Call auditing for collections floors
Collections is where one bad call costs a lender relationship. VoxAudit audits collections calls against the conduct scorecard your team sets, flags breaches the same day with a link to the exact moment, and keeps a register your lender partners inspect.
The regulatory context
RBI conduct rules bar borrower calls before 8 am or after 7 pm and bar intimidation or harassment by recovery agents.
RBI's digital lending and outsourcing directions make regulated lenders answerable for their agents' and DSAs' phone conduct.
A sampled audit leaves most of that conduct unseen. A dial set to 100 percent on a collections process sees all of it.
What the scorecard catches
Zero-tolerance rules your team sets, for example intimidation or abusive language, calling outside permitted hours, or misstating consequences. One breach fails the call outright and fires the same day, with the reason and the second it occurred.
What the lender sees
A compliance register with every fatal as a row, the call time, agent, process, reason and a link to the audit. Repeat offenders get their own list. The client pack goes out under your brand, in plain sentences a lender's vendor manager reads without a walkthrough.
Zero-tolerance rules floors like yours set
Fatal flags are defined by your team, per scorecard. Common examples on this kind of floor, intimidation or abusive language, calling outside permitted hours, misstating consequences. One breach fails the call outright, the same day, with a link to the exact audio moment.
The reports that matter here
- Fatal flag register
- Repeat offenders
- Agent coaching trend
- Client quality summary PDF
See it on your own calls
Thirty minutes. Bring a real scorecard and five recordings. We audit them in front of you.