Telecalling Executive

The NBFC calling process and collection for recovery refers to how a Non-Banking Financial Company (NBFC) contacts borrowers to recover overdue payments in a structured, compliant, and effective way. Here’s a clear, practical breakdown:

🔹 1. Pre-Calling PreparationBefore any call is made:

• Account review: Check borrower details, loan amount, overdue days (DPD), repayment history.
• Segmentation: Classify accounts:
• 
  
• Early bucket (1–30 days overdue)
• Mid bucket (31–90 days)
• Late bucket / NPA (90+ days)
• Strategy selection: Soft reminder vs. strong recovery approach.
• 📞 2. Calling Process (Step-by-Step)🟢 A. Opening the CallGreet politely and introduce:
• 
  
• Name
• Company (NBFC name)
• Verify customer identity (basic KYC confirmation).

Example:

“Hello, I’m calling from XYZ Finance regarding your loan account…”

• 🟡 B. Purpose of CallInform about:
• 
  
• Due amount
• Due date / overdue days
• Keep tone professional, not aggressive.

🟠 C. Customer Interaction & ProbingUnderstand the reason for non-payment:

• Financial difficulty?
• Job loss?
• Forgotten payment?
• Dispute?

🔵 D. Resolution OfferingDepending on situation:

• Payment reminder (early stage)
• Promise to Pay (PTP)
• Part payment option
• Restructuring (if eligible)
• Settlement (in severe delinquency cases)
• 🔴 E. Closing the CallConfirm commitment:
• 
  
• Amount
• Date
• Repeat clearly and thank customer.
• 🔁 3. Follow-Up ProcessTrack PTP (Promise to Pay)
• Send reminders (SMS, email, WhatsApp)
• Re-call if payment not received
• Escalate if required

⚖️ 4. Compliance & Legal Guidelines (Very Important)NBFCs in India must follow rules set by the Reserve Bank of India:

• Call only between 8 AM – 7 PM
• No harassment or abusive language
• Respect customer privacy
• No threatening behavior
• Maintain call recordings
• 📊 5. Collection Strategy by BucketBucketDays Past DueStrategyEarly1–30 daysFriendly remindersMid31–90 daysStrong follow-ups + negotiationLate90+ daysLegal notice, settlement, field visit👥 6. Field Collection (If Calling Fails)Field agents visit customer location
• Deliver notices
• Collect payments
• Must follow strict conduct rules
• 📌 7. Key Metrics in CallingRPC (Right Party Contact)
• PTP conversion rate
• Collection efficiency
• Roll rate (movement to next bucket)