Simran Mohali vich ik chhoti jehi collection agency chalaundi hai. Lenders, zyada taur te NBFC te finance companies, ohnu ohna borrowers de accounts bhejde ne jinha di EMI miss ho gayi hai. Har mahine navi allocation Excel sheet vich aundi hai, te ohde agents calling shuru kar dinde ne.
Bhupi paaji apni dhee nu milan Mohali aaye hoye si, te office vich chaa te Simran seedhi gall te aa gayi. “Paaji, ajj ik lender de manager da phone aaya. Mere do agents ne ikko borrower nu ik ghante de andar call kar ditta. Dooja borrower keh reha hai ki ohne promise wali date te payment kar ditti, par mere agent ne ohnu ‘not reachable’ mark kar ditta. Na recording hai, na record. Bas mere agent di gall ohdi gall de against.”
“Jadon borrower 10 tareekh nu payment da promise karda hai,” Bhupi paaji ne puchheya, “oh promise likheya kithe janda hai?”
“Kade Excel sheet vich. Kade diary vich. Kade sirf agent de dimaag vich.”
Eho problem ik debt collection CRM solve karda hai. Borrowers te hor pressure paun layi nahi, sagon har call, promise te payment da record rakhan layi, taan jo team organised rahe, fair rahe, te dikha sake ki asal vich hoyea ki si.
“Saadi kitchen vich,” Bhupi paaji bole, “kandh te ik calendar tangeya hoyea hai. Har savere doodhwala doodh dinda hai te teri aunty date te tick la dindi hai. Je oh kise din nahi aaya, taan likh dindi hai ‘nahi aaya’. Mahine de end te oh payment lain aunda hai, te tih saal vich kade jhagda nahi hoyea. Kyonki sab kujh usse din likheya gaya, aisi jagah jithe dono vekh sakde si.”
“Hun socho, tinn vakh vakh munde doodh den aun, te har ik apna hisaab apni jeb vich rakhe. Mahine de end te kihdi gall mannogi?”
Ajj zyada collection teams iddan hi kamm kardiyan ne. Ik changa collections CRM software kitchen di kandh wala oh calendar hai: har call, promise te payment usse din case te likheya janda hai, te agent, manager te owner, sab nu disda hai.
Key takeaway: Collections vich jo case te likheya nahi, oh hoyea hi nahi. CRM nu kamm record karan di ikko-ik jagah banao.
Step 1: Sheet nahi, case allocate karo. Lender di Excel allocation CRM vich import hundi hai, te har borrower account ik case ban janda hai jo ik agent nu assign hunda hai. Sab nu disda hai ki case pehlan ton assigned hai, taan duplicate calls band. Je koi agent chhutti te hai, taan manager case reassign karda hai te nave agent nu poori history disdi hai.
Step 2: Har case nu ik clear status deo, “vekhange” ja “baad vich call karna” varge notes di jagah:
| Status | Matlab ki hai | Agge ki hunda hai |
|---|---|---|
| Contacted | Borrower naal gall ho gayi | Gall-baat note karo te next step set karo |
| PTP (Promise to Pay) | Borrower ne ik date te payment da commitment ditta | Us date te automatic follow-up |
| Partial paid | Dues da kujh hissa mileya | Record karo te baaki layi date tai karo |
| Paid | Dues clear, lender ne confirm kitta | Case close karo te reminders band karo |
| Dispute | Borrower amount te dispute karda hai ja kehnda hai pay ho chukka | Pichha band; history lender naal share karo |
| Not reachable | Phone off, jawab nahi ja galat number | Schedule te retry; lender de ditte alternate contacts use karo |
Step 3 is system da dil hai. Jadon agent case nu date te amount naal PTP mark karda hai, CRM us date layi aape follow-up bana dinda hai. Har savere agent nu us din de PTPs disde ne. Je shaam tak payment update nahi hoyi, taan case broken promise vaang disda hai, ik polite follow-up call layi. Kise nu kujh yaad rakhan di lod nahi.
“Diary vich likheya promise ik umeed hai,” Bhupi paaji bole. “Reminder naal likheya promise ik plan hai.”
Step 4: Call logs te recordings case te rakho. Cloud IVR naal team ik virtual business number use kardi hai, calls record hundiyan ne, te sticky-agent setting naal wapas call karan wala borrower usse agent kol janda hai. Telecaller mobile app naal agents apne work phone di SIM ton call karde ne te log te recording phir vi CRM vich pahunch jandi hai. Borrowers nu dasso ki call record ho sakdi hai, jiven tuhade lender di policy kehndi hai.
Missed calls vi zaroori ne. Borrowers aksar wapas call karde ne, kade eh dassan layi ki oh payment layi tayyar ne. Har missed call assigned agent layi callback task banni chahidi hai.
Key takeaway: Recordings sab nu protect kardiyan ne. Borrower nu rude behaviour ton, agent nu jhoothi complaint ton, te agency nu andaaze ton jadon lender sawaal puchhda hai.
Step 5: Approved templates naal reminders bhejo. PTP date ton pehlan CRM lender diyan payment details naal ik polite WhatsApp ja SMS reminder bhej sakda hai. WhatsApp messages official WhatsApp Business API raahi pre-approved templates use karke jande ne. Wording lender naal tai karo: seedhi gall, izzat naal, kade vi dhamki wali nahi.
Step 6: Agent te bucket de hisaab naal daily dashboard vekho. Lenders aam taur te overdue accounts nu buckets vich vandde ne, is hisaab naal ki oh kinne time ton overdue ne. Dashboard har agent te bucket layi dikhaunda hai kinne cases contact hoye, kinne PTP laye gaye, kinne poore hoye ja tutte, te kinni collection hoyi. Simran hun har shaam WhatsApp te numbers ikatthe nahi kardi. Savere ik screen dass dindi hai ki kehde agent nu madad chahidi hai.
Simran ne eh sawaal imaandari naal puchheya. Bhupi paaji da jawab saaf si. “CRM tuhadi team nu respectful nahi banaunda. Oh tusi banaunde ho. Par CRM check karan vich madad karda hai.” Har agency nu apne lenders te laagu RBI fair practice guidelines te har lender da recovery agents layi apna code of conduct follow karna chahida hai. Eh aadtan roz de kamm vich pao:
Simran ne chhota start kitta, ik lender di allocation naal. Pehle hafte agents status update karan te bud-bud karde rahe. Teeje hafte tak oh chaa ton pehlan hi savere di PTP list mangan lagg paye.
Kujh hafteyan baad usse lender de manager da phir ik complaint baare phone aaya. Simran ne case kholeya, call log vekheya, te manager de line te hunde hoye hi recording chala ditti. Agent polite si, te borrower ne ik date da promise kitta si. Kujh minutan vich matter khatam.
“Paaji, pehli vaari mainu apne agent nu andaaze te defend nahi karna peya.” Bhupi paaji muskuraye. “Eho hai doodhwale da calendar.”
Recovery de kamm layi set kitta CRM. Har borrower account ik case hunda hai jo ik agent nu assign hunda hai, te status, call logs, recordings, promise to pay te payments sab ik jagah hunde ne.
Jadon agent case nu promised date te amount naal PTP mark karda hai, CRM us date layi follow-up bana dinda hai. Je payment update nahi hundi, taan case polite follow-up layi broken promise vaang disda hai.
WhatsApp Business API messages te Meta de per-message charges lagde ne, jo CRM platform fee ton vakhre ne. Kai teams reminders layi WhatsApp te backup layi SMS use kardiyan ne.
Sukam Apps 2011 ton Punjab vich businesses di madad kar reha hai. Recovery teams layi Sukam Apps CRM, Sukam Cloud IVR, Mobile App For Telecaller te saade WhatsApp API CRM naal mil ke allocation, PTPs, recordings te reminders ikko screen te rakhda hai. Details layi saada CRM for Debt Collection page vekho. Asi Punjab, Chandigarh te Haryana vich tuhade office aa ke setup te training karde haan, te poore India vich online, naal phone te WhatsApp te dedicated support person. Free demo layi call karo +91 99142 49191.
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