A borrower one day late and a borrower ninety days late need completely different treatment. Treating them the same wastes agent time on the first and is too late for the second.
DPD (days past due) measures how many days an instalment is overdue. Lenders group accounts into buckets by DPD so each stage gets its own treatment, channel and team. Bucket definitions vary by lender; the table below is a common pattern, not a rule.
| Stage | Typical borrower | What usually works |
|---|---|---|
| Before the due date | Will pay, may forget | Reminder and payment link on the channel they read |
| Early bucket (just missed) | Forgot, short of cash for a few days, or a bounce | Reminder, link, and a promise-to-pay date; call only those who do not respond |
| Mid bucket | Cash-flow stress or a dispute | A conversation with a trained person; record the reason; follow up on promises |
| Late buckets | Serious stress, unreachable or unwilling | Field visits, restructuring where policy allows, legal steps under policy |
Conduct rules for recovery are set by regulation and your board-approved policy; confirm them with your compliance team.
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.
A group of loan accounts by days past due, so that each stage of delinquency gets its own treatment, channel and team. Definitions vary by lender.
Reminders and payment links on the borrower’s preferred channel, promises recorded with a date, and agent calls only for those who do not respond, ordered by likelihood to pay.
Often because easy cures wait behind accounts that will not pay this week, so the bucket moves on before the right borrowers are contacted.
See it on your own data. AutoCollect — The right borrower, the right channel. Book a 30-minute working session with an engineer.
