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The FCAA mission is to promote quality and professional delivery of financial counseling services. FCAA member agencies assist hundreds of thousands of consumers annually with financial counseling services of all kinds as well as debt management services. Find out more about joining the FCAA.


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"Secret Shopper" Makes Certain AICCCA Members Provide High Quality Service

7/31/2013 12:00:00 AM -

Fairfax, VA  - The Association of Independent Consumer Credit Counseling Agencies recently completed the third year of audits under its unique Compliance Assessment Program. Designed to insure that every counselor provides customer service according to AICCCA's high standards and that each agency is in compliance with AICCCA standards for fees and disclosures, an independent third-party service conducts assessments in actual counseling sessions without the knowledge of the counselor or the agency involved.

Hundreds of counselor assessments have been completed to date involving every AICCCA member with significant, measurable improvement in service delivery for consumers. The average score for all counselors has improved from just below 80 percent to over 95 percent in sustained growth beginning in the third quarter of 2009 until today.

"The continued improvement in quality service delivery is indicative of a voluntary program that is making a real difference for consumers," said David Jones, president, AICCCA. "This program is singular in its positive effect on counseling quality and uniform service delivery in the industry. It is an excellent example of continuous quality improvement in action."

CAP uses a set of reliable scoring criteria designed to accurately measure each counseling session. Once scored and reviewed, the assessment is forwarded to the agency for its use in remedial training if necessary. AICCCA is the only credit counseling organization currently utilizing this type of program.

Founded in 1993, Association of Independent Consumer Credit Counseling Agencies (AICCCA) is a national membership organization, established to promote quality and consistent delivery of credit counseling services. AICCCA and its members are focused on improved creditor relations, efficient processes and advanced technology to best serve clients and creditors. AICCCA members are independent nonprofit agencies that advocate for debtors, counsel millions of consumers annually nationwide and provide debt management services to consumers with excessive unsecured debt. For more information or to contact an AICCCA member office call 866-703-TRUSTAICCCA (866-703-8787) or visit www.aiccca.org.