Soft Collections Outreach for NBFCs
The Challenge
Early-stage collections need empathy and structure.
But here is the real problem:
Agents alternate between harsh and hesitant.
As a result:
Customer experience suffers and recoveries dip.
Follow-ups are not logged consistently.
As a result:
Supervisors lack visibility into promises.
The Approach
We standardized tone and tracking.
Empathetic scripts with clear asks reduce escalations.
Digital proof (SMS/WhatsApp) after calls improves adherence.
We needed a solution that could:
Consistent soft-tone outreach before hard collections.
Structured capture of promises and disputes.
The Solution
A calm, compliant voice agent.
Empathy-First Scripts
Frames options without threats; aligns on ability to pay.
Promise Capture
Logs commitments with dates and amounts to the CRM.
Proof of Call
Sends a summary via SMS/WhatsApp after the call.
The Impact
Recovery impact:
15%
increase in promises kept vs previous quarter.
20%
fewer escalations to hard collections.
Result? Gentler calls, better outcomes.
Soft collections stay consistent and compliant.
