Home Credit India

Hinglish Script – Welcome Script-

Self
 Welcome Script - Self
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Home Credit

Last Review Date: 21- Jan-2019

Call Opening:
Csr: Namaskar, mai <Agent name> bat kr raha hu Home credit se, Kya meri baat <Client Name> se ho rhi
hai?

Customer: Yes
If customer’s response is No:
Rebuttals are explained in the content from slide number 84 to 90

Purpose of Call:
Csr: Home Credit family mai aapka sawgat hain. Mai aapse, aapke naye loan ke baare me kuch jaankari
lena chahunga jisme sirf 2 se 3 minute ka samay lgega
Customer: Ok, go ahead
If customer’s response is No I did not take any loan:
Rebuttals are explained in the content from slide number 91 to 99
Recording script:
Csr: Sir/Madam, aage badhne se pehle batana chahunga ki yeh call Quality aur Training ke liye record ki ja
rahi hai.
Customer: Ok
Verification Script:
Csr: Account verification ke liye, apne pitaji ka pura naam bata dijiye. (if it is married female customer and
Father’s name is not matching with Homer, ask Husband’s name and check if it matches).
Customer: ABC
If the Father’s full name match with the Homer:
Csr: Jankari dene ke liye, Dhanyavad.
Action: Move to “Commodity Details” question

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Home Credit

If details provided do not match with Homer records, then confirm the customer’s DOB?
1. CSR: Kripya apna DOB bata dijiye.
Customer: 31st December 1979
If DOB details provided also don’t match with Homer records, then close the call
CSR: Thank you for your time, have a nice day.
If DOB matches with the Homer records:
Csr: Jankari dene ke liye, Dhanyavad
Move to “Commodity Details” question

Commodity details:
Csr: Sir / Mam aapke naye <Brand> <Product Name> ke liye congratulations. Aasha karta hu ki aapka
<product name> aapko pasand aaya hoga.

Customer: Yes
Move to “Cash Payment details”

If customer says I have financed a different product type/ product with a different brand name:
CSR: Kirpaya aapna <product name> ka brand bata dijiye (Dispose the call accordingly).
If customer says I am not using the <Product Name> and someone else other than the customer is
using it (ex. Brother/ mother, friend, etc:
CSR: - So you have given the product to <<third party relationship>>. Thank you for the details.
CSR: Aapne aapna <product> apne <third party relationship> ko diya hain. Yeh jankari dene ke
liye, Dhanyavad
Customer: Yes
(Operator will have to dispose third party funding for AF investigation.)
Mark the case as OK if the product is being used by a Right Party.

If customer says I am not enjoying/ don’t like the product:

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 Welcome Script - Self
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Home Credit

CSR:- Main samajh sakta hu ki aap aapne product se satisfied nahi hain. Main aapko baatana
chaunga ki kisi bhi tarah ke concern ke liya aap apne dealer ya brand ke service center se sampark
ker sakte hai
Move to Down Payment details

Cash payment details

CSR: Jaise ki mai dekh pa raha hu ki aapne 1234 rupay cash mai dealer ko diye hai.
Customer: Yes
If customer says I have paid 1334 (Acceptable variance mentioned in the training deck: slide 37-39
including question around accessories)
CSR: OK Sir/Mam
Inform if customer has Gift offer in Services tab:
CSR: Sir/Ma’am, Main aap ko batana chaunga ki aapke mobile phone/two wheeler loan ke saath Gift offer
hain. Jisme ki aapko apne loan ki last EMI nahin pay karni hogi agar aap apni saari 6/12 EMIs time par pay
karte hain.
Appreciate if customer has purchased the VAS product (Check Add on):
Mobile protect

CSR: Sir/Ma’am: apne aapni loan application ke saath Mobile protect plan leke bahut aacha decision liya
hai. Isse aapka mobile accidental aur liquid damage, jo kabhi bhi ho sakta hain uske liye insured rahega.
(Check in Homer-Addons)
Customer: Thank you

In case customer says NO I have not purchased it or purchased some other VAS……. Rebuttals are
explained in the content on slide number 103
Safe Pay

CSR: Sir/Ma’am ye dhek ker mhuje khushi hai ki aapne aapni emergencies ke liye safe pay service ko
chunai hain.

Do EMIs pay karne ke baad yahe service aapki emergency ke time per aapko help karegi jisse ki aap apni
EMI payment ko pure loan term main do baar delay kar sakte hain. Aur is service main life insurance aur
foreclosure bhi shamil hain.

In case customer says NO I have not purchased it or purchased some other VAS, Rebuttals are
explained in the content from slide number 103

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Home Credit

In case customer asks for a refund for Safepay, request customer to call inbound customer service and
place a request.

CSR: Sir/Mam, Main aapse request karunga ki aap humare call center per call karke aapni request wahan
bata dijiye.

HC experience:

CSR: Kya aap Home Credit ke loan application process se khush hai?

CSR:

Customer: Yes

Move to Closing

If customer says No, I am not happy

CSR: May I know your concern, so that I can help you?
(Assist the customer as per his concern, and route the customer to Inbound call center wherever
required, customer support on welcome call explained on slide 116 to 128)

Closing:
CSR: Apna samay dene ke liye dhanywaad. Kya main aapki aur koi madad ker sakta hu?
Customer: No
CSR: Aapko din shub ho.

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