Every recovery case — from a single cheque-bounce file to a portfolio of 10,000 NPA accounts — moves through the same disciplined pipeline. Here is exactly how.
Every case begins with structured intake. We review the complete file, verify documents, understand the loan terms and customer history, and build a case-specific recovery roadmap — before a single call is made.
Review KYC, loan agreement, repayment history, past collection attempts, customer contact details and stated references. Classify the case by bucket, product, ticket size and geography.
A case file in our system with a recovery roadmap, assigned case owner, and a target closure date.
Within 24 hours of assignment
The call centre takes over first. Friendly reminder calls in the customer’s preferred language, moving to firmer demand calls as the case ages. Every call is recorded, every promise-to-pay is logged.
Dialler-driven campaigns, multi-lingual agents, PTP tracking, speech-analytics quality assurance, strict adherence to RBI calling hours (8 AM – 7 PM).
Customer contacted, PTP obtained (where possible), and first-level objection mapped. Case file updated with call log and next action.
Within 48 hours of intake
If tele-calls do not produce a clear payment commitment, a DRA-certified field officer makes a personal visit to the customer’s stated address. The objective is to establish presence, confirm the customer’s situation, and convert the case into a PTP or an immediate payment.
Scheduled field visit by trained FOS carrying photo ID, visit letter and acknowledgement slip. GPS-stamped, photographed, and signed by the customer where possible.
Visit report with photographs, GPS coordinates, customer signature, observations on capacity and willingness, and a recommended next action.
Within 7 days of first call
If the customer is untraceable at the stated address — relocated, absconding, or number disconnected — the case moves to our skip-tracing unit. If the address is valid but we need to verify the customer’s claimed situation, the case moves to field verification.
Skip-tracing: mobile footprint analysis, social-media investigation, neighbour enquiries, employment tracking. Field verification: structured site visit with neighbour / reference statements.
Either a confirmed current address + alternate contacts, or a verification report confirming / disputing the customer’s claimed situation.
7–14 days depending on complexity
Follow-ups are not random. They are structured on a rhythm that keeps the pressure consistent without crossing into harassment. Follow-up calls and visits continue in parallel with any legal steps being prepared.
Scheduled tele-follow-ups every 3–7 days, field follow-ups every 15–30 days, escalation meetings with customer family or employer where relevant, and written reminders for PTP breaches.
Full follow-up log with call recordings and visit reports, payment received against PTPs, or documented grounds for legal escalation.
Ongoing through the delinquency bucket
Most cases close here. Either through an amicable settlement negotiated by our team, or through the first legal notice which triggers payment. The legal desk drafts the notice, the field team delivers it, and the call centre follows up on response.
Client-approved settlement offers, written payment plans, demand notice under the loan agreement, legal notice under Sec 138 / SARFAESI, or intimation of imminent DRT filing.
Settlement agreement signed + payments in progress, or delivered legal notice with acknowledgement — which usually triggers payment or negotiation within 15 days.
15–45 days from start of intensive follow-up
The final step. Money recovered, case closed, full closure report delivered to the client. For cases that go to repossession, the asset is in custody and the auction process begins. For cases that go to court, the legal team takes over full ownership.
Payment collection & remittance to client, asset repossession & yard storage (if applicable), final case closure report, archival of all call recordings and visit logs.
Client receives: recovered funds, closure report with complete case chronology, and audit-ready documentation archive. Case is closed and archived.
Cumulative: 45–120 days for 80% of cases
Transparency is not an optional add-on in our process — it is built into every step. Here is what lands in your inbox, on your dashboard, and in your audit folder.
A daily dashboard showing every case, every action taken that day, every PTP captured and every payment received. No waiting for month-end.
100% of our tele-calls are recorded. You can pull any call from any date for audit, training or dispute resolution — on demand, anytime.
Every field visit is logged with GPS coordinates, timestamp, photographs and customer signature. No more wondering if the visit actually happened.
Every Monday, a written portfolio review: bucket movement, recoveries, PTP conversion, legal pipeline and action-item list for the week.
Face-to-face monthly review with your account manager at our office or yours — strategy, KPIs, and planning for the month ahead.
Every closed case gets a full chronology — every call, every visit, every notice, every payment — signed off and ready for your audit folder.
Talk to our recovery specialists today — free first consultation, no obligation.