This document outlines the standard operating procedure for call center workstation payout computation and invoice processing. It details the key steps and timelines involved, which include: 1) Receiving input files by the 3rd of each month from call centers containing details like dialer reports, attendance sheets, and seat plans. 2) Computation of payout amounts according to agreements by the 5th day of the month, including quality checks. 3) Processing of invoices received from call centers, including validation checks and uploading approved invoices into the payment system by the 9th day. 4) Payment is then processed and credited to vendor accounts by the 24th day of the month.

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
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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
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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