The vocabulary of Indian collections

42 terms, A to Z

• AAllocation

  Assigning an account to a team, agent, agency or field beat, usually by rule (bucket, product, region, capacity) rather than by hand.

  See it in practice
• AAlternate MetaData

  Finding fresh contact details for a borrower whose numbers have gone dead, under a recorded, purpose-limited reason.

  See it in practice
• AAMD (answering machine detection)

  Telling a voicemail from a person in the first second of a call so the flow can drop a message and move on instead of burning agent time.

  See it in practice
• AAuto-cure

  An account closing itself when a payment lands, without anyone marking it: the ledger sees the money and the flow exits.

  See it in practice
• BBarge-in

  The borrower talking over the agent and the agent stopping to listen. What separates a conversation from an announcement.

  See it in practice
• BBroken promise

  A promise to pay whose date has passed without money arriving. Re-enters the flow on the branch drawn for exactly that.

  See it in practice
• BBucket

  A band of days past due used to group accounts: pre-due, 1-30, 31-60, 61-90, 90+. Strategy is usually set per bucket.

  See it in practice
• CCalling window

  The hours in which contact is permitted, set per campaign in IST and enforced in the dialer, not the training calendar.

  See it in practice
• CCampaign

  A book, a strategy and a window, run together. One campaign per lender mandate, product or bucket is typical.

  See it in practice
• CConsent

  The borrower's recorded permission to be contacted on a channel. Withdrawn consent is a record, not a memo, and is honoured everywhere.

  See it in practice
• CCost to collect

  What one contact or one resolved account costs, across people, telecom and tools. The reason the cheap channels carry the volume.

  See it in practice
• CCure

  An account returning to current: the overdue amount paid, the case closed with evidence.

  See it in practice
• DDisposition

  The one-field summary of a contact: reached, promised, disputed, wrong number, hardship. Whatever the list allows is all the analytics can ever know.

  See it in practice
• DDLR (delivery receipt)

  The carrier's confirmation that a message was delivered, read or failed. Each one is a signal the flow can branch on.

  See it in practice
• DDLT (Distributed Ledger Technology, TRAI)

  TRAI's registry of senders and SMS templates. An unregistered template cannot be dispatched from the platform.

  See it in practice
• DDNC (do not call)

  A borrower's request not to be contacted, on one channel or all. Honoured tenant-wide and platform-wide.

  See it in practice
• DDPD (days past due)

  How many days an instalment is overdue. The clock behind every bucket.

  See it in practice
• DDPDP Act

  India's Digital Personal Data Protection Act, 2023. Makes the lender the data fiduciary for borrower data and sets rights to access, correction and erasure.

  See it in practice
• DDRA (Debt Recovery Agent)

  The IIBF certification RBI expects of people who recover on a lender's behalf. Every caller and field officer on the floor holds it.

  See it in practice
• EEscalation ladder

  The cadence from a pre-due reminder to a doorstep visit, in tiers, only reaching the expensive end when it has to.

  See it in practice
• EEvidence trail

  The recording, transcript, receipts, geo-tag and disposition a contact leaves behind, written as it happens rather than reconstructed later.

  See it in practice
• FFair Practices Code (RBI)

  RBI's conduct expectations for lenders and their agents: reasonable hours, no harassment, disclosure, grievance handling.

  See it in practice
• FField visit

  A doorstep contact by a field officer, allocated from the flow and captured with location, time and outcome.

  See it in practice
• FFlow

  The recovery strategy drawn as a graph: contact, wait for what happens, branch on the outcome, escalate. Run per borrower, continuously.

  See it in practice
• FFOS (field officer / feet on street)

  The person who visits. On this platform, their day is allocated on the phone and returns as data.

  See it in practice
• FFrequency cap

  The most times a borrower may be touched in a day or a window, across channels. Protects borrowers from pile-on and lenders from complaints.

  See it in practice
• HHardship

  A recorded outcome, not an inconvenience: the borrower cannot pay as agreed and the account routes to revised arrangements a human can approve.

  See it in practice
• HHash-chained audit log

  An audit log where each entry carries the hash of the one before, anchored with a Merkle root, so a changed record breaks the chain and shows up.

  See it in practice
• LLegal hold

  Freezing retention and erasure on an account because of a dispute or proceeding. Itself audited.

  See it in practice
• LLMS (loan management system)

  The lender's system of lending record. The platform sits beside it as the system of collections record.

  See it in practice
• NNACH

  The NPCI mandate rail for recurring debits. One of the payment options the portal and links offer.

  See it in practice
• NNPA (non-performing asset)

  An account overdue past the regulatory threshold, usually 90 days. Slippage into NPA is what early-bucket work prevents.

  See it in practice
• OOBD (outbound dialling, voice broadcast)

  A recorded voice message with a keypress to pay or reach an agent. Scales voice contact cheaply.

  See it in practice
• PPTP (promise to pay)

  A commitment to pay an amount by a date, captured on a call or a visit and tracked to the day.

  See it in practice
• QQuiet hours

  The hours outside the calling window. On this platform a call in quiet hours is not flagged afterwards; it is never placed.

  See it in practice
• RRCS

  Rich Communication Services: branded, interactive messages on supported Android phones, falling back to SMS.

  See it in practice
• RResolution rate

  Accounts cured in a period as a share of the book worked. The headline number a head of collections reports.

  See it in practice
• RRoll rate

  The share of accounts that move from one bucket to the next worse one in a month. Flow rate is the reverse.

  See it in practice
• SSARFAESI

  The statutory process for recovering against secured property in India, with strict notice periods.

  See it in practice
• SSettlement

  An approved one-time or restructured payment that closes an account for less than the full outstanding.

  See it in practice
• TTenant

  One lender's isolated space on the platform: its own database schema, users, credentials and evidence.

  See it in practice
• WWarm transfer

  The AI agent handing a live call to a person with the transcript and account state already in front of them.

  See it in practice