Resources
Working notes, ungated
Written to be useful whether or not you ever buy anything from us. No forms in front of any of it: notes for collections heads, reference pages for compliance and integration teams, and the product changelog.
Working notes
29 notes a collections team can use tomorrow
Plain-language, specific to Indian lending, and short enough to read between two meetings. Grouped by subject, because most people arrive looking for one of these four things.
Platform
How the software works, and what to ask of any system you are evaluating.
Integrating collections with your loan management system
The integration is rarely hard technically. It is hard because two systems disagree about what an account owes, and the disagreement surfaces in front of a borrower.
ReadCall recordings: keeping them, finding them, and producing them
Recording every call is the easy part. The hard parts are finding one call two years later, proving it has not been altered, and knowing when you are allowed to delete it.
ReadA collections data model that survives five lakh accounts
Systems that work fine on a pilot book of ten thousand accounts fail in specific, predictable ways at five lakh. Most of the failures are decisions made in the first month.
ReadClosing the gap between a promise and the money
The promise-to-pay is the moment collections usually calls a win. The money arriving is a separate event, several days and several failure points later, and most of the loss happens in between.
ReadWhatsApp for collections in India: what works, and what it is not for
It has the reach nothing else in India has, and the highest chance of being read. It is also the channel where a badly designed sequence turns into a screenshot on social media.
ReadAI voice or a human caller: choosing per bucket, not per belief
The question is not whether AI voice is as good as your best telecaller. It is which conversations need your best telecaller at all, and what it costs you to spend them on reminders.
ReadWhat a collections flow engine actually does
Every lender has a recovery strategy. Most of them keep it in a policy document, a set of Excel filters and the head of collections memory. A flow engine is what happens when you write it down once and let it run.
ReadAnatomy of an AI collections call
What actually happens in the seconds between a borrower saying 'haan, bol raha hoon' and a payment link arriving on WhatsApp.
ReadOperations
Running a floor: buckets, metrics, models and the decisions behind them.
Alternate MetaData in India: when to spend, and what to expect back
Tracing is bought as a magic answer to unreachable accounts and usually delivers a partial one. Used with a rule about when to trigger it, it is one of the better rupees a collections operation spends.
ReadDesigning an escalation ladder that stops at the right rung
Escalation is easy to design going up and almost never designed going down. The result is an operation that spends its most expensive resources on borrowers who would have paid after a message.
ReadIn-house, agency or hybrid: choosing a collections model
The decision is usually made on cost per rupee recovered and then regretted on conduct, control and data. Here is the fuller comparison, including what each model is genuinely better at.
ReadCost to collect, computed honestly
Most cost-to-collect numbers are a commission rate with some overhead added. The useful version tells you which rupees you are spending to chase rupees you were never going to get.
ReadKept-promise rate: the metric that separates activity from recovery
Calls made, contacts reached and promises taken are all measures of effort. Promises kept is the first one that correlates with money, and it is the one most floors do not compute.
ReadRoll rates: the number that tells you about next quarter
Recovery percentage tells you how last month went. Roll rate tells you what is coming. It is the closest thing collections has to a leading indicator, and it is usually calculated wrong.
ReadDPD buckets, and why each one needs a different conversation
Days past due is the oldest number in collections and the most casually used. The buckets are not a reporting convention. They are four different problems that happen to share a book.
ReadWhy your disposition taxonomy is your collections strategy
Whatever your callers can record is all your analytics can ever know. The disposition list is not admin - it is the resolution of your entire feedback loop.
ReadCompliance
Conduct, consent and evidence, written for the people who have to operate it.
Where borrower data actually sits, and why the answer has to be specific
In India means little on its own. The useful answer names the systems, the copies and the vendors, including the ones that only hold the data for four seconds.
ReadWhat a lender asks a collections partner, and what good answers look like
A BFSI vendor review is not a formality to be survived. It is a reasonable set of questions about what happens to your borrowers and your data, and most of them can be answered from the system or not at all.
ReadA grievance process that actually resolves things
Every lender publishes a grievance mechanism. The difference between one that works and one that exists is whether a complaint changes anything other than its own status.
ReadDisclosure on a collections call: who you are, why you are calling
The opening fifteen seconds of a collections call carry most of its compliance risk and most of its chance of working. They are usually left to the caller to improvise.
ReadDLT registration for collections messaging, without the mystery
Most delivery failures on collections SMS in India are not network problems. They are registration problems, and they are entirely avoidable once somebody owns the template list.
ReadDRA certification, and why it is not paperwork
Debt Recovery Agent certification is treated by many operations as a box to be ticked before an audit. Treated as training, it is the cheapest reduction in conduct risk available to a collections floor.
ReadQuiet hours in Indian collections: what the rules actually require
The Fair Practices Code's contact-hours expectation is short. Operationalising it across voice, messaging and field is not. A plain-language walk-through.
ReadA DPDP readiness checklist for collections teams
The Digital Personal Data Protection Act treats a delinquent borrower's data with the same seriousness as a customer's. Ten questions your operation should answer.
ReadIndustry
Product lines and book types, and what each one changes about recovery.
NPA, SARFAESI and what they mean on a collections floor
Classification and enforcement are usually treated as somebody else department. They set the clock a collections team is working against, and knowing where the thresholds sit changes what you do in month two.
ReadSettlements and one-time settlement, done properly
A settlement is a decision to take less money now instead of more money later, or none at all. Made well it is the best outcome available. Made casually it is a discount given to borrowers who would have paid.
ReadWhat is different about digital-lending collections
The borrower was acquired in minutes, never met anyone, and holds the loan entirely on a phone. Every one of those facts changes recovery, and mostly not in the lender favour.
ReadTwo-wheeler and consumer-durable collections
High volume, small tickets, thin margins and a secured asset that is often worth less than the cost of recovering it. This is where per-account economics decide the whole strategy.
ReadCollections for microfinance and JLG books
Group lending has its own physics. Centre meetings, joint liability and weekly cycles mean the levers that work on a retail book can actively damage a microfinance one.
ReadCase studies will appear here when they are real, with named customers and checkable numbers, not before.
Reference
The pages people keep open
Not articles: working reference for a collections team, a compliance officer and an integration engineer. Each one is maintained, not published once.
Compliance hub
RBI, TRAI DLT and DPDP clauses mapped to the platform control that satisfies each.
OpenGlossary
42 terms from DPD to PTP, defined the way the floor uses them.
OpenDevelopers
REST, webhooks, SFTP and the sandbox, with the auth model and rate limits.
OpenROI model
Your book, your assumptions, open arithmetic. No form in front of it.
OpenWhat shipped
The last three releases
Customer-facing changelog, dated by when the capability reached the platform. Wording describes what a lender gets, not how it is built.
Trust Center, legal documents and the public cadence planner
- Trust Center with controls, certifications, sub-processors and documents available under NDA.
- Privacy, terms, grievance and disclosure rewritten with numbered sections, effective dates and a change log.
Voice realism wave
- Heuristic turn detection tuned for Hindi and Indian English so the agent does not interrupt a pause.
- Self-hosted noise cancellation on the borrower's side of the call.
Backchannels, pronunciation and mid-call language switch
- Filler words so there is no dead air while the agent thinks, with per-language defaults.
- A pronunciation dictionary and boosted keywords for lender names and product terms.
Rather see it than read about it?
Thirty minutes on one cohort from your own book, with an engineer on the call. Every note above becomes a live screen.