard with the rise of social media sites, such as Twitter, meaning customers can rant in mere seconds. Nearly one in five of us (19 per cent) would dish the dirt on a company via e-mail while one in seven (14 per cent) would post negative comments on forums. A further 10 per cent are happy to let off steam on Facebook. Unsurprisingly it’s the young adults and professionals under 35 that are most likely to blab about bad service online.

When it comes to our pet hates about customer service, the top things that really get our goat are having to explain ourselves numerous times, rudeness, inefficiency and that irritating machine recorded message stating ‘how important our call is’.

Nick Jones, head of media at CPP, said: “As consumers have been streamlining their spending in the economic downturn, excellent customer service is more important than ever. Industry research shows that acquiring new customers can cost up to seven times more than retaining existing ones, and keeping the existing customer base is vital to company profits.”

Our research shows that people rate customer service almost as highly as a company’s products. In this competitive climate, British businesses need to realise they have one chance to make a good impression. Long gone are the days when someone would be a loyal customer because their parents used a particular company or brand. The internet means your competitors are only one click away, so businesses can’t afford to provide anything less than 100% customer satisfaction.

“Companies need to be mindful that the digital world is a breeding ground for negative comments, which can severely damage a company’s reputation. Our figures show that people are more likely to take time to post negative rather than positive comments online, so businesses need to ensure they have the right training in place and put the customer at the heart of everything they do.”

Jo Causon, chief executive of the Institute of Customer Service, said: “These are tough, challenging times and the loyalty of customers and their relationships with service suppliers are being severely tested. If customers don’t get service that is reliable, adaptable and available when they need it, they can quickly and easily go elsewhere.”

How to provide Great Customer Service CPP here to help

• Be passionate about quality service everyone in the company needs to understand nothing apart from great customer service is acceptable
• Have knowledgeable employees who understand your products and services and who can answer questions there and then or resolve queries or complaints quickly
• Assume your customers are right most people are honest and just want fair treatment
• Treat customers with respect every customer contact leaves an impression so make it a good one
• Deliver what you promise if you don’t your customers will lose faith and quickly go elsewhere
• Make life easy for the customer if they have to contact you to ask a question or even complain, make it as easy and simple as possible
• Don’t argue with a customer try to focus on making it right, not what went wrong
• Think about customers long-term not just as a one-off sale if you look after customers they will come back again and again

October 2009

CPPGroup Plc (CPP), a leading Life Assistance business, today announced the acquisition of The Leapfrog Group Ltd (Leapfrog), a subsidiary of MKM Group Plc, an AIM listed company, in a cash and earn-out deal worth 4.8 million.

Leapfrog is a global provider of loyalty, sales promotion, incentive and reward programmes and the strategic acquisition will strengthen CPP’s portfolio of market-leading Life Assistance products and services.

In particular, the acquisition is seen as a strategic move to strengthen CPP’s newly formed packaged accounts division, a key business ambition for the Group. The division has been created to take advantage of the expected increase in fee-based banking over the next few years.

The deal gives existing Leapfrog products, like Airport Angel, access to CPP’s international distribution network spanning 14 countries and over 200 blue-chip business partners across the financial services, telecom, utility and retail sectors. Airport Angel provides customers with access to a network airport lounges world-wide, along with a real-time personal text service giving essential journey updates.

CPP will also get access to Leapfrog’s expertise in delivering incentives and loyalty promotions to business partners across numerous sectors and its partnership schemes, which provide ongoing sales promotions and loyalty solutions to business partners predominately in the financial services sector.

CPP is a rapidly growing international business, employing 1,700 staff worldwide. In 2008, Group revenue was 259.5 million, an increase of 15 per cent over the previous year. Established in 1980, CPP now has operations across Europe, the Americas and Asia Pacific. Its expanding portfolio of Life Assistance products helps customers cope with the challenges and opportunities of everyday life. CPP is the market leader for Card Protection and Identity Fraud Assistance in the UK. Leapfrog’s existing employees will continue to operate out of the company’s office in Altrincham, Manchester, and will become CPP’s fourth UK site in addition to York, Tamworth and Chesterfield.

Matthew Toynton, Leapfrog’s existing group finance director, has been appointed to lead the new business unit and will report directly to CPP’s UK managing director, Stephen Kennedy.

Eric Woolley, CPP Group chief executive, said: “This important acquisition will result in new commercial opportunities in both domestic and international markets. There are clear synergies between the two companies, with an excellent fit in core capabilities. We are delighted to welcome Leapfrog’s team, whose talent, experience and client relationships will greatly benefit the CPP Group.”

Matthew Toynton, managing director, The Leapfrog Group added: “The combined expertise of Leapfrog and CPP will enable us to deliver our ambitious plans for the next stage of growth. It’s a very exciting time for all involved. I am looking forward to being part of such a fast-paced company and building on our current market-leading services to further strengthen CPP’s business.”

October 2009

Coinciding with the launch of National Identity Fraud Prevention Week, life assistance company CPP today unveils its weapon in the fight against Identity Fraud; Identity Protection Software. This follows the significant growth in account takeover fraud throughout the UK.

CPP lead the UK identity Protection market with over 1million existing customers benefiting from the insurance, caseworker, credit report monitoring and internet patrol services in Identity Protection Alert.

The latest feature works by providing an extra layer of software security, which scans, cleans and monitors PCs for criminal activity as well as locking down web browsers when banking or shopping online to prevent criminals from using malicious software to steal bank account details, passwords and other sensitive information. This can be used either alongside or instead of existing PC protection software.

The latest version of IPA has been launched with a major high street bank and retails at 79.99 for an annual policy which also includes insurance, access to credit reports and a comprehensive caseworker service.

Identity Protection Software has been designed for customers who are concerned about fraudsters accessing their online accounts via phishing e-mails, viruses, key loggers and unsecure websites. Between 2007 and 2008 account takeover increased by 207% and losses from online bank fraud rose 132% to 52.5m.

Once downloaded, IPA’s new identity protection software, powered by Prevx, works by providing a security summary before removing any malicious software. Real-time updates means customers are always protected against the latest online threat. The software also installs a secure browser to prevent other applications viewing or extracting sensitive information that customers may enter online, such as passwords, login details, payment details and other personal information.

In addition, IPA constantly checks if unsecure websites and public databases hold information about policyholders and quantifies the level of risk. Customers are immediately made aware if their banks details are being traded on illegal black-market trading sites. Customers’ credit reports are also constantly monitored and SMS and e-mail alerts inform them if there are any significant changes to their credit status indicating possible application fraud.

Restoring someone’s identity can be stressful and time-consuming. According to CIFAS in cases where a ‘total hijack’ has occurred, perhaps involving 20-30 different organisations, it can take up to 200 hours of work for an identity to be restored. IPA provides a dedicated fraud expert to investigate and resolve cases, taking away the stress and hassle from victims. In the event of fraud where a customer’s bank account is frozen, IPA will also supply victims with emergency funds.

Michael Lynch, product manager and identity theft expert at CPP, said: We’re delighted to announce the release of our upgraded identity protection service which will help protect customers from the latest online threats and account takeover.

“At CPP we are constantly looking to improve our products to ensure we continue to provide the most comprehensive protection and expert resolution services. We are pleased a major bank is selling the latest version of IPA and we are currently looking at extending the new features to the rest of our business partner base.”

Key benefits of IPA V3:

• 60,000 insurance cover to cover lost earnings, legal expenses or communication costs
• 1,500 immediate money transfer for emergency transactions to cover living expenses
• Dedicated fraud expert case worker
• Home investigation service
• Instant access to credit reports and alerts
• PC protection software
• Online identity monitoring and alerts
• 200 to cover document replacement and document registration so that all personal details are safely stored
• National fraud database registration to ensure that there are extra precautions in place before people could take out credit in your name
• Confidential advice line

September 2009

UK renters are falling prey to identity fraud as post is stolen and personal details used for illegal purposes.

Figures released today by life assistance company, CPP, show that one in seven tenants have had their post intercepted and for some this has led to identity fraud.

Among the crimes committed using personal information obtained from intercepted post are bogus mobile phone contracts, fraudulent transactions on shopping catalogue accounts, and account takeover where fraudsters take control of victims bank accounts.

Yet the nation’s 16m tenants are not helping themselves when it comes to moving a third fails to redirect or leave a forwarding address so important post does not go missing. According to the findings, credit card statements, tax credit information, and pension details are just some of the important papers left to the mercy of strangers. Over 85% of tenants claim to have received post for former residents.

And the type of personal information received includes date of birth, national insurance number and credit card numbers which fraudsters can use to take out loans, make illicit purchases or steal someone’s identity. Worryingly only 36% of renters inform their bank when they move address.

CPP’s identity theft experts warn that tenants are at great risk of this type of crime as they are more likely to share communal spaces such as hallways where mail can be easily intercepted, or they move more frequently making it harder keep track of confidential post.

Danny Harrison, identity theft expert from CPP, said: “Fraudsters are using more sophisticated ways to steal personal details like the internet, but we mustn’t forget the more obvious methods like having your post stolen. As we approach National Identity Fraud Prevention Week (12-16 October) we are reminding people that their identity is their most important asset and they need to protect it.”

To avoid falling victim it’s vital that people use the Royal Mail Redirection service for at least 12 months when they move to ensure important information does not go missing. When changing address, you need to make a note of all the important post you receive and tell them you are moving not only your bank and credit card company, but mail from your work, gym, council and inland revenue.

If you suspect your mail is being stolen, contact the Royal Mail customer enquiry Line and check whether a mail redirection order has been made in your name without your knowledge. You can also apply for an identity fraud protection policy to insure you against the consequences of identity fraud and resolve your credit status.

When you move don’t forget to tell your:

• Bank
• Credit card company
• Insurance company
• Work
• Pension provider
• Gas and Electric provider
• Telecom provider
• Inland Revenue
• Gym and other memberships
• Catalogue companies
• Charities
• Local council
• And to be 100% safe use the Royal Mail redirection service to prevent important mail going to your old address

What should you do if you receive post that’s not addressed to you?

• Make sure that you return post back to the sender
• Contact the former tenant and inform them of the un-redirected post so they can resolve the issue
• Never been someone else’s post if possible, but if you do shred it first

September 2009

A York-based company has been shortlisted in the 2009 National Business Awards.

Leading York employer and life assistance company, CPP, is a finalist in the 3i Private Business of the Year category.

The organisation has operations across Europe, Asia and the Americas and has its international headquarters in Holgate Park, York.

Despite the current economic climate, CPP has continued to grow by developing new life assistance products for its business partners in the financial services and telecom sectors. In addition, it has penetrated new markets like utilities and travel with innovative assistance products, whilst maintaining a consistently high level of customer service.

In April 2009, CPP was ranked 76 in the Sunday Times PricewaterhouseCoopers Profit Track 100. The list features the top 100 private companies in the UK based on fastest growing profits over the last three years. It was also ranked 153rd in the 2008 HSBC Top 250 companies list for Britain’s biggest mid-market private companies.

CPP’s managing director, Northern Europe, Stephen Kennedy, said: “To be nominated as a finalist in the National Business Award is a huge achievement. Thanks to the hard work and dedication of all 1,500 staff here in the UK, CPP has continued to grow and be successful in tough economic conditions. “

“We are committed to innovation and excellent customer service, which has allowed us to achieve fantastic growth and develop exciting new products.”

The winners of the National Business Awards will be announced on 10 November at a black-tie ceremony at the Grosvenor House Hotel in London.

August 2009

Leading local employer CPP has joined forces with Tamworth Athletic Club to support the development of sporting talent in the area.

The company, which employs 300 people at its Wilnecote contact centre, has become the club’s main sponsor and will provide financial backing for a number of community-focused initiatives.

The sponsorship will help establish an academy for young athletes and the appointment, in association with Tamworth School Sport Partnership, of a community athletics coach who will provide coaching at the club and at local schools.

As part of the sponsorship, CPP is also supporting the club in its staging of the Kingsbury Water Park 12k race on 1 August a day that includes a 1k fun event for people of all ages and abilities.

Stephen Kennedy, managing director at CPP, said: “Tamworth Athletic Club has an excellent track record of developing sporting talent and providing facilities for athletes ranging from juniors who are just starting out in the sport to veterans who have been engaged in athletics for many years.”

Mr Kennedy added: “They are a community focused club involved in activities such as the Run England programme. This can be accessed by people of all abilities and we hope that some of our employees will join in this programme.”

Dave Williams, member of the Executive Board at Tamworth Athletic Club, said: “We are really excited about the sponsorship tie-up with local employer CPP. The programme we have developed will mean we can concentrate on the club’s community focussed-work, which is important to the members and the committee”.

Ben Bulleyment, from the Tamworth Schools Sports Partnership is positive about the sponsorship between the Club and CPP "This partnership is an incredibly exciting development for the young people of the town. All parties involved are committed to ensuring the highest quality of athletics delivery for our youngsters and with the support of CPP, the School Sport Programme and the Athletics Club will be able to increase the quality and quantity of provision on offer to Tamworth based athletes on both school sites and at the club".

CPP is an international financial services organisation and has three UK-based contact centres in Tamworth, York and Chesterfield. The Tamworth office has contributed strongly to the rapid growth of the business since it came to the town in 2003. Today CPP operates across 14 countries and has over 11 million customers.

CPP is already committed to supporting its local community and works with local schools and colleges, contributing to a wide range of community involvement programmes working with young people in the Tamworth region. The sponsorship tie-up will take the link between business and education into the sporting arena, where hopefully lots of school children will benefit, not only from professional coaching, but also diet and exercise instruction.

In the wake of the success of team GB in Beijing last year and with the London Olympics just three years away, CPP is excited and proud to sponsor the club for the benefit of local children and athletes competing to be the best in their field.

August 2009

For the third season running, leading local employer, CPP, is sponsoring York City Football Club’s community scheme, York City in the Community, which successfully brings professional coaching to thousands of children in York and North Yorkshire every season.

To celebrate the sponsorship, five of the Minstermen’s new signings, along with City manager, Martin Foyle, and his assistant, Andy Porter visited CPP on Holgate Road this week to meet some of their employees who are York City fans.

As part of the visit, CPP employees had the chance to meet York City’s new signings Michael Gash, Richard Pacquette, Alex Lawless, Neil Barrett and James Meredith. The visit to CPP also enabled CPP employees to get autographs and ask the players about the season so far and the push for promotion.

Commenting on the partnership with CPP, York City communications and community director Sophie Hicks said, “We are delighted CPP has decided to sponsor our community programme for the third season running. We have established a great partnership with them and are looking forward to working on some new community initiatives this season, as well as continuing our successful CPP Challenge Cup involving hundreds of children from primary schools around the York area.”

CPP’s managing director, Stephen Kennedy said: “As one of the major employers in York, we are devoted to the development of sport and education programmes for young people in the city. This sponsorship allows York City to further develop their excellent community programme and we are proud to continue our support to help make a difference to the York community”.

The community partnership between York City and CPP will also see the player who makes the most contribution to community activities this season receive the CPP community player of the year award. Also, CPP employees will have the chance to watch City for free using the company’s family season passes and a lucky employee’s child will receive the opportunity to be a York City mascot for the day. Following the success of last season’s Young Sports Writer of the Year competition, CPP and the club are planning to launch the competition again next year.

August 2009

Over 1.7 million people are in danger of falling victim of internet fraud as they use exactly the same password every time they go online, according to a report issued today from life assistance company CPP.

With a big increase in phishing and smishing attacks and malware (malicious software), where fraudsters try to gain access to consumers’ bank account details, passwords and PIN numbers, the use of inappropriate and insecure passwords is putting us at risk from identity fraud and other forms of criminal activity.

The research reveals that nearly half (46 per cent) of Britons use the same password to login to their banking, shopping and social networking sites with a further 54 per cent confessing to using variations of the same password. And with the average person visiting 23 different sites each month that require a login they are an easy target for fraudsters.

Worryingly, nearly 40 per cent of adults admit that at least one other person knows their passwords, ranging from children, colleagues and friends. And it would seem many are in danger of exes coming back to haunt them over half a million confess their former partner has access to their personal login. And of particular concern, over a third (39 per cent) think these people may have logged in using their details.

The threat of fraud is real one in ten people have had their web accounts accessed by fraudsters, with the majority of these attacks (57 per cent) happening in the last year. And as a result, one in twenty reported that they’d had their identity stolen.

Out of the victims, nearly one in five (18 per cent) had goods illegally bought in their name, and one in eight had money stolen the average sum being over 1,000.

Their vulnerability is heightened by the fact that many unimaginative Brits resort to predictable-passwords that aren’t difficult to track. Nearly one in five (18 per cent) use their pets’ names while one in eight use memorable dates like birthdays (12 per cent). Others use their children’s names (10 per cent) or even their mother’s maiden names (nine per cent)!

The majority (68 per cent) excuse themselves by claiming that it’s too difficult to remember numerous logins while one in five (17 per cent) say they are worried about forgetting a password and being logged out.

Sarah Blaney, identity theft expert at CPP, said: “No sensible person would use the same key for their house, car and garage. In the same way, we shouldn’t use the one password for everything. If possible people should use multiple passwords with a combination of letters and numbers, which should be difficult to crack.”

Robert Schifreen, a reformed computer hacker and author of the best-selling book "Defeating The Hacker", was the first person in the world to face a jury trial in connection with unauthorised access to a computer system. His acquittal by the House of Lords led to the introduction of the Computer Misuse Act 1990 in the UK.

Robert advises: “Use a different password for every online system that you sign up to. Otherwise, an online fraudster who manages to find your single password will have the keys to your entire online life. Also, never type your credit card number, or any other confidential information, into a web site that doesn't have the closed padlock symbol to show that what you're typing is being encrypted. Plus, make sure that your antivirus software subscription is current, and that the program is continuing to update itself at least once a week."

Key statistics

• 46% use the same password to login to all online accounts
• 54% confess to using variations of the same password
• 40% admit that at least one other person knows their passwords
• 2% confess their former partner has access to their personal logins
• 39% think these people may have logged in using their details
• 10% have had their web accounts accessed by fraudsters
• Out of web victims 18% had goods illegally bought in their name, 12% had money stolen and 5% had their identity stolen
• 18 % use their pets’ names for passwords
• 12% use memorable dates for passwords
• 10% use children’s names for passwords
• 9% use mothers’ maiden names for passwords
• 68% claim it’s too difficult to remember numerous logins
• 17% say they are worried about forgetting a password and being logged out

July 2009

A contact centre team in York is in the running for a top international award later this year.

CPP, the Holgate-based international marketing services organisation, has been shortlisted in the Large Team of the Year category in the CCF (Call Centre Focus) European Call Centre Awards, the industry’s most prestigious awards.

CPP’s claims team, which handles mobile phone insurance claims for the Phonesafe product, has been recognised for its impressive development over the past 18 months. Catherine Worden, who has worked at CPP for seven years and was appointed Claims team customer service manager in March 2008, has improved processes and efficiency to deliver many positive changes in the department. After all the hard work, it’s now the team’s time to shine at the award ceremony in September.

Catherine said: “It’s fantastic to be recognised as a finalist in this category. We have 50 full time employees in the claims team at CPP and each one of them has had a part to play in this success.”

The strong leadership shown by Catherine and the ability of the team to deliver new process improvements and cultural changes has undoubtedly contributed to CPP’s continuing growth over recent years.

Stephen Kennedy, CPP’s managing director, Northern Europe, said: “The work of the claims team over the past 18 months has made a phenomenal impact on CPP and I’m delighted that their efforts are being recognised by the industry experts. The nomination is a testament to the hard work of Catherine and her team”.

“The team should be incredibly proud of making the finals and I am delighted that they will be representing CPP at the awards ceremony.”

The CCF European Call Centre Awards will take place at the Hilton Birmingham Metropole on Tuesday 22 September 2009.

CPP, which employs 1,000 people in York, is a growing provider of marketing services solutions and Life Assistance products including Card Protection and identity fraud insurance

July 2009

A Tamworth contact centre advisor is in the running for a top European award later this year.

Ranbir Humphreys, a sales and service advisor at leading local employer and international marketing services organisation CPP, has been shortlisted in the Advisor of the Year category of the CCF (Call Centre Focus) European Call Centre Awards, the industry’s most prestigious awards.

Ranbir started working at CPP’s contact centre when she was six months pregnant with her daughter in February 2006. She returned from maternity leave in February 2007 and since then has consistently smashed all her performance targets.

In 2008, Ranbir was one of the top three performers of all the customer service advisors based at Centurion Court. She won the company’s ‘Best Advisor’ award three times and was Employee of the Month in December. In 2009 she has continued to be recognised and rewarded for her consistent effort.

As part of CPP’s buddy scheme, Ranbir also supports new advisors when they leave the training academy helping them to settle into their new roles quickly.

Ranbir’s team manager Shirley Cuffe says: “Ranbir is the model customer service advisor because she cares she is passionate about her role and her performance is always underpinned by the company’s values”.

Ranbir’s aim for the future is to become a customer service manager at CPP. She said: “I’m thrilled to have been shortlisted for such a prestigious award and am looking forward to attending the award ceremony in Birmingham. Our managers at CPP are really good at recognising and rewarding hard work and great performance. I’m really proud to have been shortlisted for an international award and it’s a great career boost for me”.

CPP’s Northern Europe managing director, Stephen Kennedy says: “We’re all really pleased for Ranbir and her achievements so far. Our meritocratic performance culture encourages employees to develop their potential and it’s fantastic that Ranbir has been recognised as a finalist in the prestigious awards ceremony”.

CPP, which employs 300 people in Tamworth, is a growing provider of marketing services solutions and Life Assistance products including Card Protection and identity fraud insurance.

The company’s Claims team has also been shortlisted in the Large Team of the Year category in the CCF European Call Centre Awards.

The awards ceremony will take place at the Hilton Birmingham Metropole on Tuesday 22 September 2009.

July 2009

Trendy oversized handbags are making women a walking target for fraudsters.

The average size of a handbag has doubled in the last ten years and new findings from CPP reveal that women are increasingly using them to hoard valuable documents such as passports (1.3 million), bank statements (1 million) and pay-slips (3.1 million).

The ‘maxi-bag’, made fashionable by the likes of Kate Moss and Victoria Beckham has become a must-have item, but has significantly increased women’s exposure to fraud. As bag theft is on the increase, with over 700,000 cases last year, experts are warning about the dangers of overloading handbags with too much personal information.

More than three-quarters of women admit that their bag contains papers with names, dates of birth or their addresses (83%) but more than half (53 per cent) are unaware what information a fraudster would need to steal an identity.

And it’s not just fashion-conscious women who are at risk. More than one in ten men now carry a ‘man bag’ and over 62 per cent admit that they carry around sensitive personal documentation including bank statements (10 per cent) and passports (7 per cent).

Top locations for bag theft are pubs (29 per cent) and public transport (29 per cent), while one in ten have been targeted while out in a night club or shopping centre. (4) Many are making it simple for fraudsters by leaving bags unattended or open on the back of a chair (10 per cent).

Last year according to APACS, the UK payments association, card fraud totaled 609.9m up 14% on 2007 and CIFAS, The UK’s Fraud Prevention Service, said there were over 62,000 victims of impersonation for the purpose of identity fraud.

Commenting on the research, Kerry D’Souza, card fraud expert at CPP, says “It’s easy to forget that your identity is as valuable to a thief as your wallet or car keys. As handbags get bigger and man-bags become more popular, people need to be aware of the risks attached to carrying around personal documentation and avoid doing so if at all possible.”

“Ideally your passport, bank statements, passwords and payslips should be locked away at home in a secure place and if you lose your payments cards inform your bank as soon as possible.”

CPP top tips to reduce the chances of falling victim to identity theft and card fraud:

• Avoid carrying personal documents on you such as credit card, utility bills and bank statements
• Don't write down PIN numbers, passwords, user names unless you absolutely have to do so, and if you do, keep them very secure and to yourself
• If you are going to throw away post with your personal details shred it first - this even includes junk mail
• Keep valuable documents at home, for example, passports, driving licence and bank statements, hidden and secure. Never take these documents out with you unless you absolutely have to
• If you move house tell your bank, credit card and utility providers. Use the Royal Mail redirection service and consider registering with the mail preference service to prevent mail going to your old address
• Sign up to Verified by Visa or MasterCard SecureCode as it will largely put a stop to lots of unauthorised online spending
• When making purchases, don’t let staff take your debit/credit card out of sight, even for a second
• Apply for a Card Protection type product to protect you against lost and stolen fraud or an Identity Fraud protection policy to insure you against identity fraud

Remember the golden rule: identity thieves are experts at spotting an opportunity to steal your identity and all they need are a few personal details.

October 2009

Spain might be Brits’ favourite summer destination, but sun seekers are being warned not to get burnt as it’s been named the hot spot for lost and stolen cards.

The annual ‘Card Loss Index’ released today by life assistance company CPP, reveals a 17 per cent increase in lost and stolen cards abroad in the past year.

The report shows that Spain and France have topped the list for debit and credit cards being snatched or misplaced for the second year running, with UK holidaymakers in Spain reporting twice as many cards lost than any other country. A number of other popular destinations have moved up the list including, Thailand (from 5th to 4th), Portugal from (11th to 7th) and Greece (from 9th to 8th).

And as more than 11 million Brits head to top 10 card loss locations this summer (2), CPP is warning travellers to keep their cards safe as loss and theft can result in a bucket full of stress not to mention possible card fraud. Losing your cards in America, Canada and Australia can be particularly worrying as those countries do not have Chip and PIN meaning lost and stolen cards can be used with just a signature.

Over a quarter of Brits admit to being more concerned about card fraud abroad this year than last year. One in six don’t trust cash machines on holiday and nearly one fifth are so concerned that they avoid using cards altogether and rely solely on cash when on vacation.

But despite the looming threat of card crime, vacationers admit to a lax attitude to security when holidaying abroad. Over one in ten (12 per cent) leave their bags unattended on their sun-lounger, while one in eight (13 per cent) have allowed waiters to take their bank cards out of their sight. A further one in ten admits to hiding their cards in their room rather than using hotel safes.

But it’s not just those jetting off to Europe that need to take heed cost saving Brits planning to holiday in the UK also need to be cautious. Levels of payment fraud within the UK remain high, with card fraud totalling 379.7m in the UK last year alone, a rise of 16 per cent compared to the previous year (3).

Sarah Blaney, card fraud expert from CPP, said: “When travellers jet off to catch some sun and relax they still need to look after their wallets and purses exactly the same as they do in the UK.”

Losing your cards abroad can be a very stressful experience as often you don’t speak the language and don’t know what to do. If you go on holiday try to be vigilant as criminals see tourists as easy victims. Holidaymakers should keep their valuables safely locked away and be extra careful when using credit and debit cards in shops, bars and restaurants.

“Finally, as banks do look for unusual transactions make sure your bank has your mobile number, so they can contact you to check whether transactions are genuine. If your cards are registered with a Card Protection company, make sure you have their emergency 24 hour loss reporting number available.”

CPP’s top tips to reduce the chances of falling victim to card fraud abroad:

• Don’t carry multiple debit/credit cards in a wallet
• Don’t leave belongings unattended while swimming or sunbathing
• Don’t hang your bag on the back of a chair
• Don’t carry debit/credit cards loose in a bag or pocket
• Make sure your bank has up-to-date contact details for you ,including your mobile phone number incase they need to check if transactions are genuine
• If your cards are registered with a Card Protection company make sure you have their emergency 24 hour loss reporting number
• Don’t let a waiter /shop assistant take your debit/credit card out of sight
• Don’t let someone else take money out on your behalf
• Use a safe rather than leaving your debit/credit cards in a hotel room
• Check your receipts against your statements when you get home

June 2009

Leading Chesterfield employer, CPP is recruiting up to 250 new employees at its customer contact centre at West Bars.

CPP is close to celebrating its first anniversary and it has grown considerably in numbers since it opened last year. They answered their first calls in Chesterfield with only 89 employees. This has already increased to 180 people and is continuing to grow. By the end of this year it’s hoped CPP will have up to 250 additional employees working in the state-of-the-art contact centre.

The recruitment plans will be officially announced on Wednesday 1st July when the company, a growing provider of customer management solutions and Life Assistance products including Card Protection and identity fraud insurance, will celebrate their first year in the town.

The additional jobs are on weekday evenings and Saturday morning shifts, which CPP hopes will suit students, people wanting a second income and semi-retired or retired people.

The company has worked with Chesterfield Borough Council economic development team to open the West Bars centre and on plans to recruit the additional part-time employees. CPP has also worked with Chesterfield College to offer support for people looking for work.

Council Leader, Councillor Ray Russell said: “The West Bars CPP centre has achieved the employment expectations stated when it opened and only one year on there is now to be a significant further expansion. It will benefit the local economy and bring extra income and career opportunities to families and individuals”.

Founded in1980, CPP’s headquarters are based in York and now has operations in 14 countries worldwide, including Europe, North America and Asia Pacific. CPP is soon to launch in China and investigating plans for opening in Taiwan.

Managing director for Northern Europe, Stephen Kennedy said: “We would like to thank the Council and Chesterfield College for their assistance and particularly thank the CPP team at Chesterfield for their hard work in making our first year at West Bars a success”.

“We now need up to 250 additional advisors to handle the growing number of incoming calls at Chesterfield. We will welcome applications from people from all walks of life and experience we already have employees who have previously worked in logistics, construction and manufacturing industries”.

CPP is offering tours of the West Bars centre to people who may want to consider applying. These can be arranged by calling CPP’s recruitment team on 0808 100 2509. Existing employees are also playing their part in the recruitment drive with a ‘Bring a Friend to Work’ day on the anniversary day on Wednesday 1st July.

June 2009

Web scams in the UK have reached epidemic levels with over seven in ten Brits targeted in the last twelve months alone.

A report from life assistance company CPP shows that over 77 per cent of people received fake banking or ‘phishing’ e-mails, 70 per cent have been targeted with bogus pleas for money and 67 per cent have been told they’ve won a competition only to find it was a sham.

Cunning fraudsters are even posing as friends and family members to con their victims. More than one in ten (17 per cent) has received fake e-mails from impostors claiming to be relatives or acquaintances to steal personal information or money.

And even high profile celebrities aren’t immune to this type of crime with recent online fraud targets including comedians Harry Hill and Ricky Gervais and Chelsea footballer Didier Drogba.

This e-scam activity is no surprise given that the amount of unsolicited e-mails received has also grown. Over 60 per cent of us have been targeted by more spam this year compared to last year, with young Brits getting the most (64 per cent).

The growing trend to use the internet to defraud people saw online banking fraud losses total 52.5m in 2008 according to APACS, the UK’s Payments Association a 132% increase from 2007 losses.

Commenting on the report, Michael Lynch, identity fraud expert at CPP said: “Your identity is your most valuable possession. With web threats on the rise, people need to ensure that they protect their personal information not just in public, but also online.”

“Cyber criminals now operate in very sophisticated ways. Although we are seeing very high levels of phishing e-mail attacks asking for passwords and account details, we are now seeing more ‘malware’ attacks such as key-logging, where fraudsters can read what you type on your computer to capture your passwords and other sensitive financial information without you even knowing. People need to be vigilant and make sure that they have the proper security in place such as up-to-date anti-virus software.”

Key statistics: :

• 77 per cent of Brits have received fake banking emails in the past 12 months
• 70 per cent have received bogus online pleas for money overseas in the past 12 months
• 67 per cent were confirmed winners of sham competitions in the past year
• 64 per cent received more unsolicited email in the last year compared to the year before
• Under 25s are the most likely of all the age ranges to have reported an increase in the amount of spam they are receiving
• 80 per cent see Internet security as being vital
• 70 per cent of Brits are worried fraud will increase in the recession as fraudsters resort to desperate measures

CPP top tips to avoid online crime: :

• Install an active firewall which updates automatically preventing hackers gaining access to your PC or laptop
• Install anti-virus protection which scans malicious files
• Install anti-phishing tools which identifies phishing emails and links that can trick you into giving away personal information
• Sign up to Verified by Visa or MasterCard SecureCode as it will largely put a stop to unauthorised online spending
• Apply for an Identity Fraud protection policy to insure you against identity fraud online

May 2009

Chesterfield branch of the MS society has received a donation from a fund set up by Hamish Ogston, founder of leading Chesterfield employer, CPP.

MS - Multiple Sclerosis is one of the most common disabling neurological conditions among young people, with 85,000 diagnosed sufferers in Britain. The MS Society’s Chesterfield branch was formed last year and is run entirely by volunteers who provide support to patients and their families in Chesterfield and North East Derbyshire.

Mr Ogston’s donation will be used to help fund a newsletter and a helpline.

Mr Ogston, non-executive chairman of CPP, made the funding available to help local charities and community organisations in York, Tamworth and Chesterfield where the company has its three UK centres. CPP’s centre at West Bars, Chesterfield opened in 2008 and has more than 180 employees.

Chesterfield MS Society is one of 24 organisations which have benefited from donations totalling 25,000.

Stephen Kennedy, CPP’s Managing Director, said: “The additional funding given by Hamish has enabled us to help more local charities and community groups in 2009”.

Information about Chesterfield branch of the MS Society is at www.mssociety.org.uk/chesterfield

May 2009

Chesterfield branch of the MS society has received a donation from a fund set up by Hamish Ogston, founder of leading Chesterfield employer, CPP.

MS - Multiple Sclerosis is one of the most common disabling neurological conditions among young people, with 85,000 diagnosed sufferers in Britain. The MS Society’s Chesterfield branch was formed last year and is run entirely by volunteers who provide support to patients and their families in Chesterfield and North East Derbyshire.

Mr Ogston’s donation will be used to help fund a newsletter and a helpline.

Mr Ogston, non-executive chairman of CPP, made the funding available to help local charities and community organisations in York, Tamworth and Chesterfield where the company has its three UK centres. CPP’s centre at West Bars, Chesterfield opened in 2008 and has more than 180 employees.

Chesterfield MS Society is one of 24 organisations which have benefited from donations totalling 25,000.

Stephen Kennedy, CPP’s Managing Director, said: “The additional funding given by Hamish has enabled us to help more local charities and community groups in 2009”.

Information about Chesterfield branch of the MS Society is at www.mssociety.org.uk/chesterfield

May 2009

Mishmi Chatterjee, one of CPP’s top performing Consumer Sales agents has flown to Delhi to spend a week coaching employees at the company’s contact centres recently set up to service customers in India.

Mishmi, who has worked at CPP since 2005, was chosen to appear on the front cover of CPP’s 2008 Annual Report. On a recent visit to India, CPP’s CEO, Eric Woolley, shared the report with business partners who were interested to hear Mishmi’s story and her top tips on delivering excellent customer service to UK customers.

And with CPP’s activities in India also expanding, CPP asked York employee Mishmi Chatterjee to visit Delhi to help coach the new employees and share her experiences with peers.

CPP opened its offices in Gurgaon in December 2008 serving Indian customers of major international financial brands. CPP currently operates in 15 countries with India, Malaysia and Turkey the latest additions to the Group. In 2009, CPP will start trading in China and Mexico and continue with plans to launch in Taiwan. CPP now has 2,000 employees worldwide and 200 business partners in Europe, North America and Asia Pacific.

It is the first time that a consumer sales adviser from among CPP’s 1100 employees at York has been invited to help with mentoring at CPP’s overseas operations. And as a token of thanks, CPP is giving Mishmi some extra time to spend with her family after working in Delhi and Chennai.

Mishmi said: “I am delighted with the opportunity to visit and share my experiences with CPP’s team in Delhi. It is a great career boost for me and after the working session is completed I am looking forward to spending some time with my family in Delhi before returning to York”.

Jayne Hartley, Head of Business Support at CPP is travelling with Mishmi to meet colleagues at CPP India. Jayne said: “Mishmi has a great combination of experience of Indian life and culture and the business systems we operate at CPP. Mishmi answers calls and speaks with customers on a daily basis so she is the ideal person to help train and share best practice with our new employees at CPP India”.

Mishmi was also one of 30 CPP employees who earlier this year won an all-expenses paid holiday in Dubai for their sales successes and quality of customer service.

April 2009

CPPGroup Plc (CPP), was ranked 76 in the latest Sunday Times PriceWaterHouseCoopers Profit Track 100 published on 19 April.

Now in its tenth year, this annual league table features the top 100 private companies in Britain with the fastest growing profits, measured over the last three years of audited accounts. CPP was the only business headquartered in York to make it into the top 100 this year, and is one of only 11 companies headquartered in the North East to feature on the list.

Founded in 1980, CPP started as a provider of card protection in the UK, but has since transformed into an international marketing services organisation. Its customer management solutions generate incremental revenues for its business partners as well as reducing cost and increasing customer engagement and loyalty.

Building on Card Protection services, CPP now offers a range of life assistance products including identity fraud insurance, legal protection and mobile phone insurance to more than 11 million consumers worldwide. CPP currently operates in 15 countries and works with over 200 business partners including many high-street banks and telecom companies such as HSBC, Barclays, MBNA and T-Mobile. During 2008 CPP handled 16 million sales and service calls.

Shaun Parker, Group Finance Director of CPP, attributes the success to putting the customer at the heart of the business and adding real value to business partners through the provision of innovative marketing services, which are underpinned by relevant life assistance products

Parker said: “Over the last few years we have implemented a new growth strategy, which is paying dividends in terms of strong revenue and profit growth. Our new strategy has seen CPP bring new products to market and expand internationally.”

This year we will start to operate in China and Mexico building on recent successful expansion in countries like Turkey and Malaysia. Our Indian launch in 2008 is already proving to be a huge success, and by the end of the year, it will be our fourth largest market for Card Protection after the UK, Spain and Italy. We have already signed four major banks and expect to conclude more deals shortly.

"We have also been very successful in increasing the number of outsourced marketing programmes we provide for our business partners. In particular, activating newly issued customer debit and credit cards and offering relevant products to protect consumers against card and identity fraud. To manage our expanding volume of sales and service conversations, we now have a third UK contact centre in Chesterfield, adding to our York and Tamworth operations.”

Under the leadership of Group chief executive Eric Woolley, operating profits increased from 7.1 million in 2004 to 26.6million in 2007. In 2008, CPP achieved double-digit revenue and profit growth. Revenue was up 15 per cent to 259.5 million and group operating profit grew by 22 per cent to 32.5m.

April 2009

A thousand employees at leading York employer CPP celebrated the company’s tenth anniversary in York on Tuesday 7 April with a birthday cake delivered to every floor of the CPP contact centre at Holgate Park.

CPP opened in York in 1999 with just 30 employees in the old carriage works that had long since stopped making trains. Today, the expansion of new products including mobile phone insurance and identity fraud insurance, not to mention new products for the travel and legal sectors has resulted in rapid growth for the York-based business. Currently CPP employs over 1,000 at its York site, which also acts as its international HQ.

Most recently the business has been successful in providing outsourced customer management solutions, which led to the opening of its third UK-based contact centre last July. In 2008, Group revenues were up 15% to 259.5m.

International expansion has also been high on the company’s agenda and it currently operates in 15 countries with India, Malaysia and Turkey the latest additions to the Group. In 2009 CPP will start trading in China and Mexico, and it will continue plans to launch in Taiwan. The company now has 2,000 staff worldwide and more than 200 business partners in Europe, North America and Asia Pacific.

Stephen Kennedy, Northern Europe, managing director said: “We are delighted to be celebrating our tenth anniversary with our employees in York. The city remains at the centre of our expansion both in the UK and abroad.”

April 2009

Over 10.8bn worth of transactions was unaccounted for by British cardholders in the last year, despite the turbulent financial climate and rising levels of payment fraud.

The study by life assistance company CPP, reveals that a third of card holders fail to identify all transactions leaving their bank accounts, with the average person not being able to identify 15.38 a month.

In fact, out of those cardholders that can’t identify all transactions, nearly one in ten are unable to identify over a fifth of transactions on their monthly statements with a quarter (28 per cent) putting it down to fraud.

These findings were also backed up by a live behavioural study, which found that more than half of cardholders couldn’t recognise payments on their recent bank statements.

It seems, however, that cardholders are making it easier for fraudsters as they fail to take action. Out of those that can’t identify all transactions, half don’t investigate unidentifiable transactions unless they are for 21 or more. This is despite the majority (70 per cent) of all card holders thinking that fraud will rise due to the recession, as people resort to desperate measures.

The vast majority of unidentifiable transactions are low value the average comes in at approximately 15. This may be a sign that your details have been compromised, as according to CPP, fraudsters often withdraw numerous small sums before targeting cardholders for larger amounts.

. Michael Lynch, identity fraud expert from CPP said: “Card holders really need to be on their game to protect their finances. Criminals do benefit from complacent attitudes to card security and it is not uncommon for fraudsters to make small transactions of a few pounds to test the water before going on to purchase something expensive like a flat screen TV or laptop.”

While some cardholders acknowledge that unaccountable transactions may be down to forgetfulness, many are certain it’s because they’ve been a victim of fraud. In other instances, card holders blame transactions they can’t account for because of cheque payments not stating the recipient’s name, or trading names differing from the registered company name.

The report also shows that Brits are putting themselves at risk by failing to check their statements thoroughly. One in ten (12 per cent) are checking their statements less because they are either worried about their balance in the current climate, are using cards less frequently, or simply can’t be bothered. This leaves card holders exposed, particularly to Card-Not-Present (CNP) fraud, where criminals use stolen card details to make a purchase on the internet, by phone or by mail order.

Michael Lynch continued: “It’s particularly concerning that cardholders are unable to identify exactly where money is going each month from their bank accounts. It’s all too easy to become lax with our card security as we use credit and debit cards more and more. But it’s essential that we regularly, and thoroughly, check our statements to not only stay on top of our finances, but to ensure the early detection of fraud.”

“The banks are doing their part to try to identify fraudulent transactions, but we need to help them by monitoring our accounts and reporting anything unusual.”

Richard Hurley, from CIFAS The UK’s Fraud Prevention Service, said: “These figures if they truly reflect the lack of priority given to checking statements and investigating ‘unidentifiable’ transactions are worrying. They demonstrate how far too many people are leaving themselves exposed to fraud. In the same way that a person would not turn a blind eye to small cash amounts disappearing from their wallet or purse, consumers need to be equally vigilant in checking and verifying bank statements to be sure that they are only paying for what they should be paying for. It is common practice for fraudsters to steal a small sum to ‘test the waters’ before subsequently emptying an account. This, in itself, should make individuals think twice before they file or shred their statements without checking them properly.”

Top tips from CPP for keeping your cards safe in 2009:

• Sign up to Verified by Visa and MasterCard SecureCode as it will help prevent unauthorised online spending
• When making purchases, don’t let staff take your debit/credit card out of sight, even for a second
• Check your receipts against your statements when you get home
• Don’t let someone else take money out on your behalf
• Don’t carry multiple debit/credit cards in a wallet
• Don’t carry debit/credit cards loose in a bag or pocket

March 2009

Employees at leading local employer CPP's Wilnecote site have enjoyed a week of healthy lifestyle advice and special pampering from their bosses.

In a week of activities designed to beat credit crunch gloom and boost health awareness, the 300 Wilnecote employees were treated to free health checks and information on healthy living, free fresh fruit, manicures and massages, tea and snacks served by top management and to end the week, a sale of home baked cakes with proceeds going to a worthy cause.

Employees also brought along their unwanted toiletries, soaps and perfumes, for donation to local Women and Children’s refuges.

Inji Duducu, Director of HR and one of the event organisers said: "It was a great week and we were delighted to serve up some extra ‘feel-good’ benefits to our Tamworth employees - they are an excellent team and have helped to make our CPP contact centre at Tamworth a big success in the six years since it opened."

CPP handles millions of customer service and sales conversations each year in connection with CPP's Life Assistance services for some of Britain's biggest financial services and telecom brands, including Barclaycard, RBS, MBNA and T-mobile. These include, among other services, card and identity protection and mobile phone insurance.

Age is no barrier when it comes to working at CPP. In fact, the company positively welcomes applications from more mature people.

“We have noticed that employees over the age of 25 often bring valuable experience to the job and generally are very loyal to the company, says Head of Call Centre Recruitment, Shirley Young. She continues, we value the level of experience and maturity they bring.”

Take for example, Geoffrey Gill who is 64. He has been working at CPP since September 2008. When he retired from his office supplies company at the age of 53, finding another job was the last thing on his mind.

For the previous 20 years I’d hardly taken a holiday, he says. “I worked 14 hour days, seven days a week. When I retired, I just wanted to take it easy.”

Like many retired people, after a while, Geoffrey found that a life of leisure wasn’t what he wanted after all. “I could have sat at home watching TV or surfing the internet all day, but I really needed something to keep my mind active. My wife, who retired at the same time as me, felt the same.”

It was their daughter who first suggested they should find part-time work. So when they found out about vacancies at CPP, they decided to apply.

“I was a bit apprehensive when I turned up for training on the first day, admits Geoffrey. It’s a long time since I’d been to school, and a lot of the people on the course could have been my grandchildren. But after two days I thought it was terrific. The training was superb, and everyone on the course was so friendly. I felt like part of the team straight away.”

Now Geoff works five mornings a week, from 9am until 1pm. I was determined from the start I wanted part-time work, and CPP was able to give me what I wanted, he says. Working here has made such a difference to my lifestyle. I can walk to and from work, which is something else I wanted to do. I can use the free gym, and have lunch in the subsidised cafe, which is excellent. Sometimes I come in early to have a cup of coffee and log on to one of the computers in the cafe. Then I have my afternoons free, so I have the best of both worlds. Working part-time helps keeps my mind active I’ve learned such a lot since I started working here. And working as part of a team is fantastic. A lot of the people in my area are younger than me, but we all get on really well.

“I would recommend CPP to anyone of my age who’s looking for a new challenge. So many companies make you feel as if you’re over the hill when you reach 65, but at CPP it can be just the beginning.”

CPP is an international financial services organisation that has been operating for over 25 years and employs over 1,400 members of staff across the UK. They are actively seeking employees of all ages for full and part time vacancies at their Holgate Park headquarters in York.

March 2009

Employees at leading York employer, CPP have been getting fit for work and enjoying a week of healthy lifestyle advice with the help of York City Football Club who dropped in to offer their expert advice to employees.

During the week employees could take advantage of free health checks and information on healthy living, enjoy free fresh fruit, pampering sessions with face and hand massages and manicures provided by York College beauty students, exercise workouts with coaches from York City FC - and free snacks and refreshments served by company bosses.

Home-baked cakes were also on sale to raise money for worthy causes and employees brought in their unwanted toiletries, soaps and perfumes, and books to donate to Oxfam and local Women and Children’s refuges.

CPP employee Jordan Eaton said: "I got some great advice from the YCFC guys. They showed me some quality techniques to add to my training regime and I also had a good chat with them about diet, hydration and exercise."

CPP's 1100 employees at Holgate Park handle millions of customer service and sales conversations each year in connection with CPP's Life Assistance services for customers of some of Britain's biggest financial services and telecom brands, including Barclaycard, RBS, MBNA and T-mobile. These include, among other services, card and identity protection and mobile phone insurance.

Inji Duducu, HR Director, and one of the organisers of the Feel Good week said: "We were delighted to serve up some feel-good extra benefits to our York employees - they are an excellent team and have helped to make our York operation a continuing success."

March 2009

Working Mum Rachael Wilson is 'over the moon' with the new car she won for her achievement at leading York employer, CPP.

Now all she needs is to pass her driving test.

Rachael from Wheldrake near York who has worked at CPP's Holgate Park centre for 8 months and 'enjoys every minute' was the lucky winner of the 13,000 Mini in a prize draw from 49 keys awarded to top-achieving CPP employees. To be eligible for the prize, awarded annually for successful work and dedication, points are awarded monthly all the monthly winners enter a lottery based challenge where they have a 1 in 49 chance of winning the top prize. Employees accumulate points based on a range of measures, including achieving sales targets, customer service quality and achievement of key performance indicators.

Rachael said: ' When I won I was so happy I burst into tears! It is a lovely prize and much appreciated and I would like to say a great thank you to all the people at CPP who made it possible for me to win. I don't drive so it is a brilliant opportunity to get driving and have my own car. It's a great help and has come at a perfect time'.

Employees who did not win the Mini will still have a consolation prize - 30 employees and their partners are being treated by CPP to an all expenses paid holiday in Dubai in March

CPP’s 1400 employees in York, Tamworth and Chesterfield handle millions of customer service and sales conversations each year in connection with CPP’s Life Assistance services for some of Britain’s biggest financial services and telecom brands including Barclaycard, RBS, MBNA and T-mobile. These include, among other services, card and identity protection, and mobile phone insurance.

Mike Kneafsey, Group Consumer Sales and Service Director at CPP presented the keys to Rachael Wilson for her prize Mini as lucky prize winner of this year's CPP DREAM awards for outstanding achievement.

February 2009

Tamworth employer CPP has responded to recently announced government policy to assist mothers and fathers who want to return to employment after looking after their children fulltime,

CPP is currently celebrating its sixth year of operation at its Centurion Court, Wilnecote site where 300 employees are part of CPP’s national and international marketing services organisation. CPP handles millions of customer service and sales conversations each year in connection with CPP’s Life Assistance services for some of Britain’s biggest financial services and telecom brands including Barclaycard, RBS, MBNA and T-mobile. These include, among other services, card and identity protection, and mobile phone insurance

CPP’s Head of Contact Centre Recruitment, Shirley Young said: “We have noticed that people looking to return to work often bring valuable experience and understanding of customers’ needs and are generally very loyal to the company helping our continuing success and growth in the Tamworth area. We value the level of experience and maturity they bring to the job and career opportunities at CPP and we are delighted to support the Government’s recently announced aims to help more parents to get back into employment, with all the benefits that brings to the family income”.

CPP are actively seeking employees of all ages at Tamworth and the company’s other locations at Chesterfield and York, and are offering a variety of different shift patterns to suit different home commitments, as well as their award-winning staff training scheme to give you all the tools and confidence you need to succeed.

Examples of people who have taken up new career opportunities at CPP at Tamworth after career breaks to look after new arrivals in the family or being made redundant from employment elsewhere include:

• Lisa Watkins, age 26. Lisa said “I was a fulltime Mum before applying to CPP when my children had started school and I wanted to return to work. CPP offered hours that suited around school hours I work 9.30 to 1.30 which means I can take my children to school and pick them up. It’s flexible and I enjoy the work. I earn a full-time wage for working part time hours and it is flexible and close to home.”
• Tanya Laverty, age 44. Tanya who has been at CPP six years said: “After having my baby I needed to return to work, but I was nervous about it. A recruitment agency sent me to CPP and I found that the hours suited I could take my children to and from school and also be around for them at home after work to help them and enjoy their growing up years. I currently work 9.30 to 1.30. My career at CPP has rewarded me with a worthwhile income and renewed confidence after having been made redundant by a previous employer.”

CPP is a UK-based financial services organisation that has been operating for over 27 years and employs more than 1,400 members of staff in the UK, with international offices in Europe, North America, India and Asia Pacific.

February 2009

York Amateur Boxing Club and Young People’s Fitness Centre found it could count on CPP when it was looking to replace its battle-scarred boxing ring.

Leading York employer weighed in with the 3,000 needed to buy a brand new boxing ring which will be of benefit to all of the club’s boxers, after being introduced to the club’s excellent community-focused work by the employee-volunteering charity, York Cares.

Club manager Lewis Gell, said: “The boxing ring that we previously had in use was 60 years old and had seen better days. We were delighted when CPP stepped in to give us a helping hand. This is a great boost for our members and all those interested in boxing in the local community.”

The club, a registered charity based in Layerthorpe, is playing a vital role in the development of young people and uses boxing, coaching and fitness training as a means of channelling energy in a controlled manner, while encouraging achievement.

Members have the opportunity to gain a range of awards and qualifications including the ASDAN Boxing Certificate of Personal Effectiveness a GCSE equivalent for 14 to 16 year olds.

Stephen Kennedy, Managing Director of CPP, said: “The club is doing a great job in engaging with and inspiring young people, by teaching them skills that are relevant and useful both inside and outside the ring. We are really pleased to be supporting the club, which will benefit many young people in the local community hopefully for at least another 60 years to come.”

This latest boost to the club follows a 5,000 donation given by Gannett owners of The Press - in March through its charitable foundation. The money was used to purchase new floor mats.

January 2009

Card fraud has dramatically increased in London over the last year - more than two million, over one in three, Londoners having ever fallen victim.

According to life assistance company CPP’s annual Card Fraud Index, which identifies fraud hotspots across the UK, card fraud in the Capital has increased by 10% in the last year, with 38% of Londoners now having ever been affected at least once. This means London tops the tables for the worst card fraud in the country for the second year running.

Across the UK, card fraud has risen by five per cent in the past 12 months. One in four Brits, over 12 million people (2), now having ever been a victim a possible reflection of the desperate measures fraudsters will resort to during the current climate.

While London took the top spot for card fraud, rounding out the top five was Cardiff (34%), Glasgow (31%), Manchester (29%) and Brighton (27%) the coastal city saw an astonishing increase in card fraud of 15% in 2008.

Online fraud has been an increasing problem, affecting 39% of victims, while card cloning from a cash point or chip and pin device accounted for a fifth (21%) of fraud cases. Out of all cards that are physically lost and stolen, one in ten are also being used fraudulently.

The sums of money involved in these fraud cases are substantial. The average sum fraudulently transacted is over 650, with one in 20 victims (six per cent) reporting losses of over 2,000. Worryingly, 42% of card fraud victims did not know about these transactions and only found out they had been defrauded when alerted by their bank. This is up six per cent from last year.

Kerry D’Souza, card fraud expert from CPP, says: “The dramatic increase in card fraud shows no sign of abating which isn’t surprising given the desperate measures some people will resort to during the recession. Fraudsters are becoming increasingly sophisticated, especially when it comes to online transactions which are a particular cause for concern.”

“Cardholders need to remain vigilant with their cards and take the necessary steps to protect themselves from checking statements more frequently to keeping sight of their card when paying for transactions. It might seem like simple steps but they will go a long way in preventing fraud.”

The life assistance company CPP is urging consumers to remain vigilant in the fight against fraud. While almost a fifth of cardholders (17%) say they are more worried about card fraud compared to last year and 18% of those surveyed say they will even resort to using their cards less only a third say they will check their bank statements more frequently, meaning that many small transactions could slip through undetected.

Top tips from CPP for keeping your cards safe in 2009:

• Sign up to Verified by Visa and MasterCard SecureCode as it will largely put a stop to lots of unauthorised online spending
• Don’t let staff take your debit/credit card out of sight, even for a second
• Check your receipts against your statements when you get home
• Don’t let someone else take money out on your behalf
• Don’t carry multiple debit/credit cards in a wallet
• Don’t carry debit/credit cards loose in a bag or pocket

Worst cities for card fraud: City Percentage of people affected by card fraud

• London 2007 28% (1) - 2008 38% (1)
• Cardiff 2007 20% (5) - 2008 34% (2)
• Glasgow 2007 20% (6) - 2008 31% (3)
• Manchester 2007 22% (4) - 2008 29% (4)
• Brighton 2007 12% - 2008 27% (5)
• Norwich 2007 19% (9) - 2008 25% (6)
• Southampton 2007 14% - 2008 24% (7)
• Birmingham 2007 25% (2) - 2008 23% (8)
• Edinburgh 2007 18% (10) - 2008 23% (9)
• Plymouth 2007 16% - 2008 22% (10)
• Leeds 2007 19% (8) - 2008 19%
• Bristol 2007 22% (3) - 2008 18%
• Newcastle 2007 9% - 2008 16%
• Sheffield 2007 18% - 2008 14%
• Belfast 2007 6% - 2008 13%
• Nottingham 2007 19% (7) - 2008 12%
• Liverpool 2007 14% - 2008 10%

Key statistics

• 26% of Brits have been a victim of card fraud
• Those having experienced card fraud has risen by 5%, from 21% in 2007 to 26% in 2008
• 42% of victims only knew they had been defrauded once told by their bank
• Online card fraud accounts for 39% of fraud; card cloning from a cash point or chip and pin device accounts for 21% of fraud cases; and one in 10 (8%) of lost and stolen cards have fraudulent activity against them
• Over two thirds of card fraud victims had over -500 transacted fraudulently; one in twenty reported fraudulent transactions of over -2,000
• Only 34% will check their bank statements more regularly this year
• 47% of victims people believe that banks should be responsible for preventing card fraud, compared to 32% who believe it should be the responsibility of cardholders
• 17% claim they are more worried about card fraud compared to last year