London, 30 April 2014. International music licensing company PPL has been shortlisted as a finalist in the Improvement Strategy of the Year category at the annual European Call Centre and Customer Service Awards 2014 (ECCCSA).
PPL’s Member Services team has been recognised for its commitment to maximising the value and accuracy of payments made to members, through a new disputes process launched last year, designed to resolve any issues relating to the ownership of a recording.
The disputes process enables PPL to inform recording right holders proactively and impartially when another party has also claimed ownership of the same recording. The process gives each party the opportunity to submit evidence to prove their ownership, after which PPL is able to make a fair and unbiased decision on which party the recording right lawfully belongs to. The success of the disputes’ process saw 13,800 cases resolved and a pay-out of £2.9 million to PPL’s members in 2013. Without the new disputes process, these payments may have been held in reserve. The service is delivered by PPL’s Member Services team who, as well as taking the lead in the initial communication with recording right holders to raise awareness of the dispute, provide step-by-step guidance and advice to right holders at each stage of the process.
The development of this new disputes process is one of many initiatives being implemented by the organisation to maximise royalties for members. The company’s innovative development of a web based tool ‘Register Repertoire’ (Reg Rep), designed to enhance the accuracy of data for sound recordings held on internal systems and in turn deliver maximum revenue for members, also reached the finals of both the UK Customer Experience Awards and ECCCSA’s in the New Product/Product Improvement and Best Online Customer Service categories respectively in 2013.
Simon Hutchinson, Member Services Operations Manager, PPL said: “PPL’s 75,000 record company and performer members receive royalties each time any of their recordings are used by a broadcaster or played in public by a business such as a pub, shop or office. As the music industry evolves into a digital market, it has in some instances become increasingly difficult to ascertain who the owner of a recording is.
“The new disputes process enables us to maximise the payments that we can make to our members, which is particularly important now more than ever as we continue to manage more recordings for even more members both in the UK and internationally.”
Speaking of the nomination, Christine Geissmar, Operations Director, PPL said: “We are absolutely delighted to be shortlisted for these Awards which recognise our commitment to enhancing and refining the services that we offer for our members. Since its implementation, the disputes process has vastly improved member experience, whilst ensuring we protect the copyright of our members.”
The ECCCSA’s celebrate and promote excellence in customer experience across a broad spectrum of industry. The judging panel includes senior representatives and heads of customer care from blue-chip organisations such as Deloitte, Odeon, ITV, Asda, AA, The White Company, and Call Centre, amongst others.
Nick Davey, Programme Manager, ECCCSA said: “I have been astounded by the continued support the industry has shown the Awards, despite the changes that we announced last year. The quality of entries has surpassed anything we have seen in previous years and I would like to thank you all for the effort that you have put into your entries. Congratulations to everyone who made it into the finals and I look forward to seeing you at Old Billingsgate in June for the gala dinner and to find out who our 2014 winners are.”
The ECCCSA’s will take place on 12th June 2014 at Old Billingsgate, London. A full list of finalists for the Improvement Strategy of the Year Award category can be found here: htp://ubm.io/PKyeqD