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Desk Collection (PPJP)
Full-cycle account management using professional negotiation, smart dialing and compliant recovery workflows.
Jakarta · BPO · PPJP · Fintech Operations
Compliant debt collection technology for Indonesia’s financial ecosystem.
PT Indocall Mitra Service helps financial institutions scale borrower contact, tele-verification, customer service and recovery operations with technology-enabled productivity, strict compliance and data security.
✓ Ethical collection workflow
✓ Smart dialing & QA
✓ Data protection first
Live Operations
Collection Command CenterIMS OS
20Agents
100%Recording
08–20Call Window
AI Smart Dialing
Prioritize valid numbers and high-intent payer segments to increase productive talk time.
Daily MIS Reporting
Transparent daily business reports for real-time progress and KPI tracking.
Company Profile
Your trusted, professional and compliant BPO partner.
IMS is a Jakarta-headquartered comprehensive service provider specializing in BPO, Professional Debt Collection (PPJP), and Manpower Outsourcing for Indonesia’s financial and fintech sectors.
Our operating model balances high operational output with humane communication, regulatory awareness and rigorous data privacy controls.
- Financial Institutions
- Fintech P2P Lending
- Multi-Finance Companies
- Scalable BPO Operations
Core Service Matrix
Request Proposal
End-to-end borrower lifecycle support.
Four integrated service modules cover the full journey from pre-funding verification to late-stage recovery and back-office operational support.
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Tele-Verification & Skip Tracing
Pre-funding identity authentication and legal tracing methods to re-establish Right Party Contact.
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Customer Service
Inbound/outbound support, payment reminders and standardized complaint handling to protect borrower experience.
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BPO & Manpower Outsourcing
Certified tele-collectors, CS agents and back-office support to reduce fixed HR costs and scale faster.
Segmented Collection Workflow
Stage-based recovery strategy, not one-size-fits-all calling.
Every delinquency stage requires different frequency, script tone, negotiation objective and quality control standard.
DPD 1–30
Early Stage — Soft Reminder
Gentle reminder and negotiation to reduce potential NPL generation while maintaining borrower relationship.
DPD 31–90
Mid Stage — Professional Negotiation
Higher contact discipline and structured negotiation to secure clear Promise to Pay outcomes.
DPD 90+
Late Stage — Intensive Recovery
Intensive yet compliant recovery actions with repayment restructuring when appropriate.
Data Strategy
Strategy Empowerment
Big-data segmentation and smart dialing target high-intent payers and optimize agent productivity.
Tech-enabled operations
Dialing, QA, segmentation and reporting systems help teams convert operating discipline into measurable results.
Technology Engine
AI-assisted productivity, transparent reporting and strict access control.
IMS combines smart systems with experienced local operations management to improve connection quality, agent output and audit readiness.
01 · Smart Dialing
Filter invalid numbers
Improve actual talk time by prioritizing reachable and higher-quality contact routes.
02 · QA System
Monitor scripts & conduct
Call recording and QA review support coaching, dispute resolution and compliance audits.
03 · MIS Reports
Daily visibility
Detailed business reports allow clients to track progress, output and performance in real time.
04 · Data Masking
Reduce leakage risk
Sensitive borrower information is hidden in the business system to control unauthorized access.
Operational Capacity
Lean, efficient and scalable operations structure.
Dedicated leadership, compliance oversight, certified execution force and technical/admin support enable rapid capacity expansion with strict quality control.
2Leaders
Director plus Compliance & QA Officer for call monitoring and audits.
KPIDriven
Team Leader manages scheduling, script coaching and real-time KPI tracking.
20Agents
Certified Desk Collection agents trained in scripts, negotiation and anti-harassment policies.
2Support
IT & MIS plus Admin & Finance support keep data distribution and back-office operations stable.
Compliance Shield
Compliance is the operating baseline.
IMS aligns collection operations with POJK 22/2023 principles, ethical borrower communication, controlled third-party contact and SPPI readiness.
0%
Zero tolerance for violence
No intimidation, verbal abuse or psychological pressure against debtors.
EC
Strict third-party contact control
Inquiries are limited to emergency contacts; unrelated relatives, friends or workplaces are not harassed.
08
Regulated calling hours
Outbound calls are restricted to 08:00–20:00 based on debtor timezone and applicable rules.
SP
Mandatory SPPI certification
Agents and team leaders are required to pass official certification before taking calls.
Client Ecosystem
Built for Indonesia’s formal financial landscape.
IMS supports regulated financial institutions that require scalable contact center execution, borrower support, recovery operations and back-office efficiency.
Fintech P2P Lending
Borrower lifecycle contact center support from verification to recovery.
Multi-Finance Companies
Scalable collection and customer service capacity for finance portfolios.
Rural Banks
Professional operational support for localized lending ecosystems.
Corporate BPO
Back-office task delegation, staffing and workflow efficiency improvement.
Partnership
Start a compliant and successful partnership.
Discuss recovery operations, tele-verification, customer service or manpower outsourcing requirements with PT Indocall Mitra Service.
CompanyPT Indocall Mitra Service
AddressGedung Grand Slipi Tower Lt. 5 Unit F, Jl. Letjend S Parman Kav 22-24, Palmerah, Jakarta Barat 11410
Contact PersonAhan Lafdi Munir
Emailahan@indocall.id
Websitewww.indocall.id
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