Collections calling within your hours, limits and records

• Calls go out at the wrong hours

  An agent behind on target rings borrowers early in the morning or late at night. RBI’s August 2022 circular on recovery agents lists calling before 8:00 a.m. and after 7:00 p.m. among the practices lenders and their agents must not use.

• Repeat calling looks like harassment

  The same circular names persistent calling, such as calling repeatedly, and nobody sees it happening when agents call from personal phones.

• Promises to pay are forgotten

  A borrower promises to pay on the 10th. If nobody calls on the 10th, the promise and the goodwill both lapse.

• Agency calls are out of sight

  Third-party agents call from their own phones, so the lender cannot see who was called or when, yet RBI holds the lender responsible for its recovery agents.

1. 11 / 5

   Allocation files become queues

   Import the allocation file from Excel or CSV each cycle, map loan account number, overdue amount and days past due to custom fields, and share the accounts among agents by hand or round-robin.

2. 22 / 5

   Calls go out inside the window

   Set calling hours in Settings → Calling policy, for example 8:00 to 19:00. The app warns an agent before a dial outside the window and flags any call made anyway as Outside hours, so managers see every one. Dates closed in Settings → Working days & holidays block calling all day.

3. 33 / 5

   Unanswered attempts are capped

   After the maximum number of unanswered attempts you set, the account leaves the queue and is flagged for a manager, and retry delays space out the calls before that.

4. 44 / 5

   Every promise to pay gets a date

   The agent logs an outcome such as Promised to pay and picks the promised date as the next follow-up, so the account comes back into their queue that day. A rule can alert the team lead when one of those follow-ups goes overdue.

5. 55 / 5

   Field visits are checked in

   When a visit is needed, the field agent checks in at the borrower’s saved location and checks out with a note. The visit shows how far the check-in was from that location, and check-ins with signs of a faked location are marked.

On Android, every call on the work SIM is logged on the right lead with its exact duration, including calls dialled from the phone’s own dialer. On iPhone, calls started from LumaKol are logged with an approximate duration measured by the app. Either way, the outcome is one tap away after each call.

• Calling hours and do-not-call

  Calling hours and days, a cap on unanswered attempts, retry delays and a block on anyone marked Requested no contact, all checked on the phone. These are your settings; LumaKol does not decide what RBI rules require of you.

• A calling queue that serves the best lead first

  Each agent works allocated accounts from one queue, and accounts with a promise falling due come back into it on the day.

• Custom fields

  Loan account number, product, overdue amount, days past due and the promised amount as custom fields on every account, in exports too.

• Follow-ups and retry rules

  Every outcome can book the next call. Promises to pay get the date the borrower gave, and retry rules bring unanswered accounts back on your timetable.

• Live team board

  Who is available, on a call, on a break or idle right now, with today’s outcomes and due follow-ups, on a board that refreshes on its own.

• Call review scorecards

  Score logged calls against your own conduct checklist, such as introducing themselves and the lender, stating the dues correctly and staying courteous, and coach from the results.

• Field visits and day routes

  Check-in and check-out at the borrower’s location with a note and the distance from the saved location, plus a route per field agent per day.

• CSV / Excel import

  Allocation files from the lender, each cycle.

• Public API

  Create accounts from your loan system; outgoing webhooks send outcomes back.

Questions from lenders and agencies