CONFIDENTIAL
Calling on the Registered number
Call Opening: Good morning/Afternoon/Evening I am ____________ calling from L&T Finance. Am I speaking
with Mr. /Ms._________ (Customer Name)
If Yes: Continue the call as per script
If No: Confirm the name of the third party and their relationship with the customer.
1. Can you please pass on the phone to the customer
2. If the person does that, continue with the call as per script
3. If the person says this is not customer’s number, request for their updated/latest
number
4. If new number is received, thank the person, close the call and call the customer
on the new number
5. If the person enquires about the purpose of the call and wants to continue,
inform the purpose of the call and check, if s/he is aware about the customer’s
loan or the person who pays EMI for the loan
1. If Yes: Continue the call as per script
2. If No: Thank you for your time, you have a good day!
Purpose Of the Call: This call regarding the loan taken from L&T Finance
Continue the call as per script:
1. The EMI of Rs.…………… is due and not yet paid, request the reason for delay payment?
2. If the reason is shared – Handle according to the Objection handling script
a. Hospitalization
b. Death in the family
c. Salary / Wage / Job Issue
d. Out of Town
e. Loss in Business
f. Delay in getting payment from committed party
g. Another Loan Payment Due
h. Loan Related Issues
3. If no proper reason is shared – Probe further
a. May I know are you are Salaried or you run a business?
b. May I know when are you planning to pay your current month EMI?
c. May I know how are you planning to manage the funds on the date which you are
going to pay?
4. Provide alternate solutions:
a. Arrange funds from near and dear ones
b. Arrange funds through savings like Fixed deposits / Recurrent deposits
c. If salaried: request for advance salary, if self-employed: Borrow from colleagues /
business savings
d. Adjust from any other investment (Shares / Mutual Funds / Debentures)
Hospitalization/Accident:
Empathize with the person on the call - We are sorry to hear this. We pray for the speedy recovery for you /
family member(s) in this situation. Please take care.
a. Check with customer if s/he is in a condition to speak
If Yes: Continue the call as per script
If No: Confirm the availability, call back time & close the call
b. If customer is hospitalized for more than 24 hours check if HospiCash is available
and then inform the process accordingly.
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c. If customer is ready to converse: Explain about the consequences (Due date, bounce
charges, late payment fee, CIBIL etc.)
d. Provide alternate solutions:
i. Arrange funds from near and dear
ii. Arrange funds through savings like Fixed deposits / Recurrent deposits
iii. Adjust from any other investment (Shares / Mutual Funds / Debentures)
Death in the family
Scenario 1: Family member expired & Customer answered the call
Empathize with the person on the call - We are sorry for your loss and we completely understand the situation.
Check if customer can speak
If Yes: Continue the call as per script
If No: Confirm the availability, call back time & close the call
a. If customer is ready to converse: Explain about the consequences (Due date, bounce
charges, late payment fee, CIBIL etc.)
b. Provide alternate solutions:
i. Arrange funds from near and dear
ii. Arrange funds through savings like Fixed deposits / Recurrent deposits
iii. Adjust from any other investment (Shares / Mutual Funds / Debentures)
Scenario 2: Customer expired
Empathize with the person on the call - We are sorry for your loss and we completely understand the situation.
Sir/Maám, please submit the necessary documents at the nearest LTF branch. Thereafter you can Claim the
insurance amount within 30 days.
Documentation:
1. Claim Form
2. CDF form (Customer declaration)
3. KYC Document (Customer + nominee)
4. Cancelled cheque / Bank Account details of nominee.
5. Death Certificate of customer
6. Covid Report, In case of COVID death,
7. FIR (First Information Report) & PM (Post Mortem) report, In case of Accidental death
Delay Salary / Wage / Job Issue
1. Share bounce trend (if any) and pending charges (if any)
2. Explain about CIBIL impact
3. Provide alternate solutions:
i. Arrange funds from near and dear ones
ii. Arrange funds through savings like Fixed deposits / Recurrent deposits
Out of Town
Pitch for Online payment options
Mr / Ms ________________ there are multiple Online payment options available, shall I guide you about the
same.
Mr / Ms ________________ Check, if someone can pay on behalf of you? Or We could guide you to our nearest
outlet/branch at that location.
Loss in Business or Delay in getting payment from committed party or Another Loan Payment Due Loan
Related Issues
1. Explain about the consequences (Due date, bounce charges, late payment fee, CIBIL
etc.)
2. Provide alternate solutions:
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CONFIDENTIAL
a. Arrange funds from near and dear ones
b. Arrange funds through savings like Fixed deposits / Recurrent deposits
c. Adjust from any other investment (Shares / Mutual Funds / Debentures)
NPS Verbiage to be pitched when payment done by the customer, payment to be made on same call and
payment will be done on same day
Caller:
"Dhanyavaad, Mr./Ms. [Customer Name], aapne ₹[Amount] ka payment kiya." / Or payment aaj
karnewale hai ya same call pe kar rahe hai
NPS Survey ka Parichay:
"Hamare services ko behtar banane ke liye, aapko ek survey link registered mobile number pe bheja
jayega."
(Survey Rating ka explanation tabhi diya jayega jab customer pooche saamne se.)
"Yeh survey 5 questions pe aadhar hai ka hai jo aapke kuch palon ka samay lega."
Survey Rating Explanation:
"1 se 5 ke scale par, aap L&T Finance ko apne doston ya colleagues ko recommend karne ki
sambhavana kaise rate karenge apne recent experience ke baad?"
"1, 2, aur 3 negative ratings hain, jo dikhate hain ki hamare services ko behtar karne ki zaroorat hai."
"4 aur 5 positive ratings hain, jo ye batate hain ki aapka experience hamare saath achha raha."
"Ham chahenge ki aap apne experience par kuch aur feedback bhi dein taki hum apne services ko
aapki zarooraton ke hisaab se aur behtar bana sakein."
Note: Agar customer survey ke baare mein aur details nahi poochta hai, to bas yahin call ko close
karen.
Closing: Thank you for your time, you have a good day!
Calling Reference - As customer is not reachable
Call Opening: Good morning/Afternoon/Evening I am ____________ calling from L&T Finance. Am I speaking
with Mr. /Ms._________ (Reference Name)
Purpose of the call: We are unable to reach Mr/Ms.________ and hence we are reaching out to you. (Your
number has been shared by the customer) Are you aware of Mr. /Ms. ____ (Customer Name)?
If Yes: Continue the call as per the script
If No: Document the details & close the call
Continue the call as per script:
1. Seek for an alternate/new number if any?
2. If customer is using the same number, request the Reference to take the customer on conference
to establish contact & discuss about the Loan payment.
3. If customer is not reachable or cannot be taken on conference, then request the Reference to
inform the customer about this loan related call from L&T Finance.
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If the Reference person is the actual user or pays for the EMI, then Continue the call as per script.
Closing: Thank you for your time, you have a good day!
Additional info:
1. Penalty Charges: - If you delay your EMI, you will be levied with 2% LPC charges on the EMI
amount on a pro-rata basis.
a. Bounce Charges: - Rs. 500 /-
2. NACH Mandate: - As we can see that your NACH is not active or rejected (Mention the
rejection reason), If you wish to register, I can schedule a call back for you so that we can
guide you “How to register your bank account?”
a. If customer wants to register – Mention it in the remarks – Dispose (PTP – NACH
Mandate)
3. Re-deposition: - (If post due date the customer is ready to maintain balance and wants the
EMI to be debited from the bank account)
a. Have you maintained sufficient balance in your bank account, so that I can
represent your NACH / Cheque again?
b. Please ensure that you maintain balance in your account, along with the minimum
balance of your bank by today or tomorrow.
c. In case of recent bounces from the customer’s account, their bank may deduct
bounce charges, hence they should have sufficient amount to clear the L&T EMI.
If Customer Rejects to make the payment: Explain the consequences – If payment is not done on time, credit
record will get affected. You may face challenges in acquiring new loans.
If Customer Agrees to Pay: - Thank you Sir/Ma’am, so how would you like to make the payment? (Pitch Digital
mode first)
(If not ready to pay on the same call, Record the PTP date)
Paraphrasing: - Sir/Ma’am, please ensure to make the payment on the given date along with the bounce
charges applicable (if any).
In case of Pick Up: - Request you to answer the call of the pickup executive for successful payment
transaction.
Current Address Confirmation: - Sir/Ma’am, request you to please confirm your current address,
o If the “CRM” address is matching with the customer current address, then thank the
customer “Thank you for address confirmation”
o If the “CRM” address is not matching with the customer current address, then take the
complete address from the customer (Probe according to the need) and note the address
details in CRM, “Sticky Notes” then thank the customer “Thank you for sharing your
current address”
Payment Modes
1. If customer agrees for online payment-
Priority 1:
• Confirm whether the customer has downloaded the PLANET APP.
• If yes –Thanks the customer and reiterate the benefits of the PLANET app.
• If no - Pitch to download “LTF -PLANET APP” using a smartphone
• Also ask them to pay using “Quick Pay” option provided in the app
*The customer can also download / Login to the PLANET application using an unregistered mobile
number as well.
• Guide the customer to click on “Quick Pay” link on the app.
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• It will give multiple options to make the payment such as - Debit Card, Net banking, Wallets
& UPI
• Educate the customer that the payment made through this application will reflect in LTFS
records within 30 mins
Priority -2: Pitch for Payment link / BBPS / L&T Financial Services website (Quick Pay / NEFT / RTGS
/ Paytm
(Click on the link provided through message / after clicking the link it will give multiple options to
make the payment such as: - Debit Card, Net banking, UPI & Wallet)
(Request the customer to share the transaction id for future reference – internal use only)
2. If Customer Does not agree for online payment: - Convince the customer and inform the
benefits of online payment. If customer still does not agree.
Pitch for PRO payment options i.e., Airtel Payments bank / FINO / Pay World / PayU / Pay nearby &
ITZ
3. If not convinced for PRO payments: -
Pitch for payment pick up
Sir / Madam, our pick-up team will contact you to confirm the payment request and for address
navigation, please ensure to answer the calls for successful payment collection.
(Confirm the contact details and pick up address from the customer)
4. If customer does not agree For Pick Up and wants to visit the branch: - Confirm the branch and
location.
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