What happened on each call
- 11 Sep, 19:12AD-1100% · Excellent
Clean: drop-off recovered, V-KYC completed, credential attempt refused (call 1 of 2)
A drop-off rescue that found the real cause in two questions: the app was matching the employer against a registered entity name, and the customer had typed the trading name. From there the officer walked her through the offer screen and the fee breakup to the net credit figure, left the insurance checkbox alone, set up V-KYC properly with recording consent, and refused the OTP the customer offered — turning it into a fraud-awareness moment. She pushed the customer to read the KFS, singled out APR and foreclosure, explained the cooling-off right unprompted, and described the disbursal window as typical rather than promised.
“Rs 2,50,000 · 12.50% p.a. reducing · 36 months · EMI Rs 8,363 · processing fee 1.5% + GST = Rs 4,425 · net disbursal Rs 2,45,575 · loan protection shown on screen at Rs 3,180, left unticked · V-KYC completed on call · cooling-off period explained”
- 26 Sep, 13:26AD-20% · Fatal
Fatal: complaint about an unauthorised deduction never logged
The customer from the drop-off rescue called back because Rs 3,180 was missing from her disbursal — exactly the loan protection premium she had declined on a recorded call the officer remembered. The officer confirmed the amount, identified what it was, and then spent the rest of the call keeping it off the complaints register: a possible mis-click, "in the system it does show as ticked", the amount is small, no need to complain, no reference number, and a date only after being asked three times. The one thing the customer asked for — how to file a complaint — was the one thing she did not get.
“Loan Rs 2,50,000 · expected net credit Rs 2,45,575 · actual credit Rs 2,42,395 · difference Rs 3,180 equal to the loan protection premium the customer had left unticked · no grievance logged, no reference issued”
Pooja Bhatt
Each stage, call by call — the last column shows the change from first to latest call
| Stage | Call 1 | Call 2 | Change |
|---|---|---|---|
| 1. Auth & Credential Safety | 100% | 100% | 0 |
| 2. Opening & V-KYC Consent | 100% | 100% | 0 |
| 3. Journey Diagnosis | 100% | 27% | -73 |
| 4. On-screen Terms | 100% | N/A | — |
| 7. Process & Cooling-off | 100% | 25% | -75 |
| 8. Resolution | 100% | 21% | -79 |
| 9. Service Conduct | 100% | 67% | -33 |
| Call score | 100% | 54% → 0%set to 0 by fatal breach |
The stage scores above show how the officer did on each part of the call. A fatal breach is zero-tolerance, so it sets the whole call score to 0, whatever the stage scores were: Call 2 scored 54% on its stages → 0% (1 fatal). The journey score follows the same rule.