SOP for Collection Calling from Audit

In this process of calling we receive allocation data from MIS team. Once the data received we started
calling to the customer for feedback. On monthly basis we are calling to the customer for verifying the
genuinity of the number and payment details done for the month. In this calling we are also sharing all
the non-contacted cases to Collection team for new/alternate numbers & same would be tracked
accordingly.

CATEGORY Criteria Standard Operating Process Process flow

1 to 4 Bucket 25% sampling After receiving data from MIS
Online payments department, calling to the customer
1 to 4 Bucket Cash 100% will start for confirmation regarding
Paid the payment. If customer is non
1 to 4 Bucket 100% Sampling contactable, those cases will be
Unpaid given to the collection team for
NPA Paid 100% alternate number. Where ever we
establish the contact with the
customer, remarks will be updated
in the system. In case if the contacts
are not established due to Switched
NPA Unpaid Off, Not reachable, RNR & Number
4.1 to 6 Bucket 100% Sampling busy etc. 3 more attempts will be
6.1 to 9 Bucket 80% Sampling done on the same day/next day.
Above 9.1 Bucket 30% Sampling After 4 attempts, if the contacts are
not established, those cases will be
shared to collection team for
alternate number. Collection team
will provide the alternate phone
numbers and again the call will
happen.
Calls are made to the customers
to check whether the customer
paid the amount for the month
(Amount, Payment mode,
Payment date). At the same
time checking with the software
(kensoft) about the remittance
of money in the said account. If
any difference found reporting
to the concerned Regional Audit
Team for further verification.
NPA unpaid calls are conducting
to verify and confirm whether
any payments are done by the
customer and not remitted in
our ledger.