How to call a customer who didn’t finish their loan application
Sado AI team · · 4 min read
In short
Call a customer who abandoned a loan application within an hour, while they still remember it. Find out one thing: at which step they stopped and why: a document, the app, the rate or simply no time. Remove that obstacle or agree a time to call back. Never promise approval on the phone, never ask for a card number, SMS code or password. Stop after three attempts. An AI voice operator can make these calls too, in Uzbek and Russian.
Why applications stay unfinished
A customer starts an application in the app or on the website, then stops. The reasons are usually simple:
- A required document isn’t at hand, such as a letter from their employer.
- A step in the app was unclear or gave an error.
- A question about the rate, term or monthly payment is left.
- They started at work, thought “later” and forgot.
- They’re waiting for another offer or still hesitating.
The call isn’t for pressure. It’s for finding the exact obstacle and removing it.
When and how often to call
| When | What to do |
|---|---|
| Within an hour of the application stopping | First call: which step they stopped at |
| No answer: that evening | Second attempt, at another time |
| The next day | Third and last attempt |
| The customer names a time | Call back exactly then |
Stop after three attempts. If they say “not needed”, thank them and take them off the list.
How the call goes
- Introduce yourself and the reason: “I’m calling from Bo‘ston Mikromoliya. You started a loan application in our app today.”
- Ask about the obstacle: “Which step did you stop at?” or “Was something unclear?”
- Answer only from the company’s facts: which document is needed, where a button is, the rate and term conditions.
- Agree the next step: finish now, a callback at a good time, or a visit to the office.
- Repeat the agreement and note it.
Sample call
Sado: Assalomu alaykum, this is Shohruh from Bo‘ston Mikromoliya. You started a loan application in our app today. Did something get in the way?
Caller: Yes, it asked for a letter from work. I didn’t have one.
Sado: I see. The letter needs your position and salary for the last six months. Your employer’s accounts department issues it.
Caller: I’ll get it tomorrow. What would the monthly payment be?
Sado: That depends on the amount and term; the calculator in the app shows it exactly. Approval is decided after the documents are checked. Shall I call you tomorrow evening?
Caller: Yes, six o’clock suits me.
Sado: Fine, I’ll call tomorrow at six. Have a good evening!
The operator didn’t say “you’ll surely be approved” or invent a rate. Yet the obstacle is found and a callback time agreed.
What never to ask or say on the phone
- Card number, CVV, SMS code, password: never. Fraudsters ask exactly this, so tell the customer: “We never ask for codes.”
- Don’t have them read out passport details: they enter those in the app or at the office.
- Don’t say “you’ll definitely be approved”: the decision comes after checks.
- Don’t give financial advice: how much to borrow, or whether to, is the customer’s choice.
- If they refuse, don’t keep persuading.
Unfinished applications and an AI operator
When an application stalls on the website, in the app or in the CRM, an AI operator can call the customer at once. When a deal in Bitrix24 or amoCRM moves to a stage you choose (say, “Document needed”), the operator calls that customer. If the list is in Google Sheets, it calls every new row and writes the result back. More: CRM call logging.
Sado’s operator speaks Uzbek or Russian, answers only from your company’s terms and never asks for a card number or code. Asked to “call in the evening”, it calls back then. When the customer is ready, it transfers to staff by your rule. A number that says “don’t call me” isn’t called again.
Each call’s recording, transcript and next step are in the portal and the CRM. Setup: Bitrix24 integration. Try it live or call 78 778 01 23.
Questions
Can the AI operator say whether a loan will be approved?
No. It gives only the terms the company provided: documents, term, rate. The company decides after its checks.
How fast should we call about an unfinished application?
Within an hour of it stopping. By the next day the customer may have borrowed elsewhere or changed their mind.
May we call using the application’s details?
Calling the person who applied, about that application, is part of the service. Uzbekistan has a law on personal data: list only what’s needed. Ask a lawyer about rules for financial companies.