220 agencies. 11 regions.
One bank finally knew what was happening.
A leading private sector bank's credit card collections portfolio spanned 220 field agencies across India. Every month, Vindhya independently verified what those agencies were actually doing — in 13 languages, across every region. What the data revealed surprised even the bank's leadership.
The bank had no independent view of what 220 agencies were doing in its name.
A leading private sector bank's credit card collections portfolio spanned 220 field agencies across 11 regions of India. Customers in Bucket X (90+ DPD) were referred to these agencies for ground-level collections — and a direct RBI mandate required the bank to independently verify, every month, that those agents were behaving ethically and following Fair Practices guidelines.
The problem was scale. Hundreds of agencies, dozens of languages, customers spread across every geography — conducting this honestly was beyond any internal QA team. The bank needed an independent partner with no connection to the agencies being assessed, who could surface findings the same day, not in next month's report.
The goal was never tick-box compliance. It was real-time field intelligence — so that if something was wrong, the bank could act before it became a legal case, a media story, or an NPA entry.
Head of Collections Risk · Leading Private Sector Bank
Not a call centre script. A trust-first conversation.
Four integrated stages — from first contact with the customer to intelligence in the bank's hands.
Callers were trained to think like customer experience professionals, not compliance auditors — building genuine trust so customers would speak honestly about their field collection experience, in their own language.
Structured Conversation
Callers reach the customer in their regional language — warm and independent. RBI compliance questions woven into natural conversation, not read as a checklist.
Insight Extraction
Every call analysed across compliance scoring and open-ended Voice of Customer. Unscripted feedback captures the ground reality no structured survey can.
Red Alert Escalation
Critical incidents escalated to the compliance head the same day — full case summary, customer's exact words, and recommended action. No critical case waits for the monthly report.
Agency Intelligence Report
Monthly comparative view of all 220 agencies — compliance scores, conduct violations, regional breakdowns, and month-on-month trend. Shared with business daily for immediate actioning.
Every deliverable — from individual incident notes to agency scorecards — is structured to withstand RBI inspection. Compliance infrastructure, not an internal QA exercise.
Three numbers the bank did not know until Vindhya called their customers.
Across thousands of completed customer calls in a single month — professionalism was the lowest-scoring parameter nationwide at 74%. The bank's largest southern geography had a positive experience rate of just 53%. And 6 agencies were escalated for confirmed incidents — fraud, threats, and family harassment. None of this was visible before the programme.
Month-on-Month Movement — What the Trend Showed
Improvement in one region can mask deterioration in another. Month-on-month tracking reveals this migration — a static audit would not.
Five Parameters Checked — Every Call, Every Month
| What We Checked | Score | Signal | Bar |
|---|---|---|---|
| Call timing adherence — contacted within permitted hours | 92% | Strong | |
| Awareness creation — dues and outstanding clearly explained | 90% | Strong | |
| Support in payment — options communicated to aid resolution | 78% | Watch | |
| Professionalism — executive conduct and customer concern handling | 74% | ⚠ Lowest | |
| Process efficiency — interaction handled smoothly and quickly | 76% | Watch |
From visibility gap to verified field intelligence — every month.
The programme fundamentally changed how the bank managed its 220 agencies — and how quickly it could act on what was happening in the field.
The bank can face an RBI inspection with confidence
Every customer interaction independently verified, scored, and documented — dated evidence of agency conduct that stands up to regulatory scrutiny, not just internal review.
Fraud, threats, and harassment caught before they reach a regulator
6 confirmed incidents escalated in a single month — each one a potential ombudsman complaint, legal filing, or adverse media story that the bank intercepted the same day it happened.
Customers who would never complain formally — finally heard
Tier 2 and Tier 3 borrowers, contacted in their own dialect, speak honestly. The intelligence from this segment is what no Hindi or English-only programme surfaces.
Vendor decisions made on verified data, not assumption
Agency relationships retained, reformed, or ended based on independent monthly scorecards — not self-reporting, internal complaints, or gut feel.
Compliance improvement that doesn't mask a hidden risk
Month-on-month tracking caught the risk shifting from North to South as scores improved. A quarterly audit would have reported progress. This programme reported the truth.
See a real agency scorecard from a live portfolio cycle — then decide.
We'll share a sample intelligence report built on an actual portfolio and walk your compliance or risk team through what it surfaces. No sales deck. No assumptions. Just the data. +91-80-4127 9201 · info@vindhyainfo.com