Collections & Field Investigation Services

Unending competition and the resultant pressure to provide competitive rates for amassing greater business make things quite challenging for the retail finance. Companies tend to work towards increasing top-line and maintaining a healthy bottom-line. Effective debt/receivables management is very important to maintain healthy cash flow.

Deterrents Before allocation of portfolio

Businesses face various challenges during collections. Here’s a look at various deterrents before the allocation of portfolio:

• Reference Checks
• Antecedent verifications
• Signing of Tata Code of Conduct
• Organization structure for supervision : fixed ratios of agents to Team Leaders, Team leaders to State Heads, State Heads to Regional Heads

In-process Deterrents

Several factors hinder smooth collections during the entire process. Here’s a look at factors that act as in-process deterrents during execution:

• Periodic audit by supervisors with the customer
• Pan Book reconciliation
• On-line visibility of collection and field visit report
• On-line visibility of financial by customers - provided by Client
• Periodic independent process audits (ISO)
• Internal Audits reporting to the Audits Committee
• Periodic swapping of portfolios
• Audits by call centre
• Whistle Blower Policy
• Independent Ethics Committee

Tata BSS has identified critical success factors for Financial Businesses

• Accurate results due to specialization
• Better infrastructures
• Dedicated services
• Lower resilience and oversight risk

Optimized End-to-End Services for Greater Business Value

Our unique model of providing comprehensive outcome based solutions and our expertise across Collections are as under:

Our Integrated Collections solution combines tele-calling with field services, thereby enabling end-to-end services for our clients.

Our gamut of services includes:

• Outbound Collections Services Including calling & Field services across all buckets
• Recovery of Stressed Assets – including write-off portfolio collections
• Insurance Collections right from Pre due to Persistency and lapsed
• Verification Service through field and Calling
• Field Investigation Services for Retail and SME customers of our clients
• Skip tracing (desk-based, as well as field based)

Our feet-on-street presence is spread across 400+ locations in India including Tier 2 & Tier 3 cities enabling us to collect money even from the last resource being customers’ door step. Feet-on-street staff are trained and supervised by our highly experienced Regional Heads & State Heads in each region.

We are also serving Clients from GCC Countries for their NPA Collections in India. Along with this we are also providing verification through tele-calling and field mechanism.

The Collections process is efficiently managed by three modes:

• Data Analytics Understanding of portfolio to aid quick resolution.
• Voice Collection Generating Promise To Pay’s and reminder/confirmation calling from central call centre.
• Feet-on-Street Conversion of PTP into actual collection and performing collection by meeting customer.

Being a TATA group company we ensure that group ethics policy is adhered to by all our staff for which we have set up strong internal controls for fraud prevention & detection.
As one of the largest professionally managed Collections service providers, Tata BSS is fully compliant with all statutory requirements. We grow the top-line of any business using our expertise which helps to enhance experiences and enable efficiency with increased cash-flow.

Our unique operating model of providing end-to-end (Voice plus field support) outcome based solutions and our expertise across the Collections value chain (X / early buckets to NPAs) coupled with our geographic footprint provides an unmatched value proposition to our clients. We support this with the latest technology (Tablets / Handheld devices) & fully variable pricing post the initial / pilot phase.