Good repayment follow-up needs three things: accurate account details, a respectful conversation and a clear record of the next step. Radical Minds provides debt collection call center and tele-collection support for lenders in India. For every client, we first agree the portfolio, the account stages and how borrowers should be contacted. Our agents explain the account position, note the borrower’s response and follow up as you’ve approved. Disputes, payment difficulties and any request outside the agent’s remit are passed to your team.
You can start with 20 seats. Before we plan the team, we talk through account volumes, languages, scripts, contact rules and reporting. You decide which numbers matter for your portfolio, such as contact outcomes, promises to pay and follow-up status. Settlements, policy exceptions and payment approvals stay with you. The scope spells out exactly who does what.
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Collections go wrong when nobody knows who called, what was said or what was promised. Here’s how we keep every account clear.
You tell us which accounts and calling tasks we're taking on. Each account then gets a set handling route, the records it needs and a named person for escalations.
Agents use your approved scripts and speak to borrowers with respect. Questions, disputes and anything beyond their remit go through your own process.
Every call attempt, borrower response and agreed next step is logged. So before the next call or review, your team can see exactly what's happened so far.
When a borrower promises to pay, we note exactly what they committed to and what follow-up your process needs. Until the money arrives, it's tracked as a promise, not a payment.
Disputed balances, hardship cases and anything that needs approval go to your authorised team. We pass on the full background, so the borrower doesn't have to explain everything again.
We agree with you how calling activity and results across the portfolio will be reviewed. Reports keep attempts, real conversations, promises and unresolved cases separate, instead of lumping them into one number.
Collection calls need guidance your organisation has approved, and firm limits on what agents can decide. Here's how we agree the portfolio, the calling workflow and what has to be ready before launch.
We start by going through the portfolio you're assigning, the account stages and the calls we're allowed to make. Then we write down your contact rules, how disputes are handled, who owns escalations and what needs to be recorded on each account.
Next, the team is trained on your approved scripts, account details and conduct rules. We also make clear how to handle payment promises, pushback and sensitive conversations, including which matters must always go to your team.
Before calling starts, we agree account access, call records and reporting. We then check that agents can find the right account, log the conversation and pass on exceptions through your process, without promising anything they're not authorised to.
Once calls are running, we review outcomes and follow-ups against the portfolio measures you've agreed. Promises are kept separate from actual payments, and disputed or unresolved accounts are reviewed with your named owner.
That depends on your portfolio, so we confirm the account stages and calling tasks with you before starting. Share your portfolio profile, the reasons for contact and how accounts should be handled, and we'll check what fits.
Different groups of accounts may need their own scripts, skills and escalation routes.