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Outbound Calling Workflow
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- 2. Contents Allocation Strategy Call Centre Setup Calling Negotiation Payment Process Penal Transfer ECS Revoke 2
- 3. Allocation Strategy Calling Calling isdone 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 DataAdmin & 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? Confirmationof 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 CallingDone 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 TransferFlow Paid Accounts EMI or Penal? EMI Transfer request sent Account resolved Reason check Done? Penal Yes No 8
- 9. ECS Revoke ECS RevokeFlow ECS Accounts Enrolled? No Yes Continue Revoke if more than 3 Bounce Paid? No Yes • Bounce (N) • Cleared 9