Collections calls that hold the rules in every language
EMI and recovery calls for NBFCs and banks in Hindi, Marathi or English, with RBI's calling window checked before each dial.
- SOC 2 Type II
- ISO 27001
- ISO 42001
- Containment rate
- 94.2%+
- Compliance pass rate
- 99.9%
- Throughput increase
- 3.2x
- Cost reduction
- 67%
In debt collection, every conversation is a compliance event
RBI's conduct rules, calling hours and borrower privacy must hold on every call, in every language. Today large teams do that work.
- 01
Every call is a compliance event
Calling hours, fair conduct and privacy from family and colleagues are rules, not suggestions a model may follow.
- 02
Traditional QA reviews a sample
QA samples 1 to 2% of calls, so most calls are never checked. The regulator does not fine you on a sample.
- 03
Every language is another team
Each new region means hiring and training callers in another language, and the result depends on who answers.
Every call scored, in every language.
What the agent handles in debt collection
Each workflow is a section of the same Agent Operating Procedure (AOP), with its own tests and audit checks in every language.
Servicing
EMI reminders
Upcoming and bounced EMIs, with the amount, days overdue and charges read from the loan record, and a payment link sent to the registered mobile.
- Outstanding
- ₹1,25,000 · •• 4821
- EMI
- ₹4,850 · NACH bounced 3 Nov
- Payment link
- UPI · registered mobile
- Written to
- CRM and Reflect
Checkpoints on this call
- Verified before loan detail
- Calling window 8am to 7pm
- Figures read from the record
- No card, OTP or UPI PIN asked
4 of 4checkpoints passed, written to Reflect
Don't read about it. Hear it.
Pick a language and a situation, then talk to Aanya, the agent your borrowers would get. All accounts and names are fictional.
Rules the AOP encodes for collections
Every rule becomes a test in every language. Nothing deploys until all pass. Reflect scores live calls too.
Visit the Trust Center- SOC 2 Type II
- ISO 27001
- ISO 42001
- AES-256 at rest
- TLS 1.3 in transit
- Verification firstNothing about the loan until the borrower's identity is confirmedTest · pass
- Calling window8am to 7pm, checked before dialling, as RBI requires for recovery callsTest · pass
- No third-party disclosureFamily, friends and colleagues hear nothing about the loanTest · pass
- Fair conductNo threats, pressure or repeated calling, in any languageTest · pass
- Recording disclosureVerbatim in each language: “यह कॉल रिकॉर्ड की जा रही है”Test · pass
- Disputes and grievancesPaused and handed off with the reason; grievance route on requestTest · pass
Debt collection questions
What the agent does, in which languages, what it will never do, and how you prove it afterwards.
Yes. Recovery calls go out only between 8am and 7pm, checked before dialling, and you can set a tighter window and attempt limits per campaign. Every rule runs as a test before a version deploys, and every call is scored against it in Reflect.
The agent says nothing about the loan, the amount or what the lender does. It leaves a helpline number and closes the call politely, and the call is recorded in Reflect like any other.
The agent stops the payment conversation, logs the claim with a reference, pauses follow-up on the account and transfers to your team with the transcript. It never asks for proof on the call. On a complaint it gives your grievance contact and, on request, the RBI Ombudsman route.
It sends a payment link, by UPI or the method you use, to the registered mobile, and never asks for a card number, OTP or UPI PIN. Settlement and waiver requests go to your team with the circumstances noted; the agent never offers one it is not authorised to give.
English, Hindi and Marathi run in production today, and the demo on this page also speaks Tamil; other Indian languages are added for a workflow on request. Pin a language and the agent speaks it from the first word. On auto it opens in English and follows whichever language the borrower replies in, Hinglish included. Every language runs on the same AOP, so the disclosures, calling hours and audit trail hold the same way.
Open Reflect. Every call has its recording, its transcript in the language it was spoken, checkpoint results and disposition, searchable by account, agent or campaign. Because every call is scored, you show the whole population rather than a QA sample.
Performs. Complies. Proves.
See an agent handle a live collections call in Hindi or Marathi, with the disclosures, a clean handoff and the record to prove it.
