Simran Mohali mein ek chhoti si collection agency chalati hai. Lenders, zyada tar NBFC aur finance companies, use un borrowers ke accounts bhejte hain jinki EMI miss ho gayi hai. Har mahine nayi allocation Excel sheet mein aati hai, aur uske agents calling shuru kar dete hain.
Bhupi paaji apni beti se milne Mohali aaye hue the, aur office mein chai pe Simran seedha mudde pe aa gayi. “Paaji, aaj ek lender ke manager ka phone aaya. Mere do agents ne ek hi borrower ko ek ghante ke andar call kar diya. Doosra borrower keh raha hai ki usne promise wali date pe payment kar di, par mere agent ne use ‘not reachable’ mark kar diya. Na recording hai, na record. Bas mere agent ki baat uski baat ke against.”
“Jab borrower 10 tareekh ko payment ka promise karta hai,” Bhupi paaji ne poocha, “woh promise likha kahan jaata hai?”
“Kabhi Excel sheet mein. Kabhi diary mein. Kabhi sirf agent ke dimaag mein.”
Yahi problem ek debt collection CRM solve karta hai. Borrowers pe aur pressure daalne ke liye nahi, balki har call, promise aur payment ka record rakhne ke liye, taaki team organised rahe, fair rahe, aur dikha sake ki asal mein hua kya tha.
“Hamari kitchen mein,” Bhupi paaji bole, “deewar pe ek calendar tanga hai. Har subah doodhwala doodh deta hai aur tumhari aunty date pe tick laga deti hai. Agar woh kisi din nahi aaya, toh likh deti hai ‘nahi aaya’. Mahine ke end mein woh payment lene aata hai, aur tees saal mein kabhi jhagda nahi hua. Kyunki sab kuch usi din likha gaya, aisi jagah jahan dono dekh sakte the.”
“Ab socho, teen alag ladke doodh dene aayein, aur har ek apna hisaab apni jeb mein rakhe. Mahine ke end mein kiski baat maanogi?”
Aaj zyada tar collection teams aise hi kaam karti hain. Ek achha collections CRM software kitchen ki deewar wala woh calendar hai: har call, promise aur payment usi din case pe likha jaata hai, aur agent, manager aur owner, sab ko dikhta hai.
Key takeaway: Collections mein jo case pe likha nahi, woh hua hi nahi. CRM ko kaam record karne ki ikloti jagah banaiye.
Step 1: Sheet nahi, case allocate karo. Lender ki Excel allocation CRM mein import hoti hai, aur har borrower account ek case ban jaata hai jo ek agent ko assign hota hai. Sab ko dikhta hai ki case pehle se assigned hai, toh duplicate calls band. Agar koi agent chhutti pe hai, toh manager case reassign karta hai aur naye agent ko poori history dikhti hai.
Step 2: Har case ko ek clear status do, “dekhenge” ya “baad mein call karna” jaise notes ki jagah:
| Status | Matlab kya hai | Aage kya hota hai |
|---|---|---|
| Contacted | Borrower se baat ho gayi | Baatcheet note karo aur next step set karo |
| PTP (Promise to Pay) | Borrower ne ek date pe payment ka commitment diya | Us date pe automatic follow-up |
| Partial paid | Dues ka kuch hissa mila | Record karo aur baaki ke liye date tay karo |
| Paid | Dues clear, lender ne confirm kiya | Case close karo aur reminders band karo |
| Dispute | Borrower amount pe dispute karta hai ya kehta hai pay ho chuka | Peecha band; history lender ke saath share karo |
| Not reachable | Phone off, jawab nahi ya galat number | Schedule pe retry; lender ke diye alternate contacts use karo |
Step 3 is system ka dil hai. Jab agent case ko date aur amount ke saath PTP mark karta hai, CRM us date ke liye apne aap follow-up bana deta hai. Har subah agent ko us din ke PTPs dikhte hain. Agar shaam tak payment update nahi hui, toh case broken promise ki tarah dikhta hai, ek polite follow-up call ke liye. Kisi ko kuch yaad rakhne ki zaroorat nahi.
“Diary mein likha promise ek ummeed hai,” Bhupi paaji bole. “Reminder ke saath likha promise ek plan hai.”
Step 4: Call logs aur recordings case pe rakho. Cloud IVR ke saath team ek virtual business number use karti hai, calls record hoti hain, aur sticky-agent setting se wapas call karne wala borrower usi agent ke paas jaata hai. Telecaller mobile app ke saath agents apne work phone ki SIM se call karte hain aur log aur recording phir bhi CRM mein pahunchti hai. Borrowers ko bataiye ki call record ho sakti hai, jaisa aapke lender ki policy kehti hai.
Missed calls bhi important hain. Borrowers aksar wapas call karte hain, kabhi yeh bataane ke liye ki woh payment ke liye ready hain. Har missed call assigned agent ke liye callback task banni chahiye.
Key takeaway: Recordings sab ko protect karti hain. Borrower ko rude behaviour se, agent ko jhoothi complaint se, aur agency ko andaaze se jab lender sawaal poochta hai.
Step 5: Approved templates se reminders bhejo. PTP date se pehle CRM lender ki payment details ke saath ek polite WhatsApp ya SMS reminder bhej sakta hai. WhatsApp messages official WhatsApp Business API se pre-approved templates use karke jaate hain. Wording lender ke saath tay kariye: seedhi baat, izzat se, kabhi dhamki wali nahi.
Step 6: Agent aur bucket ke hisaab se daily dashboard dekho. Lenders aam taur pe overdue accounts ko buckets mein baant-te hain, is hisaab se ki woh kitne time se overdue hain. Dashboard har agent aur bucket ke liye dikhata hai kitne cases contact hue, kitne PTP liye gaye, kitne poore hue ya toote, aur kitna collection hua. Simran ab har shaam WhatsApp pe numbers ikatthe nahi karti. Subah ek screen batati hai ki kis agent ko madad chahiye.
Simran ne yeh sawaal imaandari se poocha. Bhupi paaji ka jawab saaf tha. “CRM tumhari team ko respectful nahi banata. Woh tum banati ho. Par CRM check karne mein madad karta hai.” Har agency ko apne lenders pe laagu RBI fair practice guidelines aur har lender ka recovery agents ke liye apna code of conduct follow karna chahiye. Yeh aadatein roz ke kaam mein daaliye:
Simran ne chhota start kiya, ek lender ki allocation se. Pehle hafte agents status update karne pe kudkudaate rahe. Teesre hafte tak woh chai se pehle hi subah ki PTP list maangne lage.
Kuch hafte baad usi lender ke manager ka phir ek complaint ke baare mein phone aaya. Simran ne case khola, call log dekha, aur manager ke line pe rehte hue hi recording chala di. Agent polite tha, aur borrower ne ek date ka promise kiya tha. Kuch minute mein matter khatam.
“Paaji, pehli baar mujhe apne agent ko andaaze pe defend nahi karna pada.” Bhupi paaji muskuraye. “Yahi hai doodhwale ka calendar.”
Recovery ke kaam ke liye set kiya gaya CRM. Har borrower account ek case hota hai jo ek agent ko assign hota hai, aur status, call logs, recordings, promise to pay aur payments sab ek jagah hote hain.
Jab agent case ko promised date aur amount ke saath PTP mark karta hai, CRM us date ke liye follow-up bana deta hai. Agar payment update nahi hoti, toh case polite follow-up ke liye broken promise ki tarah dikhta hai.
WhatsApp Business API messages pe Meta ke per-message charges lagte hain, jo CRM platform fee se alag hain. Kai teams reminders ke liye WhatsApp aur backup ke liye SMS use karti hain.
Sukam Apps 2011 se Punjab mein businesses ki madad kar raha hai. Recovery teams ke liye Sukam Apps CRM, Sukam Cloud IVR, Mobile App For Telecaller aur hamare WhatsApp API CRM ke saath milkar allocation, PTPs, recordings aur reminders ek screen pe rakhta hai. Details ke liye hamara CRM for Debt Collection page dekhiye. Hum Punjab, Chandigarh aur Haryana mein aapke office aakar setup aur training karte hain, aur poore India mein online, saath mein phone aur WhatsApp pe dedicated support person. Free demo ke liye call kariye +91 99142 49191.
Call ya WhatsApp karein: +91 99142 49191 · WhatsApp