Finance, insurance, collections
Payment reminders and renewals, said politely and within the limits of the law
A call that reminds someone about a due instalment or an expiring policy is useful for both parties, if it is done correctly: who is told, what they are told and what the person can do next. The agent follows the script approved by you and sends everything related to decisions or disputes to a human.
Calls suitable for an agent
Reminder before due date
The date and amount from your system, with the payment methods you already have.
Policy renewal
Announces that the policy is expiring, asks whether the customer wants a quote, and records the request for the insurance agent.
Qualification of requests
For those who have left a request: what product they are interested in, for what period, how they prefer to be contacted.
Updating details
Confirms the correspondence address or contact number, with identity verification first.
Debt recovery: what the agent does and does not do
The exact rules depend on the law of the country you are calling in. Your legal team approves the scenario; these are the limits we start from.
| Subject | The agent does | The agent does not do |
|---|---|---|
| Identity | Checks whether they are speaking with the data subject before mentioning the debt. | Does not discuss the debt with relatives, colleagues, or anyone else who answers. |
| Tone | States who is calling, on whose behalf, and why, calmly and clearly. | Does not threaten, does not rush, does not suggest consequences that are not real. |
| Amount | Reads the amount and due date exactly as they are in your system. | It does not calculate penalties and does not negotiate discounts on its own. |
| Contesting | It notes that the person is disputing and transfers or schedules a call with a human. | It does not insist and does not repeat the payment request after a dispute. |
| Refusal | It notes the request not to be called again on this channel. | It does not call back outside the hours and frequency allowed by law. |
How to prepare a financial campaign
Basis
Set the legal basis for each type of call: contract, legal obligation or consent.
The approved script
The exact wording, including what the agent says when the person is not the one being sought.
Hours and frequency
The call window and the number of attempts, according to the rules that apply to you.
The people behind it
Who handles disputes, requests for instalments and complaints.
Revision
Listen to a sample of calls in the first week and adjust the script.
Frequently asked questions
Can the agent approve a credit or an instalment plan?
No. Decisions with legal effect on a person must not be left solely to an automated system (Article 22 of the GDPR). The agent gathers the information; a human decides.
Can it give investment advice or recommend a product?
No. The agent informs the person about what is in the script and refers them to a consultant for any recommendation.
Are calls recorded?
On our lines, the caller hears the recording notice before recording starts. The retention period is set by your institution.
What data does the agent receive about the client?
Only what is necessary for the call: the name, the amount, the due date. Do not load the full history if the scenario does not use it.
Have you worked with banks or insurers?
We do not have financial clients we can name. We start with a pilot on a single type of call.
Bring the scenario approved by the lawyers
We put it into a test agent and you listen together with the compliance team to how it sounds.