Collections being one of our core expertise we have gained tremendous insight about the domestic market trend, customer requirements and cycle of payment, which, backed by strong process and technology support, has helped us in consistently achieving more than 92% resolution which earlier was less than 65% for our large domestic NBFC Client.Collections from the customers is done in all modes of payment like cash, cheque or demand draft.
Our feet-on-street presence is spread across 180 locations in India including Tier 2 & Tier 3 cities enabling us to collect money even from the last resource being customers' door step. Feet-on-street staff are trained and supervised by our highly experienced Regional Heads & State Heads in each region.
The Collections process is efficiently managed by three modes:
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Data analytics
Understanding of portfolio to aid quick resolution.
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Voice collection
Generating Promise To Pay’s and reminder/confirmation calling from central call centre
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Feet-on-street
Conversion of PTP into actual collection and performing collection by meeting customer
Being a TATA group company we ensure that group ethics policy is adhered to by all our staff for which we have set up strong internal controls for fraud prevention & detection.
Early Deterrents
Before allocation of portfolio
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Reference Checks
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Antecedent verifications
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Signing of Tata Code of Conduct
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Organization structure for supervision : fixed ratios of agents to Team Leaders, Team leaders to State Heads, State Heads to Regional Heads
During execution
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Periodic audit by supervisors with the customer
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Pan Book reconciliation
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On-line visibility of collection and field visit repot
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On-line visibility of financial by customers - provided by Client
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Periodic independent process audits (ISO)
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Internal Audits reporting to the Audits Committee
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Periodic swapping of portfolios
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Audits by call center
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Whistle Blower Policy
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Independent Ethics Committee
Investigations
Post reporting of irregularity
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Mandatory investigation of all reported irregularities
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Investigation done by Certified Fraud Examiner
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Termination / FIR Depending upon the nature of outcome
