Template · Call script

Collection call script that secures PTP without harassment

Recover overdue EMIs with a firm-but-fair voice script — RBI-aligned tone, recording disclosure, opt-out for promotional follow-ups, and structured promise-to-pay capture.

Deploy this script on SvaraCallAll templates
  • Promise to pay
  • RBI tone
  • DPD stages
  • No threats

28%

PTP rate on connected collection calls in pilots

0

Threat or harassment language in template

14

Script turns with compliance branches

TRAI

Transactional template for existing borrowers

Problem

Why teams need a structured script

Manual collection desks in India vary wildly in tone — some skip disclosure, others use language that triggers complaints. Inconsistent scripts hurt recovery and compliance.

Today

What goes wrong without a script

  1. 1Agents improvise — tone ranges from too soft to aggressive.
  2. 2No standard PTP capture or payment-link handoff.
  3. 3Borrowers complain about missing recording disclosure.
  4. 4DPD-stage messaging not differentiated.
  5. 5Outcomes logged as free text — no analytics.

With SvaraCall

How SvaraCall runs this script

  1. 1Segment list by DPD bucket with stage-appropriate script variant.
  2. 2Agent identifies lender, states recording disclosure, and purpose.
  3. 3Confirm overdue amount and offer payment link or date commitment.
  4. 4Capture PTP with explicit confirmation — no threats or shame.
  5. 5Log disposition; escalate hardship cases to human specialist.

Script advantages on AI voice

  • Consistent tone

    RBI-aligned language on every call — no rogue agent scripts.

  • PTP capture

    Structured promise-to-pay with date and amount confirmation.

  • Payment link handoff

    SMS payment link sent on-call when borrower agrees.

  • Complaint reduction

    Disclosure and opt-out reduce TRAI and banking ombudsman issues.

Operational outcomes

Recovery rate uplift vs inconsistent manual desk
+12%

Recovery rate uplift vs inconsistent manual desk

Typical cost per connected collection attempt
₹45

Typical cost per connected collection attempt

Complaint volume when tone is standardized
−30%

Complaint volume when tone is standardized

Disposition codes

CodeMeaningNext action
PTPPromise to pay capturedSchedule reminder; send payment link SMS
PAIDAlready paidVerify in LMS; close ticket
HARDSHIPFinancial difficultyTransfer to human hardship team
DISPUTEDisputes balanceTransfer to support; pause dial
OPT_OUTNo further callsSuppress per policy; log complaint risk

Full collection script (Hindi)

Agent: Namaste, main ABC Finance se bol rahi hoon — aapke loan account ke baare mein. Yeh call record ho sakti hai. Kya main aapke saath do minute baat kar sakti hoon?
Customer: Haan, boliye.
Agent: Aapke account par ₹12,450 ki overdue EMI hai — due date 5 din pehle thi. Kya aap aaj payment kar paayenge?
Customer: Salary abhi nahi aayi.
Agent: Samajh sakti hoon. Aap kab tak pay kar sakte hain — 15 tarikh tak theek rahega?
Customer: Haan, 15 ko kar dunga.
Agent: Confirm — ₹12,450 payment 15 tarikh tak. SMS mein payment link bhej rahi hoon. Agar aap future reminder calls band karna chahte hain, abhi bata dijiye.
Customer: Reminders theek hain.
Agent: Dhanyavaad — link check kijiye. Koi dikkat ho to is number par callback kijiye.

Deploy in four steps

  1. Step 1

    Map DPD buckets

    T+1, T+7, T+30 script variants with escalating urgency, not threats.

  2. Step 2

    Connect payment gateway

    Trigger SMS payment link on PTP disposition.

  3. Step 3

    Register template

    Transactional DLT template for existing borrower relationships.

  4. Step 4

    Human escalation path

    Hardship keywords route to trained collection specialist.

Related resources

Collection Call Script FAQs

Is AI collection legal in India?
Outbound to existing borrowers on transactional templates with consent is permitted. This script avoids threats, abuse, or false legal claims per RBI fair-practices guidance.
Can the agent discuss legal action?
No — legal escalation language must be reviewed by your compliance team and delivered only by authorized humans.
What about TRAI and DND?
Service transactional templates for existing credit relationships apply. Promotional headers are not used for collection.
Does it collect card numbers on the call?
No — payment happens via secure SMS link. Never capture PAN, CVV, or OTP on voice.
Can borrowers opt out?
Yes — opt-out stops promotional follow-ups. Transactional overdue notices may continue per your policy and regulator guidance.

Recover overdue EMIs with compliant scripts

Deploy this collection template on a DPD segment and measure PTP rate vs your current desk.

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