Arohan Annual Report FY 20-21

the option of escalating the same by contacting Arohan’s toll free number at the Customer Care Helpdesk. To avoid any language barrier issues, each customer’s call is redirected based on location. If the complaint remains unresolved, the customer may further escalate the matter to the Grievance Redressal Officer. Workflow-based routing of cases has been integrated so that all customer queries and concerns are linked to an appropriate workflow, enabling prompt follow-up action and resolution. The Customer Insights team also conducts outbound calls to assess customer satisfaction levels and to get an insight into their needs from a credit and cross-sell perspective. Transition to cloud-based Customer Relationship Management (CRM) system has enabled the Customer Insights team to be completely operational even during the country-wide lockdown in FY2020-21, addressing customers’ queries andsupporting themwell withinstipulated timelines. Inbound Process - To ensure good customer experience, Arohan has a toll free number (1800 -103-2375, Monday to Friday 10 am to 6 pm) which offers multilingual (Bengali, Hindi, Odiya and Assamese) services. Grievance Redressal Mechanism The Inbound Processmanages Arohan’s Customer Grievance Redressal Mechanism and is a robust platform to address customer grievances on priority. The key principles of Arohan’s Grievance Redressal Mechanism are: a. Customers shall be treated fairly at all times. b. Complaints raised by customers are dealt with courtesy and without undue delay. c. To enlist various types of modes through which customers can register complaints. d. To define escalation levels in case customer’s complaint is not addressed at all or was not addressed satisfactorily. e. Customers are fully informed of avenues to escalate their complaints/grievances within the organisation and their rights to alternative remedy, if they are not fully satisfied with the response of the Company to their complaints. f. All complaints to be dealt efficiently and fairly as otherwise they can damage the reputation and business. g. Arohan’s employees would work in good faith and without prejudice to the interest of the customers. In a survey conducted by Micro-Finance Institutions Network (MFIN), the Industry Self- Regulatory Organisation), FY 2020-21 for all its members on their Customer Grievance Redressal Mechanism based, Arohan was awarded a high score of 28.5 out of 30. Outbound Process - Through the Outbound Process, Arohan’s Customer Insights vertical directly reaches out to customers to understand their needs, while maintaining highest levels of customer centricity and integrity. Detailed surveys are conducted on loan sourcing, customer satisfaction, overdue, dropout and cross sell products, along with need-based surveys through targeted samples to gain customer insights. Specialised surveys such as Impact of COVID-19 Quater wise Inbound call for FY 20-21 Annual Report | 2020-2021 46