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INDUSTRIES · COLLECTIONS AND RECOVERY
UpTroop lets collections and recovery teams rehearse reminder, promise-to-pay, hardship and escalation calls for 3–5 minutes a day on WhatsApp, in the customer's language. Every session is scored on whether the agent secured a commitment and stayed within fair-practice rules.
12,000
licences live at a large NBFC
11+
languages in production
3–5 min
of practice a day, on WhatsApp
4 weeks
paid pilot on one team
THE CHALLENGES
Recovery targets and fair-practice obligations pull in opposite directions on every call.
Most calls go fine until the customer refuses. The gap between a firm conversation and an inappropriate one is a few sentences, and it is rarely rehearsed before it happens on a live call.
Collections teams turn over quickly. New agents learn scripts in training, then meet angry, evasive or distressed customers on day one.
Call sampling finds the conduct issue weeks after the call. By then the complaint has been filed and the habit is set.
BY STAGE AND ROLE
Admins upload the recovery policy, scripts and fair-practice code, and the AI Console assigns practice by bucket, role and language.
Soft reminder calls where the goal is a specific payment date, not a vague promise. Agents practise asking for the date and confirming it back.
Scored on outcome and conduct: a specific date secured, an affordability check done, and tone kept within fair-practice expectations through the final turn.
Customers who have lost income, dispute the amount or are distressed. Agents practise acknowledging the situation, offering the options your policy allows and escalating correctly.
Doorstep conversations in regional languages, where the agent has to identify themselves, explain the dues clearly and avoid any language that could be seen as coercive.
WHAT A COLLECTIONS MANAGER SEES
Scores roll up by team, bucket and scenario, and every score points to the exact sentence an agent said. Managers can coach the agents who drift under pressure instead of waiting for the next audit sample.
READINESS
81% · Strong
Collections agent · promise-to-pay. The customer says: “I will pay when I can. Stop calling me.”
“I understand this is a difficult month. So the reminders can stop, can we agree on a date that works for you, even for a part payment?”
Acknowledged the customer's situation before asking
Asked for a specific date and offered a part payment
Did not confirm the agreed date and amount before ending the call
Ravi · Hindi · 3 min 10 sec · 9 turns
Yes. Scoring covers conduct as well as outcome. A promise-to-pay scenario checks whether a specific date was secured, whether the affordability check happened, and whether tone stayed within fair-practice expectations, including the final turn, where pressure usually appears.
No. Practice is built from your documents, and sessions are simulations between the agent and an AI customer. No real customer audio or personal data enters UpTroop through practice.
More than 11 languages are live in production, including Hindi, Marathi, Gujarati, Kannada and Tamil. Agents practise and are scored in the language they collect in.
Yes. Practice arrives on WhatsApp, Microsoft Teams or Slack and starts in seconds on a phone, with no app to install.
Upload the updated policy or circular in the AI Console, choose the teams and set the schedule. Practice can reach agents the same day.
With a paid 4-week pilot on one team or bucket. You see conduct and readiness scores move before deciding on a wider rollout.
Scenario content on this page is illustrative, using our Meridian Finance demo tenant. Deployment figures reflect a live enterprise implementation.
SEE IT ON YOUR OWN RECOVERY POLICY
In 15 minutes, we turn your recovery policy into scored practice live on the call, and show you the view a collections manager would see.