What happened on each call
- 13 Sep, 12:14IN-197% · Excellent
Clean close — application started
A model inbound call-back on a 17-minute-old web lead. Purpose, income and obligations captured before any number was quoted; bureau consent taken on a bank link with an unprompted OTP-safety warning; indicative terms, exact EMI at three tenures, fee with net disbursal, correct prepayment bands and optional insurance all disclosed; the customer was talked out of an unrelated balance transfer that would not have helped him, and the call closed with an application opened and a dated next step.
“Rs 4,00,000 · 11.25% p.a. fixed, reducing (indicative) · 48 months · EMI Rs 10,387 (36 m: Rs 13,143) · processing fee 1.5% + GST = Rs 7,080 · net disbursal ~Rs 3,92,920 · part-payment/foreclosure after 12 EMIs at 3% + GST, nil after 24 EMIs · loan protection optional (~Rs 5,200), declined”
- 24 Sep, 16:40IN-20% · Fatal
Fatal: sanction guaranteed and insurance bundled without consent
The same officer, the same customer, four days later — and the call goes the other way. A missed call-back left the customer chasing his own file twenty days before a hard wedding deadline, and the officer answered that pressure with a guaranteed sanction, a guaranteed Monday disbursal and a rate he cannot authorise. He then added loan protection to a live application the customer had already refused, and pushed back on the refusal by implying covered files move faster. One good instinct survived: he correctly refused to discuss the father’s separate application.
“Rs 4,00,000 · quoted 11.25% then "10.99%, take it as settled" · 48 months · EMI Rs 10,387 · officer states "the money will be in your account by Monday, write it down" before the credit decision · loan protection Rs 5,214 added to the application after the customer said he did not want it”
Ankit Verma
Each stage, call by call — the last column shows the change from first to latest call
| Stage | Call 1 | Call 2 | Change |
|---|---|---|---|
| 1. Identity & Authentication | 100% | 100% | 0 |
| 2. Consent & Opening | 100% | 100% | 0 |
| 3. Need & Eligibility | 100% | 100% | 0 |
| 4. Rate & EMI Disclosure | 100% | 23% | -77 |
| 5. Fees & Net Disbursal | 81% | 100% | +19 |
| 6. Insurance & Add-ons | 100% | 0% | -100 |
| 7. KFS & Process | 100% | 78% | -22 |
| 8. Application Close | 100% | 77% | -23 |
| 9. Fair Conduct | 93% | 37% | -57 |
| Call score | 97% | 62% → 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 62% on its stages → 0% (3 fatals). The journey score follows the same rule.