Ensuring Compliance & Trust: How Awaaz.De Supported Five Star Business Finance

Challenge

In early 2025, the Reserve Bank of India (RBI) issued a mandate requiring all service and transactional calls made by banks and financial institutions to utilize a 1600 series number. This measure aimed to help customers easily identify legitimate calls from financial institutions and government entities, thereby combating call fraud and increasing customer trust.

Five Star Business Finance, a leading non-banking financial company, needed to quickly transition its customer service and transactional voice calls from standard telephone numbers to the newly prescribed 1600 series. Five Star also wanted the 1600 number to be procured from the Chennai, Tamil Nadu, circle. This involved not only technical migration of existing systems in the on-prem setup, but also ensuring seamless service during the transition. Additionally, Five Star needed all its vendors, including their IVR (Interactive Voice Response) providers, to comply promptly with the RBI mandate.

Solution

Awaaz.De, as the primary IVR service provider for Five Star Business Finance, worked closely
with the client’s business, operations, and IT teams to plan and execute the shift to the 1600
number. The project involved:

Assessing and mapping all existing customer service and transactional call flows that required this migration, and estimating the required channels.
Coordinating with telecom partners and regulatory stakeholders to acquire and enable the 1600 series number.
Launching Awaaz.De’s scalable telephony hardware and software into Five Star’s IVR data center in Chennai, ensuring there was no disruption to ongoing customer communications.
Conducting comprehensive testing and monitoring to ensure calls were routed correctly and customers could identify the institution’s calls as legitimate.

Awaaz.De’s Impact

Through proactive collaboration and technical expertise, Awaaz.De enabled Five Star Business Finance to achieve full compliance with the RBI & TRAI new calling requirements within the mandated timeline. The migration of transactional calls from 1600 numbers was completed without disruption to Five Star’s customers, ensuring continued service quality and improved trust in the authenticity of service and transactional calls. Awaaz.De contributed to establishing a consistent and secure communication framework for all of the client’s telephonic customer interactions.

This project not only helped Five Star safeguard its customer base against potential call-based fraud but also demonstrated Awaaz.De’s ability to adapt swiftly to regulatory changes and support its clients beyond direct service provisioning.

Testimonials

With Awaaz.De, Five-Star Business Finance seamlessly transitioned to RBI & TRAI’s 1600-series regulations for service and transactional calls - ensuring zero disruption and trusted communication.

Raghu Ram K

GRO & Head, Customer Care & Protection