Lending runs on conversations that have to be provable. What was said about a rate, a penalty or a settlement matters later, and collection calling has to be both effective and clean. This guide covers how Cloud IVR is set up for NBFCs, finance companies and loan agents in India.
Three pressures make lending different from most businesses that take calls.
A recorded, logged call trail is not an administrative nicety in lending. It is the thing that settles the argument six months later.
Option 1 routes to the sales desk, split by product if you do personal, vehicle, business and gold loans separately.
EMI dates, outstanding, statements and NOC queries go to the service desk, not the sales team.
A separate route for the recovery team, with every call recorded and timestamped.
Callers reach the branch that holds their file instead of being transferred around.
Automated due-date and payment-received calls at volume, without agents dialling one by one.
Every call stored against the number, searchable by date and agent.
Most collection effort in small and mid-sized finance businesses goes into calls that do not need a person: the reminder three days before a due date.
An outbound IVR makes those calls automatically with a recorded message, and logs who answered, who did not and who pressed for a callback. Your agents then spend their day on the accounts that actually need a conversation, instead of dialling a list.
“Thank you for calling. For a new loan enquiry, press 1. For your EMI, outstanding or statement, press 2. For an existing file or documentation, press 3. To speak to a team member, press 0.”
Keep new enquiries and servicing strictly apart. A sales executive mid-negotiation should not be answering a statement query, and a borrower chasing an NOC should not be routed to someone trying to sell them another loan.
For a recovery team, the supervisor tools matter as much as the routing.
For larger recovery operations that need dialers and dedicated telephony, Sukam CallEngine covers that side, with AI calling agents working alongside human agents on reminder volume.
We set up IVR for NBFCs, finance companies and loan agents across Punjab, Chandigarh, Haryana, Delhi NCR and Himachal in person, and online across the rest of India. Setup covers product-wise routing, separate collection handling, outbound reminder campaigns and connection to your CRM so each borrower’s call history sits with their file.
Our platform runs from Tier 4 data centres, and after go-live you get one dedicated support person on phone and WhatsApp. Serving Indian businesses since 2011.
It separates new loan enquiries from servicing and collection calls, routes callers to the branch holding their file, runs automated due-date reminders, and keeps a recorded, timestamped trail of every conversation.
Yes. Outbound IVR can call borrowers before a due date with a recorded message at volume, log who answered and who did not, and leave your agents a short list of accounts that genuinely need a human call.
They are usually decisive. When a borrower disputes what was said about a rate, penalty or settlement, a searchable recording stored against their number settles it quickly.
Yes. Silent monitoring lets a supervisor listen live without either party knowing, whisper coaching guides an agent mid-call, and call barging lets a senior person join directly when a call escalates.
Yes. A small agency usually needs three options, ring-in-order to a few phones, recording on every call, and outbound reminders. That alone removes most of the repetitive dialling.
Yes. With calls flowing into a CRM, each conversation and recording is attached to the borrower record, so anyone picking up the file later can see what was discussed and when.
Product-wise routing, separate collection handling, automated reminders and a recorded trail against every borrower file. Set up by our team and live the same day.
See what an IVR system is, IVR for call centers, Sukam CallEngine, IVR cost in India and all Cloud IVR features.