How a 150-Branch NBFC Cut Collection Call Cost from ₹18 to ₹2.40 with SparkTG AI Voice Bot
80% of collection calls automated. ₹18 to ₹2.40 cost per call. 3x agent productivity — across 150 branches.
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The Challenge
NBFCs in India manage crores in outstanding loans across millions of borrowers, and collection efficiency directly determines profitability. Yet most NBFCs still run follow-up operations on large manual calling teams — burning agent hours on routine EMI reminders, overdue notifications, and payment follow-ups that offer no leverage for human judgment. For this 150-branch NBFC, the cost was measurable: ₹18 per manual collection call, with agents spending the majority of their time on low-value repetitive outreach. Peak collection windows — month-end, post-holiday, post-EMI-date — created capacity crunches with no scalable path forward. Missed follow-ups meant delayed repayments; over-calling risked customer complaints and TRAI violations. SparkTG's AI Voice Bot automated the full first layer of outbound collection — payment reminders, EMI follow-ups, overdue notifications, and settlement alerts — across thousands of customers daily in Hindi, English, Hinglish, and regional languages. Intelligent escalation workflows routed unresolved and high-risk cases directly to human agents with full call context pre-loaded. The result: collection at scale, 24/7, without proportional headcount growth — and at ₹2.40 per call.
Measurable Results
Tangible impact delivered through data-driven solutions
The Solution
After deploying SparkTG's AI Voice Bot, the NBFC's collection operation shifted from a headcount-dependent, reactive process to an automated, proactive communication system running at scale across all 150 branches. The Voice Bot managed the complete first layer of outbound collection — EMI due date alerts, payment reminders, overdue first and second notices, post-due follow-ups, and settlement notifications — in the customer's preferred language. Each interaction was structured, consistent, and timed correctly, eliminating the variation and missed follow-ups that characterise manual calling at volume. Intelligent escalation logic detected non-response patterns and dispute signals in real time, automatically routing flagged customers to senior collection agents with full call history, account summary, and interaction log pre-transferred — so agents entered every live call contextually, not cold. Collection teams experienced a 3x productivity improvement as routine outreach moved entirely to automation. The NBFC scaled collection volumes across all branches without adding headcount, reducing cost per call by 86% — from ₹18 to ₹2.40 — while simultaneously improving customer response rates through timely, multilingual, structured communication.
Results Achieved
Key outcomes from implementing SparkTG's solutions
Collection call cost reduced 86% — from ₹18 to ₹2.40 per call — through AI automation
80% of routine EMI reminders, payment follow-ups, and overdue notices fully automated
3x improvement in agent productivity by redirecting human effort to high-priority escalations
24/7 outbound calling capability across all 150 branches with zero shift constraints
Improved customer response rate through timely, consistent, multilingual communication
Collection scaled across all branches without proportional increase in headcount or cost
Reduced operational risk with TRAI-compliant calling hours and DND-safe outreach
"SparkTG transformed our business operations with their innovative solutions. The results speak for themselves."
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