High Call Volume
Over 1 lakh outbound calls per month could not be handled manually at consistent quality and speed.
Multilingual Borrower Base
Borrowers spoke in regional language which agents couldn’t cover all five reliably.
Manual Lead Data Collection
Loan data capture during qualification calls relied on agents — leading to errors, gaps, and slow turnaround times.
Missed Follow-Ups
Unanswered calls required manual follow-up scheduling, causing leads and collection opportunities to fall through.
Inconsistent Collection Reminders
Payment due reminders lacked standardisation across agents — missing PTP (Promise to Pay) capture and date tracking.
