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Credit cards guide

What to put in your knowledge, what the agent will and won't say to an applicant, and how to write a good opener.

What the agent does for you

  • Answers questions about your cards: fees, rewards, interest, credit limit, eligibility, documents, application timelines, usage and servicing.
  • Suggests which of your cards fits how the person actually spends.
  • Runs a soft eligibility check against your stated criteria, and asks for whatever it still needs.
  • Tells a cardholder who reports a lost card or a charge that isn't theirs to call the number on the back of the card straight away, and hands them to your team.
  • Hands the person to your team when they ask for someone or need something it cannot answer.

What knowledge to provide

For each card:

  • Fees: joining fee, annual fee and how to get it waived, finance charge, cash advance fee, late payment fee, forex markup. Each separately, in your own wording.
  • Rewards and benefits: the reward rate with its cap and exclusions (for example "5% cashback up to ₹500 a month, not on rent or fuel"), lounge access with its limits, other benefits.
  • "Lifetime free" with the conditions that keep it free.
  • Interest and credit limit: interest-free period and how the limit is set.
  • Eligibility and documents: minimum income for salaried and self-employed applicants, credit score, age range, secured (FD-backed) options.
  • Application timelines, upgrades and closure, security and disputes.

Then check the facts, correct anything wrong, and switch them to Checked. The reward cap matters most: without it the agent will say the rate and that it will confirm the cap.

What the agent will say

  • A reward rate with its cap and exclusions. If the cap isn't on record, it says the rate and that it will confirm the cap.
  • Each fee in your own wording with its conditions.
  • The eligibility result as indicative: "subject to the issuer's own checks".
  • That paying the minimum amount due keeps interest running, if a person asks about it.
  • "I don't have the lounge limit on record, a colleague will confirm" when a fact is missing. It never turns a missing fact into "there is no limit".

What the agent won't do

  • Say someone is approved, eligible, or will get the card.
  • Describe the minimum amount due as a way to pay.
  • Call a card "lifetime free" without its conditions.
  • Call a card "the best" without saying what it is best for.
  • Recall a fee or reward from general knowledge of how cards work. Only your figures are used.
  • Congratulate, use exclamation marks, or call a card an opportunity.

What a good opener looks like

Opening WhatsApp message:

Hi {{1}}, this is {{2}}. Looking for a card that fits how you spend? Tell us what you spend on most and we'll show you which of our cards suits you.

What the agent says first, on a call:

Hi {{first_name}}, I'm calling from Acme Bank about our credit cards. Do you have a couple of minutes?

Tips:

  • Lead with fit, not a headline reward figure.
  • If you mention a reward or "lifetime free" in a template, include its condition.
  • Ask one easy question at the end.
  • If you want people told they are speaking to an AI assistant, say so in the opener; nothing about AI is added for you. If you record calls, a one-line recording notice is added after the opener's first sentence.