Outbound Calling workflow of domestic contact centers related to Banking clients

1. Calling Workflow
Banking

2. Contents
 Allocation Strategy
 Call Centre Setup
 Calling
 Negotiation
 Payment Process
 Penal Transfer
 ECS Revoke
2

3. Allocation Strategy
Calling
Calling is done for the Unpaid
customers till the month
ending.
Allocation
Allocation is done on every
1st of the month which has
the Penal Unpaid customers.
Payment Check
Payment check is done on
every EMI Date (5, 10, 15 ,22)
Penal Unpaid accounts
would be added to the
existing base on every 1st
3

4. Call Centre Setup
Data Admin & Analytics Team
Contact Centre Team
Supervisor
Quality &
Compliance
Reportings
Client
Call Centre Setup
4

5. Calling
Proper
negotiation done
Contact?
Skip traced/Client
referral
PTP?
Confirmation of
payment mode
Account resolved Paid?
Yes
Yes
Yes
No
No
No
Calls Dialed
Calling Flow
5

6. Negotiation
Negotiation Flow
Start Negotiation
Will
Pay?
No
Waiver?
• Part Payment
• Full Payment
• EMI
• Full Payment
• Immediately not possible
• End of tenure
• Never Pay
No
Yes
Yes
6

7. Payment Process
Branch Paid?
No
Yes
Account
Resolved
Calling Done
Debit
Fund
Availabl
e?
No
Debit Requet
Sent
Confirmation
Done
Paid?
No
Yes
Account
Resolved
Calling Done
Yes
Online
EMI or
Penal?
EMI
Transfer
request sent
Account
resolved
Reason check
Done?
Penal Yes
No
CPU
Confirme
d?
No
Calling Done
Collection
Done
Hands-Off
Done
Account
Resolved
Confirme
d?
Same Day
Next Day
Yes
Payment Process Swim Lane
Payment Type Process Flow
7

8. Penal Transfer
Penal Transfer Flow
Paid Accounts
EMI or
Penal?
EMI
Transfer request
sent
Account resolved
Reason check
Done?
Penal Yes
No
8

9. ECS Revoke
ECS Revoke Flow
ECS Accounts Enrolled?
No
Yes
Continue
Revoke if more
than 3 Bounce
Paid?
No
Yes
• Bounce (N)
• Cleared
9