Debt Management
Loan recovery services for Banks and NBFCs
Tele-calling and field recovery across the delinquency curve. The calling floors, the field officers, and how an account is worked from first contact to closure.
- in the industry
- 30 yearsin the industry
- trained professionals
- 2,500+trained professionals
- across 17 states
- 30+ officesacross 17 states
- ISO 9001:2015
- ISO 27001:2022ISO 9001:2015
Tele-calling
Calling is where most accounts resolve, and where the conduct risk is highest per rupee recovered.
What a call is for
Confirm identity, state the position, understand the reason, agree within authority, record the outcome — that is the whole of it. Where a borrower disputes the liability, reports hardship, bereavement or illness, or asks a question that touches the terms of the loan, the account stops and comes back to you. Our agents do not argue about the contract.
When calls are made
08:00–19:00 for general portfolios, 09:00–18:00 for microfinance, per current RBI guidelines. These windows are enforced as dispatch blocks in the system, not as instructions given in training. A call outside the window does not connect.
Language
Calling is delivered in the languages your portfolio needs — agreed with you at the start of the engagement, and staffed accordingly.
Quality
Calling runs under our ISO 9001:2015 quality management certification. Scripts and treatment rules are agreed with you before a campaign runs and changed only by agreement. Where a call is automated, the borrower is told so at the start and can ask for a person at any point.
Field recovery
A visit is a treatment path an account qualifies for, not a punishment an agent decides to apply. This is the sequence every visit follows.
The account qualifies
Accounts go to field on the criteria you set: no contactable number, a broken arrangement, exposure above a threshold, or a case that has run out of road on the phone.
The visit is allocated
The account is assigned to a directly employed e-Solve officer working that location, who arrives with the account history, the contact record and the authority limit already on file.
Contact at the address
The officer identifies themselves, names the lender they are acting for, states the position on the account, and asks why payment has not been made.
An outcome is reached or recorded
Either an arrangement within the authority you have granted, or an accurate record of why one was not possible. The officer does not negotiate beyond that limit.
The visit is captured at the door
Logged in the Tejas field app as it happens, timed and located, with the outcome and the officer's own notes. Nothing is written up afterwards from memory.
The account routes on
Back to calling where contact has been restored, to Field Investigation where the address on file has gone stale, or to Asset Repossession where the exposure is secured and you have authorised it.
Key Features
Benefits
Higher portfolio efficiency via coordinated multi-channel engagement
Reduced operational effort through integrated workflows
Better customer experience with sensitive, standardized communication
Faster resolutions from synchronized tele + field actions
Full transparency with real-time dashboards & tracking
Effortless scale to manage volume spikes across regions
Frequently asked questions
Find answers to common questions about our services