Banking, Lending & Collections

How HDFC Bank trained 40,000+ collections agents in 13 languages, on WhatsApp

A bank-wide conduct program for in-house and agency collections agents, in their own language, with proof of training for every agent.

collections agents trained: 40,000+; collections agents trained
languages: 13; languages
per module: < 5 min; per module

The problem

HDFC Bank's collections run through tens of thousands of agents across every state, many employed by outside agencies. Every one of them has to follow conduct rules on every call. Classroom sessions couldn't reach them often enough, and compliance needed proof that each agent was trained.

Our approach

01
Go where agents already are. WhatsApp, not an LMS login.
02
Teach in their language. Including Hinglish, the way agents actually talk on calls.
03
One behaviour per module. Short lessons on a single rule or script.

The solution

Conduct programs Calling conduct, complaint handling and the agency code of conduct.
AI translation Every program available in up to 13 languages.
Audit trail Automatic reminders, retests and a record for every agent.

The outcome

Over 40,000 agents trained, including agency staff the bank doesn't employ.
Nearly every agent who opened a module finished it, and test scores rose after training.
Compliance has a per-agent record of what was sent, completed and scored.

If you run collections or compliance at a bank or NBFC, you can train every agent in their own language, and prove it to the auditor.

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