1. Telemarketing etiquettes
2. Gifts or bribes or Unethical behaviour
3. Precautions to be taken on visits/contacts
4. Do's and Don'ts of communication with Customers and third party through various modes
5. Other important aspects
6. Handling of letters & other communication
7. Declaration cum undertaking

1. Tele-calling antiquates

• Customer is to be contacted for undertaking the services and to undertake such other Services as may be communicated by the Company from time to time.
• PRE-CALL No calls prior to 09:30 am Hrs. or post 07:00 pm Hrs. unless specifically requested. - No serial dialing - No calling on lists unless list is cleared by team leader
• DURING CALL – We shall Identify ourselves, our company, and our principal - Request permission to proceed - If denied permission, apologize, and politely disconnect. - State reason for call - Always offer to call back on landline, if call is made to a cell number - Never interrupt or argue - To the extent possible, talk in the language which is most comfortable to the prospect - Keep the conversation limited to business matters - Check for understanding of "Most Important Terms and Conditions" by the customer if he plans to buy the product - Reconfirm next call or next visit details - Provide our telephone no, our supervisor's name or our bank officer contact details if asked for by the customer. - Thank the customer for his/her time.
• POST CALL - Customers who have expressed their lack of interest for the offering should not be called for the next 3 months with the same offer.

2. Gifts or bribes and unethical behaviour: We must not accept gifts from prospects or bribes of any kind.

3. Precautions to be taken on visits/ contacts: We should:

• Respect personal space - maintain adequate distance from the prospect.
• Not enter the prospect's residence/office against his/her wishes.
• Not visit in large numbers - i.e. not more than one agent and one supervisor, if required.
• Respect the prospect's privacy.
• If the prospect is not present and only family members/office persons are present at the time of the visit, he/she should end the visit with a request for the prospect to call back.
• Provide his/her telephone number, supervisor's name, or the concerned bank officer's contact details, if asked for by the customer.
• Limit discussions with the prospect to the business - Maintain a professional distance.

4. Contact with Customer

• Customer should be contacted at an appropriate time.
• Customer should be contacted ordinarily at the place of his choice and in the absence of any specified place at the place of his residence and if unavailable at his residence, at the place of business/ occupation.
• Customer privacy should be respected.
• Interaction with the Customer should be in a polite and civilized manner.
• Customer’s request to avoid calls at a particular time or at a particular place should be honoured as far as possible.
• Customer should be provided with the information regarding his dues.
• Reasonable notice would be given before repossession of security and its realization.
• All assistance should be given to resolve disputes or differences in a mutually acceptable and in a normal manner.
• During visit to the Customer ‘s place for collection of dues, decency and decorum should be maintained.
• Inappropriate occasions such as bereavement in the family or such other calamitous occasions should be avoided for making calls/ visits to collect dues.
• Strictly avoid any appearance which may suggest any criminal intimidation or threat or violence.
• The Service Provider and/or its employee/s while collecting the amount due should:
  • does not resort to any false, deceptive, or misleading representation,
  • not falsely represent or imply that he or she relates to or affiliated with any of the governmental or judicial authority,
• abstains from using any identification which can lead to wrong representation.
• In case of non-adherence to the above-mentioned terms, the Service Provider will be solely responsible for consequences, if any, arising therefrom.
• The Service Provider or its employees should be appropriately dressed and well groomed.

5. Do's and Don'ts of communication with Customers and third party through various modes:

Key Areas	Do's	Don'ts
i) Appearance	Well-groomed with proper hair cut clean shave, well maintained beard
ii) Dress Codes	Light color shirts, well ironed shirt, shirt sleeves preferably buttoned down. Well ironed, creased trousers of dark shade In winter, a coat / plain pullover Formal Shoes
iii) Belongings	Daily Collection Run Rate (DCR) Sheet Receipt Book Minimal Stationary Code of Conduct
iv) Ethics		Service Provider should not make any verbal or written promises to customer, without supervisor / company, on matters outside his purview or an ad-hoc settlement / product features.
v) Confidentiality		Unauthorized information written or verbal cannot be divulged to any Customer/competitor/any other person (for eg: Photocopy of stat card, showing previous trails of Customers.
vi) Process/ Product Discipline	Service Provider will perform their role within the framework of the instructions issued to it in terms of process notes and specifics of collection action based on the product.

vii)                   Maximize Effectiveness	Service Provider will strive to maximize the effectiveness of the visits by pre visit preparation and result orientation to improve results. Will document result in visit/action taken.
viii) Proximity	Maintain a reasonable distance from the Customer.	No physical   contact   with   the Customer. No   obstruction      to    Customer movement.

 

6. Other important aspects - Appearance & Dress Code Service Provider and its agents must be appropriately dressed - For men this means: - Well ironed trousers; - Well ironed shirt, shirt sleeves preferably buttoned down.

For women this means: - Well ironed formal attire (saree, suit, etc); - Well-groomed appearance. --Jeans and/or T Shirt, open sandals are not considered appropriate.

7. OTHERS

• Interaction with the customer and any third party must always be in polite, civilised and professional manner and they must be treated with dignity at all point in time.
• Special care and precaution to be taken while dealing with female and elderly customers.
• One should not be accompanied by any person not authorized.
• Customer request to avoid calls at a particular time or at a particular place should be honoured as far as possible.
• Service Provider and its Agent/FOS are not allowed to send any communication to customer via SMS, Email, What's app or any other social media networks. In case, if customers are required to be communicated on e-mails / letters / electronic messages, the same need to be ensured through authorized the Company communication desk.
• Customer should be provided with the accurate information regarding his dues and loan details.
• Service Provider should collect customer payments through only authorised payment channels.
• Customer must be provided authorised payment acknowledgement and collected amount must be remitted to the Company within 24 hours of payment.
• Reasonable notice would be given before repossession of security and its realization.
• All assistance should be given to resolve disputes or differences in a mutually acceptable way.
• During visit to customer for collection of dues, decency and decorum must be maintained.
• No written or verbal threats, abuse or rudeness is permitted while interacting with customers/third parties (Family members/relatives/friends).
• Inappropriate occasions such as bereavement in the family or such other calamitous occasions should be avoided for making calls/ visits to collect dues.
• Strictly avoid any appearance and action which can be perceived as any criminal intimidation or threatening or violent behaviour.
• Service Provider and its Agent/representatives while interacting with customers and third party should not resort to any false, deceptive, or misleading representation which can imply that he / she is affiliated with any of the governmental or judicial authority such as Police, Advocate etc.
• Service Provider and its Agent/representatives should carry his belongings such as Daily Collection Run Rate (DCR) Sheet, Receipt Book, Minimal Stationery and Code of Conduct.
• Unauthorized information, written or verbal, cannot be divulged to any Customer/competitor/any other person (for e.g.: Photocopy of stat card, showing previous trails of Customers.
• Service Provider and its Agent/representatives must perform their role within the framework of the instructions issued in terms of process notes and specifics of collection action based on the product.
• Service Provider and its Agent/representatives must strive to maximize the effectiveness of the visits by pre visit preparation and result orientation to improve results. Will also document result in visit/action taken.