Customer Follow-up
The Call Centre module is designed for call agents to interact with customers, customers' guarantors, alternative contacts, and the assigned Relationship Officer (RO). This module facilitates the follow-up on overdue loans and the approval of customer information for new loan applications.
Customer Follow-up process
Navigate to the Call Centre module
Within the Call Centre module, click on "Customer Follow-Up"
Use the search function to find a customer by name or browse through the displayed table to locate the customer who needs to be contacted.
Click on the selected customer to view their details.
In the Interaction module, navigate to the Follow-Up Notes section. Use the drop-down menu to choose the type of contact: call the customer, guarantor, or Relationship Officer (RO).
Based on the outcomes of the calls, accurately fill in the Follow-Up Notes information as required. This documentation ensures that all interactions are recorded.
Once the information is completed, click the "Save" button to save the follow-up notes. The interaction notes will then be stored in the Interaction History for future reference.
Follow up notes
Action
Specifies whom the call agent is contacting
Call Results
Indicates the outcome of the call attempt
Call Status
Indicates whether the call was successfully connected to the receiver
Call Status Action
Provides detailed outcomes of the call, depending on the status
Party Response
Captures the response from the contacted party based on the Call Status Action.
Promised Amount
Indicates the amount promised to be paid by the customer
Promised Date
Date the customer promised to pay
Set Visit Date
Specifies the date scheduled for an in-person visit to the client
Comments
A section for the call agent to write additional notes or comments regarding the call
Client Status
Current status of the client after the call.
Send Client A Message?
An option to send a follow-up message to the client. If "Yes" is selected, a template can be used to draft and send the message.
Loan Details
The Loan Details section provides a comprehensive view of an individual customer's loan within the institution. It includes both a Loan Summary and a Loan Schedule, offering essential insights into the customer's loan balance, repayment terms, and other relevant information.
Loan Summary
Presents a clear snapshot of the customer's current loan status and key details.
Loan Balance: The remaining amount that the customer needs to repay.
Applied Amount: The initial amount requested by the customer.
Interest Amount: The total interest accrued on the loan.
Additional Information: Any other pertinent details related to the customer’s loan, such as loan type, start date, and end date.
Loan Schedule
A detailed timetable indicating when each repayment installment is due. This schedule is based on the terms of the loan product and can be structured in days, weeks, or months.
The schedule details the steps the customer must take to fully repay the loan, including all principal and interest payments.
Customer Statement
The Customer Statement section provides a detailed record of all transactions associated with a given customer. This section includes information on credited amounts, debited amounts, loan fees, M-Pesa deposits, and loan disbursements.
Alternative contacts
The Alternative Contacts section allows users to add and manage additional contacts associated with a customer. This feature ensures that the institution has multiple points of contact for effective communication and follow-up.
Navigate to the Alternative Contacts Module
Click the "Add Alternative Contact" button
Complete the required fields with the alternative contact's details, including their name, relationship to the customer, and contact information.
Click the "Save" button to store the alternative contact information.
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