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Loan recovery agents get lessons to be polite

Jul 01, 2008 12:51 AM IST India India
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Pune: Debt and loan recovery agents will now have to go through a minimum of 100 hours of programme designed to train them in communication skills.

This after an RBI order was passed to train recovery agents and give them lessons in politeness. It will also educate them in basics of banking and RBI guidelines for loan recovery.

The RBI circular dated April 24 has given banks a deadline of a year from the commencement of the programme to train the agents.

Recovery agents with private banks often spoke to the defaulting customers in a curt manner.

However, this attitude and style of communication may soon be changed with a brand new way. Defaulting customers may soon hear recovery agents say, ‘Good morning sir, I am calling from the bank, may I take your time.’

“There are recovery agents harassing people. What we need is a change of the attitude of recovery agents and of people towards them,” says Senior Faculty, Genesis Academy of Banking and Finance, Sudha Sharma.

According to estimates there are about one-lakh-fifty-thousand recovery agents in the country. However, now after the introduction of this course, banks will have to employ only those agents who have been certified to become debt recovery agents.

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