A loan file is waiting on two things: the last three months' bank statement and an address proof. The applicant was keen on Monday. By Thursday, they have had a call from another lender, and your officer, who has forty other files, has not rung them back. Nobody rejected this applicant. The file simply went quiet.
Document chasing is repetitive and rule-based, which suits an agent. It is also close to money and identity, so you should set it up with more care than a brochure call.
What the call sounds like
The agent introduces your company and asks for the applicant by name. With the identity check on, it asks them to confirm the last four digits of their mobile number before talking about the file. Then it says plainly what is pending: “We still need your bank statement and an address proof to move your application forward. When can you send these?” It takes a date, and offers to have the list sent to them on WhatsApp if they agree.
If they ask about the rate, the agent answers only from the product sheet you gave it, and sends exact offers to an officer. If they ask whether they will get the loan, it says plainly that it can't say, and that an officer decides. That line should be in the script in your own words, and in your agent tests as a case that must pass every time.
Setting it up
- Keep what is pending on the contact, in fields you define. The agent can read these out, so a call can be specific to each file.
- Run a campaign for applicants with pending papers, narrowed by that field.
- Use a workflow to send the list by approved WhatsApp template, once the caller has agreed. An agent cannot send it alone.
- Save the promised date. A Wait step can then ring again just after it, if the file is still pending.
- Hand over or book a callback when the applicant has a question an officer must answer.
Keep these fields current. An agent that asks for a bank statement the customer sent yesterday is annoying and makes your whole operation look careless. The field needs updating when the document arrives, either by your team or from your system through the API.
The stages applicants drop off at
Documents are one stuck stage among several. The same pattern works at each of them.
- New enquiry: basic questions on need, income type and city, as you set them. No promises.
- Sanctioned, unsigned: ring to find out what is holding them, and send rate and terms questions to an officer.
- First EMI: ring ahead, say what your record shows, and pass auto-debit problems to your team.
- File status: applicants ring the branch all day. An inbound agent can answer from the status your team last entered, and say so plainly when there is nothing new.
What the agent must not do
Write these down and check them on real calls.
- Approve or promise a loan, a rate or an amount.
- Ask for an OTP, PIN, CVV, full card number or bank password. Every agent is told never to ask for these, and to stop a caller who starts to give one. That lowers a risk, and it is no guarantee. So your process should never need them on a call. If a step needs one, the customer does it themselves through a secure link or the official app.
- Take down a document's contents by voice. An Aadhaar or PAN number read out loud sits in any recording of that call, even though stored transcripts have many such details removed.
- Press anyone. A follow-up is a follow-up. If they have changed their mind, record it and stop.
Build with AI checks a draft for threats and false urgency, but a script you edit afterwards is your own. Have someone in your credit or compliance team read it.
Consent and hours
Calls go out only between 9 am and 9 pm IST, a limit you can't widen. You can set narrower hours per agent. Your Do-Not-Call list is checked on every call, and a customer who replies STOP on WhatsApp goes on it. The national registry isn't checked for you. Consent, what you may say about a loan and your lending rules stay with you, and our note on what the platform checks goes into this further.
How to start
Take one product, one branch and a short list of pending files. Have an officer listen to the first few calls with live supervision, where your plan includes it, or read transcripts in Call Logs. Ask two things: did it state what was missing correctly, and would you be comfortable if the customer recorded this? Then widen it.
A useful measure is how long a file waits between document request and receipt, and how many officer hours go into chasing. We publish no benchmark for these, so compare your own numbers before and after, on similar files.
See the loans page for the wider set of jobs, and the pricing page for what these calls cost. Staff who take the hand-overs use the Workspace, and this depends on your plan.