Nothing

1. Internal document
Page 1 of 3
SOP - Call Center - Workstations Payout Computation & Invoice Processing
Details:
Process Call Center – Workstations Payout Computation &
Invoice Processing
Date 03-May-2019
Version Ver.1.0/Call Center – Workstations Payout &
Processing/0519
Product Retail Loans Collection
Scope: Define guidelines for computing of Call Center - Workstations Payout & Invoice
processing.
1. Process : Payout computation
Sr. No Process Steps FPR/Team Tentative
TAT *
Deviations /
Remarks
1 Input files to be received from respective FPR by 3rd
of every month :–
 Dialer Report
 Attendance Sheet
 Manpower data
 Seat plan
 DRA Status
Call Center &
Bank FPR
T
2 Checking of the input files
 Whether format is correct
 All the relevant columns should be duly filled
 Validating total TOS & present days in the
Billing data shared
 To check whether there is duplicate entry of
FTE
 FTE name updated are unique & correct
 Necessary clarification to be taken, in case
there is any discrepancy.
 Working hrs. should not be greater than 10
hrs.
 DRA status needs to be checked
Risk Payout -
Maker
T+1 Discrepancies
- Revised
input files to
be obtained
3 Computation of payout as per approved Agreement Risk Payout -
Maker
T+2

2. Internal document
Page 2 of 3
SOP - Call Center - Workstations Payout Computation & Invoice Processing
4 Quality check of payout computed
 Manual check - FTE Duplications
 TOS & present days validation
 Rate grid – validation
 Formula validation
 Comparing payout computed with the output
generated by Call Center
Risk Payout -
Checker
T+3
5 Computation file to be shared with Bank FPR Risk Payout T+4
6 Validation of the payout computation & sharing with
Call Center
Bank FPR T+5
onwards
2. Process : Invoice processing
Sr.
No
Process Steps FPR/Team Tentative
TAT*
Deviations / Remarks
1 Physical invoice along with necessary
supporting is sent to Risk Payout Team.
Agency/Collection
FPR
T
2 Checking of invoices as per defined
check points – Listed below
 Vendor name ( Name check
authenticity)
 Portfolio (Portfolio for
segregation and to validate
invoice amount )
 Payout amount (Amount
raised in the invoice matches
with central billing amount)
 Bill month
 Invoice no. (Mandatory or
Fincon)
 Invoice date (Mandatory or
Fincon)
 GST details – Not applicable
for Collection – Recovery, KCC
& MEF Legal.
 HSN/SAC code (Mandatory
or Fincon)
 Service type
 Vendor pan no
 Net payout
Risk Payout T+1 Discrepancies – Revised
invoice to be obtained
from
Agency/Collection FPR

3. Internal document
Page 3 of 3
SOP - Call Center - Workstations Payout Computation & Invoice Processing
3 Upload of bill in YESPAY Risk Payout T+2
4 Approval in YESPAY as per defined
approval matrix
Risk Management
Seniors
T+7 Approval TAT may
differ as per availability
of approving authority.
5 Submission of invoice along with
Approved claim form to FINMGT team.
Risk Payout T+9
6 Processing of invoice & payment
credited to vendors account.
FINMGT T+24
*- TAT is based on actual working days i.e. excluding public holidays & weekly offs.
*The timelines are indicative. Actual timelines may differ from case to case / time to
time, considering the dependency on process steps, volumes, availability & accessibility
of relevant authority, etc.
Abbreviations:
o FINMGT – Financial Management
o TOS – Time On System
o FTE – Full Time Employee
o DRA – Data Recovery Agent