Agent, auto-dialer or voice bot: who should handle overdue loans

MFI lending grows faster than collection teams: in Q1 2026, 72% of loans in Uzbekistan were issued online. Calling every debtor by hand no longer works, and it doesn't have to. A collection CRM has three calling scenarios, each with its own job.

Voice bot: mass reminders

The bot calls without a person on the line, up to 100 calls per minute, and reminds clients about a payment or reports an overdue one. It suits early delinquency and large portfolios of small loans, such as pawnshops: a reminder is often enough.

Auto-dialer: agents talk instead of dialing

The system calls a chosen segment and passes only answered calls to an agent. Time goes to conversations, not dial tones and unreachable numbers, so each shift gets more talks done.

Agent: the hard cases

A live conversation matters where you need to reach an agreement:

• large amounts and long delinquency;
• clients who have already broken a payment promise;
• restructuring and disputes over the debt amount.

How to combine the scenarios

Segment the portfolio by days overdue and amount. Give early stages to the bot, middle ones to the auto-dialer, and hard cases to experienced agents. The key is that all calls, recordings and payment promises land in one debtor history: managers see the result of each scenario, and the company has records to show in case of a complaint or a central bank inspection.