Recovery Telecalling Do's and Don'ts
Most recovery now happens on the phone, under the same RBI rules as a field visit.
Most loan recovery in India now happens on the phone. A recovery telecaller calls borrowers with overdue EMIs or card bills, reminds them, and tries to agree a payment date. It is the same job as a field agent, minus the visit, and the same RBI rules apply.
Telecallers need the DRA certificate too. IIBF ran a separate DRA Telecaller exam until it was discontinued from 1 April 2024; telecallers now sit the same DRA exam as field agents.
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Do's and Don'ts on a Recovery Call
| Do | Don't |
|---|---|
| Call between 8 a.m. and 7 p.m. | Call before 8 a.m. or after 7 p.m. (from 2027, allowed only if the borrower has asked you to) |
| Confirm you are speaking to the borrower or guarantor before mentioning the loan | Discuss the dues with a spouse, parent, colleague or anyone else who picks up |
| Give your name, agency and the lender you represent | Make anonymous calls |
| Tell the borrower the call is being recorded | Use abusive or threatening language |
| Respect a request not to be called at a certain time | Call again and again the same day to wear the borrower down |
| State the overdue amount accurately | Exaggerate the debt or invent consequences like arrest or jail |
| Send only lender-approved messages that show your name and contact | Send inappropriate messages on SMS, WhatsApp or social media |
A Simple Call Structure
PrepClever's suggested flow for a call on a personal loan 45 days overdue.
- 1
Identify yourself and the borrower
"This is Ravi from ABC Agency, calling for XYZ Bank. Am I speaking with Mr Sharma?" Do not continue until you are sure.
- 2
Mention the recording
"This call is being recorded."
- 3
State the facts
Amount overdue, since when, and the next due date.
- 4
Ask and listen
"What is stopping the payment?" Note the answer.
- 5
Agree a specific next step
An amount and a date, or a referral to the lender if the borrower needs restructuring.
- 6
Confirm and close politely
Repeat the promise back, thank them, and log it.
Recording and Call Logs
RBI has expected lenders to record recovery calls since its 2008 guidelines. Its rules effective 1 January 2027 make this precise for commercial banks and NBFCs: the lender must log the time and number of every recovery call, record calls made by the agent and calls the borrower makes to the number given to them, and keep the recordings for six months, or until a court case on the matter is over.
For a telecaller, this means every word is evidence. A recorded threat is exactly what a borrower's complaint to the RBI Ombudsman will rely on.
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Telecom Rules Apply Too
RBI's 2027 recovery rules also tell lenders to follow guidelines from other authorities, naming TRAI's Telecom Commercial Communications Customer Preference Regulations, 2018. Telecom rules on commercial calls therefore apply to recovery calling as well.
How the DRA Exam Tests This
Expect questions on permitted calling hours, who you may speak to, and which behaviours count as harassment. A typical one: "The borrower's father answers. What should the telecaller do?" The answer is to ask for the borrower without discussing the loan.
The trap is the timing window. RBI's 2022 instruction says before 8:00 a.m. and after 7:00 p.m. are off limits. Options like 7 a.m. to 7 p.m. or 9 a.m. to 6 p.m. look plausible; only 8 to 7 matches RBI.
FAQs
Can a recovery agent call my relatives?expand_more
An agent may not discuss your loan with relatives, and harassing them is banned. RBI's rules limit recovery conversations to the borrower and the guarantor.
What time can recovery calls be made?expand_more
Between 8 a.m. and 7 p.m., under RBI's 2022 instruction. RBI's rules from 1 January 2027 keep the same window and allow calls outside it only if the borrower has expressly asked for them.
How many times can a recovery agent call in a day?expand_more
RBI sets no fixed number, but persistent or excessive calling is listed as harassment. From 2027, lenders must log the time and number of every recovery call.
Do recovery telecallers need the DRA certificate?expand_more
Yes. The separate DRA Telecaller exam was discontinued from 1 April 2024, and telecallers now take the same IIBF DRA exam as field agents.
Next steps
- Calling Hoursarrow_forward
- Code of Conductarrow_forward
- Field Visit Etiquettearrow_forward
- Harassment Complaintsarrow_forward
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