To contact customers through telephone calls, remind them about pending payments, follow up on overdue accounts, and ensure timely collection of outstanding dues while maintaining good customer relationships.
2. Key Roles & Responsibilities
- Make outbound calls to customers regarding pending and overdue payments.
- Remind customers about upcoming EMI/payment due dates.
- Follow up regularly with customers who have missed their payment deadlines.
- Explain outstanding amounts, payment details, and available payment methods.
- Convince and motivate customers to make timely payments.
- Maintain daily call records and customer follow-up details.
- Update payment commitments and customer responses in the system.
- Coordinate with the collection team for unresolved and escalated cases.
- Achieve daily, weekly, and monthly calling and collection targets.
- Maintain professional communication and polite behavior with customers.
- Follow company policies and ethical collection practices.
- Submit daily calling and collection reports to the reporting manager.
3. Required Qualifications
- Minimum 12th pass; graduation preferred.
- Freshers and experienced candidates can apply.
- Basic computer knowledge.
- Knowledge of Hindi and local language is preferred.
- Good telephone communication skills.
4. Required Skills
- Valuable communication and convincing skills.
- Confidence in handling customer calls.
- Patience and positive attitude.
- Basic knowledge of MS Excel and computer operations.
- Ability to work under targets and deadlines.
- Customer handling and problem-solving skills.
5. Key Performance Indicators (KPIs)
- Number of calls made per day.
- Successful customer contact ratio.
- Payment commitment ratio.
- Collection conversion ratio.
- Follow-up efficiency.
- Monthly collection target achievement.
- Quality of customer communication.
6. General Responsibilities
- Maintain customer confidentiality.
- Ensure accurate call records.
- Follow company rules and regulations.
- Avoid inappropriate language or harassment during customer interactions.
- Maintain discipline and punctuality.
7. Overall Responsibility
The Telecaller – Collections is responsible for contacting customers, following up on pending payments, generating payment commitments, and supporting the collection team in achieving monthly recovery targets.