Collection Conduct MonitoringCollection agencies are collecting.
Hygiene Calling + Voice of Customer
Collection agencies are collecting.
But are they complying?
Bank·NBFC·FinTech·MFI
100% RBI Compliance Framework
Fully managed monthly service — no internal setup required
Most banks and NBFCs learn about collection misconduct from an RBI notice or consumer court filing. Collection Conduct Monitoring (CCM) gives lender leadership verified, continuous intelligence before it becomes a regulatory event.
Portfolio Coverage
100%
Monthly · No blind spots
Risk Escalation
Same day
Critical violations flagged instantly
Language Reach
13
Regional · Dialect-matched callers
Currently active across
Gold Loan
Collections portfolio
Personal Loan
Collections portfolio
LAP
Collections portfolio
MFI
Collections portfolio
NPA Settlement
Collections portfolio
Across banks, NBFCs and MFIs in India
Why this matters now
Collection agencies speak to borrowers in the lender's name, every day. What they say — and how they say it — is the lender's regulatory responsibility.
Most lenders find out too late
Violations surface through RBI notices, consumer complaints, or adverse media. By the time action is taken, the reputational and regulatory damage is already done.
RBI is making collection conduct a compliance mandate
The RBI Fair Practices Code and Digital Lending Guidelines explicitly require lenders to monitor third-party collection conduct. This is not optional oversight — it is a regulatory obligation that inspectors are actively examining.
Poor collection conduct directly erodes customer retention
Borrowers who experience threatening or disrespectful collection calls don't renew loans, don't refer others, and do file complaints. Ethical collection practice is directly linked to portfolio health and long-term customer lifetime value.
What CCM detects — in the field, every month
Four violation types CCM is specifically built to detect and document.
Demands & Coercion
Agents demanding payments or “fees” from borrowers
Direct financial coercion — requesting cash, digital transfers, or informal settlements outside the lending agreement.
Threats & Intimidation
Threatening language, legal threats, and intimidation tactics
False legal threats, warnings of arrest, aggressive ultimatums — language designed to frighten rather than inform borrowers of their actual obligations.
Public Humiliation
Confronting borrowers in front of family, neighbours, or at the workplace
A direct RBI Fair Practices violation — and one of the most damaging for borrower dignity, brand trust, and regulatory standing.
Data Privacy Breach
Sharing borrower loan details, outstanding amounts, or personal data with third parties
Disclosing borrower information to neighbours, colleagues, or family members — a serious breach of RBI data privacy norms and personal dignity.
Every violation type above is a direct contravention of the RBI Fair Practices Code — and every one has been detected through the Collection Conduct Monitoring programme.
The solution
Continuous compliance intelligence — before it becomes a regulatory event.
CCM is a fully managed monthly service — combining hygiene calling, AI quality monitoring, and Voice of Customer analysis across the lender's agency network.
What we do
Verified field intelligence that only an independent programme can surface
- Trained hygiene callers conducting real borrower conversations — independent, unannounced, and structured for compliance verification
- AI QMS monitors a large sample of interactions for RBI compliance violations in real time
- AI VoC captures what borrowers actually feel, say, and experience at every touchpoint
- Monthly board-ready compliance and intelligence reports
Why it's different
Not a quarterly audit. A continuous engine.
- Large-sample call audit — not a 3–5% sample reviewed days later
- Real borrower conversations — not post-call CSAT scores
- Violations flagged the same day — not in next month's report
- Evidence structured to withstand RBI inspection — not just internal review
How we deliver it
People + process + AI — one integrated system
- Empathy-trained callers across 13 regional languages, fully independent of the agency network
- Five-stage verified framework from portfolio selection to leadership report
- AI QMS scores every call against RBI Fair Practices framework
- AI VoC extracts sentiment, grievances, and CX themes at scale
- Agency comparison dashboards — rank, benchmark, and hold every vendor accountable using verified independent data
What you gain
Seven outcomes — most of them intangible, yet critical.
For a regulated institution, the most critical outcomes don't appear on a P&L. CCM protects the lender's licence, reputation, and borrower relationships — simultaneously.
01
RBI Compliance — Always On
Continuous monitoring against RBI Fair Practices Code. No gaps, no surprises at inspection.
02
True Voice of Customer
What borrowers actually feel — not filtered by the lender's agency chain. Ground truth that changes how lenders manage their portfolios.
03
Better Customer Experience
Know where borrowers are distressed. Identified and fixed before it becomes a complaint, churn, or media story.
04
Brand Trust & Credibility
Ethical collections protect the lender's brand. Compliance visibility is a signal to regulators and investors alike.
05
Customer Retention
Compliant collections preserve borrower relationships. Retention starts at how lenders collect, not just how they onboard.
06
Improved Collection Performance
Monitored agencies perform better. Intelligence-driven feedback loops lift recovery rates.
07
Structured Grievance Redressal
Every complaint signal captured and routed for resolution. RBI ombudsman posture, strengthened proactively.
How it runs
Five stages. Every month. No gaps.
From portfolio selection to board-ready report — a verified, end-to-end intelligence cycle running continuously alongside the lender's collections operation.
01
Portfolio selection
High-risk segments, DPD bands, agency risk flags
02
Data verification
Customer and loan data validated before outreach
03
Hygiene calling
Hygiene callers. Real conversations. 13 languages.
04
AI QMS + VoC
Large sample of calls scored for compliance and customer sentiment
05
Leadership report
Board-ready intelligence with recommended actions
The technology behind it
Two AI systems. Every call. Every signal.
Traditional QA reviews 3–5% of calls — days after they happen. Vindhya processes a far larger sample through CCM in real time, one system watching for compliance, one listening for customer signals.
The intelligence layer
Two systems. One continuous picture of the lender's collection network.
Every hygiene call conducted under CCM is simultaneously scored for RBI compliance and analysed for customer sentiment — giving leadership verified visibility that no traditional QA programme can produce at scale.
AI QMSQuality Management System
Compliance monitoring across a large call sample
The AI QMS evaluates a significantly larger call sample than traditional QA — delivering real-time visibility and personalised coaching at scale. Managers identify patterns faster. Agents see exactly where they stand.
Real-time call analysisAutomated SWOT per agentSeverity scoringRBI clause mappingSelf-learning dashboardsInstant escalation triggers
What this means for lenders
Violations flagged as they occur — not weeks later. Every finding mapped to a specific RBI provision. Compliance documentation inspection-ready, always.
AI VoCVoice of Customer Intelligence
Ground-level customer voice turned into strategy
Vindhya AI-powered Voice of Customer technology listens across every interaction — turning raw borrower conversations into structured intelligence that product, CX, and collections teams can act on.
Voice across every touchpointNeeds & pain point mappingSentiment at scaleGrievance signal detectionTheme extractionCX feedback loops
What this means for lenders
Customer voice becomes a data asset — not a post-call survey score. Real experiences surfaced at scale and routed to the teams that can act on them.
What you receive
Four outputs — compliance-ready, board-ready, action-ready.
Every CCM deliverable is structured to be admissible in an RBI inspection — not just useful internally.
01 · RBI COMPLIANCE VISIBILITY
Agency-level breach detection
Conduct violations mapped to RBI Fair Practices Code clauses. Every incident documented, dated, and audit-ready before it escalates.
02 · TRUE VOICE OF CUSTOMER
Unfiltered borrower intelligence
What borrowers actually experienced — not filtered through the lender's agency chain. Fear, confusion, and unmet commitments that standard surveys will never surface.
03 · IMMEDIATE RISK ESCALATION
Same-day critical incident reporting
Serious violations escalated to the compliance head within the same operating day — with recordings, transcripts, and a recommended action.
04 · AGENCY COMPARISON INTELLIGENCE
Side-by-side benchmarking across every agency
Compliance scores, conduct violations, and customer sentiment ranked by agency, region, and DPD segment — using verified, independent data. Drive vendor accountability conversations with evidence that can't be disputed.
For banks, NBFCs, FinTechs, and MFIs
Most lenders carry compliance exposure in their collection network without knowing it.
Walk compliance or risk leadership through a CCM programme briefing — including a sample report built on a relevant portfolio type. Available as a monthly managed service, typically piloted across one agency or portfolio segment. No sales deck. A direct conversation about what's happening on the ground. +91-80-4127 9201 · [email protected]