LCO CallingCall assigned LCOs as per the daily allocation.
- Explain the purpose of the call clearly.
- Maintain skilled communication with LCOs.
Follow-up & ConversionFollow up on pending cases regularly.
- Encourage LCOs to complete the required action.
- Convert eligible/pending cases into successful closures.
Winback / Recovery
- Contact LCOs regarding disconnected, suspended, or inactive accounts where applicable.
- Explain outstanding dues, offers, waiver/process requirements, and payment options.
- Generate maximum Winback/Recovery from the assigned portfolio.
Payment Follow-up
- Follow up for pending payments.
- Remind LCOs about due amounts and payment timelines.
- Capture payment commitments and follow up until payment is received.
Case Status & Remarks
- Update every call outcome correctly in the calling/application system.
- Record proper remarks such as:
- Connected
- Not Connected
- Call Back
- Payment Promised
- Payment Done
- Disagree
- Wrong Number
- Already Submitted, etc.
Daily Target AchievementWork according to the assigned daily/monthly calling and conversion targets.
- Track personal performance against target.
- Focus on high-potential cases to improve productivity.
EscalationEscalate unresolved issues to the TL/concerned department.
- Highlight system issues, payment issues, waiver issues, or customer/LCO disputes.