1ST EMI Due June :

Greetings : “Hello Sir/Ma'am My Name is XXXX >> Hope you are doing well!
I am calling you with regards to your due EMI for the BYJU'S Product.”

Thereafter notify the EP partner and use a privacy statement.

Reason for Call :” We are calling you to address that your 1st EMI payment will not be
processed via NACH debit since your mandate is not registered. Hence we will help you to have
them paid manually”

Body of the call - “ Due to pandemic we have limited staffing available. As a valuable
customer to us we want to make sure that your payment is applied on time before the EMI is
due. As each EMI payment will take some time to have it applied manually before the due date
in addition to the bank holidays in these lockdown conditions. Hence we request you to make a
payment today if you have the funds available”

End of call: Capture Mode , time of payment and summarise the call.

EMI collected in May but pitching for June month before month starts:

Greetings : “Hello Sir/Ma'am My Name is XXXX >> Hope you are doing well!
I am calling you with regards to your BYJU'S Product.Is it the best time to talk?”

Thereafter notify the EP partner and use a privacy statement.

Reason for Call :” Thank you for your Payment of May and we can see that you are a regular
payer of ours. This is just a reminder call for June payment.”

Body of the call: “Due to pandemic we have limited staffing available. With the lockdown
impact and reduced staffing we have begun the initiative of proactively calling our valued
customers and requesting them to make their next EMI payment . This will help you to
overcome delays foreseen as a result of lockdown and staffing availability.Please consider this
as an advice to make your next EMI payment . Do you have funds available to pay your next
EMI amount today? ”

End of call: Capture Mode , time of payment and summarise the call.
Thanks for making the payment for May month. Usually it takes 3 to 4 days to update the
payments for the month whenever payment is updated through offline mode. This is just a
reminder call for June payment. Due to this lockdown impact and reduced staffing is becoming a
challenge for everyone, but we want to ensure that nothing is getting affected for our cx and the
process remains as smooth as ever.

Body of the call : Sir do you remember that you have agreed for the ECS process for the loan
that is active under your name.

If cx says YES : Sir I would like to inform you , due to the current scenario the NPCI ( GOvt
body ) is working with less manpower due to which the verification process of mandate is
delayed and due to which the Auto debit process cannot be completed for the upcoming month.
Kindly initiate the payment manually , so that we can update in our system as paid

Once the mandate is registered , the auto debit procedure will be facilitated and only 11 months
due EMI will be debited. I would request you to keep sufficient funds for the process.
If cx says NO / IF cx says he will keep before the due date : Sir it is fine if for the month of
june is not funded , as I would like to inform you something very important which a cx must
know. Due to the current scenario the NPCI ( GOvt body ) is working with less manpower due to
which the verification process of mandate is delayed and due to which the Auto debit process
cannot be completed for the upcoming month.
Kindly initiate the payment manually , so that we can update in our system as paid
Once the mandate is registered , the auto debit procedure will be facilitated and only 11 months
due EMI will be debited. I would request you to keep sufficient funds for the process.

Case 2: If cx due Date is on June ( Regular customer) :

Greetings : Hello Sir/Ma'am My Name is Priya >> Is it a best time to talk ? >> I am calling you
with regards to your due EMI for the BYJU'S Product.
Please confirm to me your EMI Due date / EMI Amount / Tenure and TLV .

Body of the call : Sir we appreciate your effort and cooperation with us . We could see that you
have been regularly making the payment manually to us .
Since we could see our surroundings , we are affected with this pandemic situation and due to
which the mandate registration is still delayed .
I would request if you can proceed with the pending due for the next month so that the
registration process can be completed at the earliest and can avoid repeated reminder calls.

Kindly initiate the payment manually , so that we can update in our system as paid

Once the mandate is registered , the auto debit procedure will be facilitated and only 11 months
due EMI will be debited. I would request you to keep sufficient funds for the process.