A weekly read for the people who run compliance, QA and operations on India's collections, lending and BPO floors. Every issue published on LinkedIn, archived here in full.
17 issues · latest first
How the DPDP Act and Rules apply to call recordings: purpose, consent before recording, retention and erasure. Phase dates, the Data Protection Board's status, and a six-point checklist.
Three silence patterns QA scorecards ignore (the unacknowledged complaint, unexplained dead air, the escape-hatch hold) and a 50-call check to run on your own floor.
Why code-mixed Hinglish breaks speech recognition, translation pipelines and sentiment models on collections calls, and the questions and demos to put to any vendor.
A step-by-step cost-per-audited-call calculation for collections QA, the costs each side leaves out, and why RBI's 2025 outsourcing directions keep accountability with the lender.
The burden moved from conduct to evidence, language became a coverage number, and the grievance channel became enforcement. Three numbers every collections floor should track.
Missed disclosures, authority drift and unauthorised promises are knowledge failures, not tone failures. Why soft-skill training is not compliance training, and three questions to ask.
The nodal grievance officer, the 30-day window, escalation to the RBI Ombudsman and the recovery pause: why mishandled disputes become complaints, and a four-step protocol.
The 2025 Directions bring recovery inside the regulated loan lifecycle: pre-contact agent disclosure, the grievance freeze, lender liability. Plus the revised May 2026 conduct draft.
Missed disclosures, recording gaps, debt discussed with third parties, unauthorised promises and borrowed legal authority: what each costs, plus a five-line scorecard addition.
Coverage and sample method, what the sample implies, complaint back-tests, what separates the best agents, and producing the riskiest 50 calls: a CCO's QA review agenda.
Family-implication, asset-loss and authority-impersonation lines that cross the Fair Practices Code without sounding like threats, and three flags to add to your QA scorecard.
RBI's 8 AM to 7 PM contact window for recovery agents, the ways collections floors drift past it (dialer drift, personal phones, misclassified callbacks) and three controls.
Translation keeps the facts of a collections call but drops the menace. Why call audits should run in the language the call happened in, and three questions for your QA team.
What the DRA Code actually is (RBI 2008 and 2022 rules, IIBF certification, the 8 a.m.-7 p.m. window), the violations that recur on collections calls, and eight yes/no checks.
Where the call-recording obligation for recovery agents comes from (RBI 2008 circular, 2022 directions, FACE guidelines, the 2026 draft) and five retrieval checks agencies fail.
The arithmetic of 5% random QA sampling on a 200-seat collections floor: why rare, serious violations stay invisible, and four questions to ask your QA team.
What The Compliance Floor covers and why: QA coverage, RBI Fair Practices, the DRA Code and DPDP for collections agencies, NBFCs, microfinance lenders and BPOs in India.
