The VPA Voice - VPA Newsletter

The VPA Voice
"Giving a Voice to Industry Members"
May 3, 2013

Director's Corner

The VPA Voice is an ongoing work in progress, dedicated to giving our members feedback on current events. We are always available to listen and receive your ideas for "moving the ball forward" and making progress in our industry. We want to assist in any way we can and look forward to your suggestions on ways we can help you improve your individual and organizational performance.

As always, please feel free to contact me with your feedback on industry matters. The VPA is here to help give you a voice.

All the Best,

Chris Carenza
Executive Director, VPA


VPA Website Updates

Acting on feedback from members, the VPA has updated its website to make it easier for industry members and consumers to access past copies of The VPA Voice newsletter. You can access those newsletters here. In addition, you will notice more calls to action throughout the site to allow those interested in signing up for the newsletter to join our distribution list.

In the months to come, we will continue to fine-tune the website to meet the needs of our key constituents, including members, consumers, the media and others. If you have any suggestions for the site, please contact Chris Carenza at


Call Monitoring Program

The VPA is in the final stages of transitioning the call monitoring program over to BPA Quality, an independent third party with more than two decades of experience in the industry. BPA Quality is the world leader in providing Quality Solutions for Contact Centers worldwide. As an owner you always want to know the truth, and the BPA Team offers transparent, objective evaluations that focus on facts, not opinions. BPA is already providing us with very helpful analytical information on issues everyone faces in this area. As with any change in programs, there will be some new protocols and procedures that you will notice when you receive scores from the program. If you have any questions, please do not hesitate to contact Chris at


Marketer Certification and Recertification
Get Certified, Get Noticed!

We are happy to report that many of our current certified members are in the process of recertification, and still more call centers are taking the steps to work through the audit process on their original certification.

Certification is an outward signal to consumers that you have been audited and your call center is in compliance with the standards of conduct. On our website you get visibility with consumers, and on your website you are able to display the Gold Medal signifying your status. Successfully completing the certification process illustrates you have a specific body of knowledge, and that you are dedicated to being in compliance.

Knowing you are certified gives consumers a feeling of confidence that they are dealing with a company that values being in compliance with state and federal laws. This in turn gives your staff more credibility when talking with consumers. In the long run this will help operational efficiency and assist in making strategic progress. The guidance you get during the certification process will help you develop and deliver the highest quality marketing materials and sales programs. And under the $3-6-10 program, you will see a definite economic benefit.

We are very excited to announce that Repair Defense Network has successfully completed the Vehicle Protection Association's Certification-Audit Program. Congratulations!

If you are interested in certification or recertification, it is necessary to submit your application to the VPA to get that process started. For more information, please contact Chris Carenza at


Annual Meeting Announcement

Viva Las Vegas!

This year's Annual Meeting on September 15 -16 and will again be held at Bally's Las Vegas Hotel & Casino, so please plan your trip accordingly. The VPA is excited to host the premier gathering of organizations involved in the vehicle service contract industry. Stay tuned for more information.


Regulatory Update

Please go to the VPA website and log in to the Member's section. There you will be able to see the April 2013 VPA Legislative Monitoring Report, which tracks proposed and passed bills and regulations pertaining to the vehicle service contract (VSC) industry. The report describes the potential impact of all bills/regulations, assesses whether they primarily affect providers (i.e. administrators), marketers or both, outlines the movement of the bills/regulations and contains links to the text of the bills/regulations.

No relevant bills or regulations have been enacted or adopted recently.

If you have a regulatory/legislative question please contact Chris Carenza at


Member Showcase

The VPA Voice will periodically feature members who have made an effort to give back to the community in one way or another. If you would like your company to be featured here and on the website, please contact Chris Carenza for more information on this member benefit.

This month the VPA would like to recognize Beau Reinberg, COO of Consumer Protection Services (Gold Certified Marketer), for his commitment to St. Louis Gym Rats basketball club, as well as Rebecca Howard and Ralph Shayne of Paylink Payment Plans for their donation to the organization. The club's mission is to "promote leadership, sportsmanship and academic responsibility, and to commit to being positive role models in the lives of student-athletes."

As a volunteer coach, Beau serves as a positive role model for his team and also helps the players get exposure in basketball tournaments across the country in hopes of securing college scholarships. In addition, he is charged with raising funds for tournaments, travel and uniforms, which is not always an easy task.

In that respect, Beau was thrilled and very grateful when Rebecca and Ralph made a generous donation to the organization on behalf of Paylink Payment Plans. This is another amazing example of how the VPA works to support one another both professionally and personally.

"We are proud members of the VPA and have greatly benefitted from our involvement in the certification process and specifically following the standards of conduct," Beau said. "Not only have we experienced higher customer satisfaction, but we have also significantly improved our rating with a nationwide consumer reporting agency, which is a testament to our focus and commitment to the VPA's standards of conduct."