When Collections Fall Apart: The Silent Problem NBFCs Face in India

Let’s be brutally honest.

• The biggest risk to a lender’s health isn’t credit scoring.
• It isn’t onboarding.
• It isn’t even disbursement delays.

It’s collections, especially in the towns and districts where digital payments are growing, but cash still rules the day.

Ask any NBFC operating in Tier-2 to Tier-5 India, and they’ll tell you the same story:

Borrowers may agree on the phone. But money is recovered only when someone actually shows up on their doorstep.

And that simple statement reveals a whole world of operational complexity.

Why Tier-2 to Tier-5 NBFCs Can’t Depend on Calling Alone

In metros, digital collections have become fairly predictable.

Link sent. Payment done. NPA avoided. Great.

What about in the next 500 cities?

Not so simple.

Borrowers often say the right words:

• Yes, sir, I’ll pay.
• I have cash, I’ll deposit it tomorrow.
• My cousin is coming from the village with money.

And telecallers diligently record those promises.

Yet, PTPs rarely become actual payments until filed officers intervene.

Why?

Here’s the uncomfortable truth:

• Many borrowers don’t have UPI or net banking.
• Cash has to be deposited physically.
• Commitments get forgotten if not reinforced.
• Follow-up timing is everything.
• The field officer doesn’t always get the right case information.

There’s a gap between intent and action. And today, that gap is costing NBFCs crores.

Two Teams, Two Systems, One Broken Workflow

Telecallers operate from a web-based CRM.

Field teams operate from a mobile app.

Both work on the same borrower. However:

• They don’t share real-time updates.
• They rely on manual sync and WhatsApp follow-ups.
• Case ownership changes are unclear.
• Borrower behaviour is lost between channels.
• Internal coordination becomes a blame game.

What does this result in?

• PTPs slip.
• TAT increases.
• Recovery rates dip.
• Operations get expensive.

And the borrower experience?

Let’s just say no one likes being called twice for the same thing.

The NBFC CFO’s Nightmare

Let us look at a scenario.

The field officer knocks on the borrower’s door.

Borrower: I already told your caller I’ll pay tomorrow

Officer: But I wasn’t informed

Borrower: Meet me later (Door shuts.)

That right there equates to lost relationship, lost commitment, and a lost chance to recover cash.

At scale, this drives higher NPAs and massive operational waste.

Where Does GoCollect Come In?

goCollect didn’t start with telecalling.

It started with the field app, and for a very good reason:

Recoveries in India are physical, not virtual.

The app helps the last-mile field user track case lists, update status, collect cash, close commitments, and instantly enter fee proof and notes into the system.

And NBFCs loved it.

But then a new challenge popped up:

Telecalling wasn’t driving enough recoveries because the last-mile activation was missing.

That’s when goCollect made a smart decision:

• Build a telecalling CRM, not as a dialer.
• Make the telecalling CRM enhance the field operations.

Because a coordinated handshake is what drives results.

What Does a Better Handshake Look Like?

Borrower tells a telecaller:

I’ll pay cash on the 28^th of this month.

With the old system:

• The field agent never gets the update.
• A reminder happens after the due date.
• Cash never gets collected.

With the new goCollect + ClearTouch workflow:

• Telecaller updates PTP in the goCollect telecalling CRM.
• PTP instantly syncs to the field agent’s mobile.
• Field agent visits borrower on the right day.
• Cash collected.
• Leadership gets real-time visibility.

It boils down to one promise, one action, and one recovery.

That’s how it should always be.

So Where Does ClearTouch Fit In?

ClearTouch isn’t a dialer vendor.

It’s an AI-powered conversation intelligence system that:

• Makes every telecall more productive.
• Ensures regulatory compliance automatically.
• Transcribes call notes in real-time.
• Flags high-risk complaints and language.
• Identifies intent and sentiment trends.
• Boosts agent coaching and outcomes.

And all of these inside goCollect, without switching tools.

What Does This Mean for Lenders?

• Higher realized PTPs because field teams get instant cues.
• Shorter TAT because actions follow conversations immediately.
• Lower cost per collection through right-channel routing.
• Better governance with compliance rules enforced in real-time.
• Improved borrower trust with fewer follow-up frustrations.

In NBFC language:

There is more cash in the bank, and less cash stuck in the field.

See how this works in practice, explore the goCollect–ClearTouch integration workflow.

A Typical Journey

The integration turns guesswork into predictable outcomes.

Every call counts.

Every PTP is tracked.

Every recovery becomes measurable.

The Bottom Line

In Tier-2 to Tier-5 India:

You don’t collect because someone clicked a link.

You collect because someone showed up.

But that only works when the person knocking on the door:

• Knows the latest borrower context.
• Arrives at the right time.
• Close the loop on the first attempt.

ClearTouch and goCollect make that happen repeatedly and intelligently.

So many NBFCs lose money not because borrowers won’t pay, but because systems won’t talk to each other.

This integration changes that forever.

When the call and the knock are finally in sync, collections stop being a problem and start being a competitive advantage.

Things become smarter, faster, and resilient.

That’s how India collects.