Guide · Conduct
Collection call compliance: check every call, not a sample.
Most collections teams hear about a bad call from a complaint. By then it has usually happened many times.
Collections conduct is governed by regulation and by each lender’s board-approved policy. This checklist covers what teams typically monitor; it is not legal advice, so confirm the specific requirements with your compliance team.
What to check on every call
| Area | What to check |
|---|---|
| Contact hours | Call placed within the hours your policy allows |
| Identity | Agent identified themselves and the lender; spoke to the borrower, not a third party, about the debt |
| Script | Approved script followed; no threats, abuse or misleading statements |
| Tone | Respectful; no pressure beyond what policy allows |
| Disputes | Dispute recognised and routed to a person |
| Hardship | Hardship or distress recognised and routed to a person |
| Outcome | Promise, payment, dispute or no contact recorded correctly |
| Do-not-call | Opt-outs and do-not-call entries respected |
Why sampling is not enough
- A small sample misses rare but serious breaches.
- Agents learn which calls are reviewed.
- Patterns by agent, time or bucket only show with every call.
- Voice agents need the same checks as people.
Building the programme
- Write the checklist with compliance and turn each item into a scored question.
- Score every call, by people and voice agents alike.
- Review low scores daily and coach the agent.
- Track breaches by agent, team and bucket each week.
- Enforce contact hours and the do-not-call list in the system, not by memory.
How AutoCollect does it
AutoCollect is built for collections teams at banks and NBFCs. Due and overdue accounts are loaded daily from your LMS and ranked every morning by propensity to pay, with the best channel for each borrower. Reminders and payment links go out on WhatsApp before and after the due date; voice agents take promises in the borrower’s language; disputes, hardship and restructuring always go to a trained person; later buckets are routed to field agents with proof of visit. Payments are matched to promises and broken promises re-queued automatically. Contact-hour rules, approved scripts and a do-not-call list apply on every channel, and every call, by people and voice agents alike, is summarised and scored. Your policy decides what can be offered.
Questions
What should be checked on a collection call?
Contact hours, identification, the approved script, tone, recognition of disputes and hardship, the recorded outcome and the do-not-call list. Confirm specific rules with your compliance team.
Why score every collection call instead of a sample?
Sampling misses rare serious breaches and patterns by agent or bucket; scoring every call shows them before complaints do.
Do voice agents need compliance checks?
Yes, the same checks as people: approved scripts, contact hours and routing of disputes and hardship to a person.
See it on your own data. AutoCollect — The right borrower, the right channel. Book a 30-minute working session with an engineer.