Best Practices for Conducting Video KYC

introduction welcome to the best practices guide for identity verification using agent portal this document is designed to provide agents and bank representatives with essential guidelines and tips for effectively verifying the identity of customers using our platform getting started before commencing the identity verification procedure, it is essential to ensure you have access to the platform and login credentials familiarize yourself with features relevant to identity verification stay updated on new enhancements or updates for better verification use a stable, dedicated network for video verification to prevent call instability best practices incoming call incoming call to avoid missing any calls, ensure that your system's notification sounds are enabled the ' go online go online ' toggle button is activated to receive incall notifications as soon as call pop up comes up try to get the basic details guidelines for capturing users image guidelines for capturing users image ensure good lighting conditions and a clear view of the customer's face during the verification process instruct the customer to remove any accessories or obstructions that may hinder face identification prompt the customer to align their face properly in front of the camera agent picks up the call agent picks up the call upon answering the call, allow a few seconds for the video and audio feed to establish the connection properly ensure both the customer's and your own video quality is sufficient and the customer is audible verify all necessary customer information reflected in the dashboard under the kyc data tab begin the video kyc only when the audio and video of customer is clearly visible and the location is accurately fetched, then click on the "begin vkyc" cta conducting the video kyc conducting the video kyc after clicking "begin vkyc," make sure the screen recording starts automatically if not, click "restart recording " begin the process by asking the questions as displayed to the customer ensure accurate audio input from the customer and refrain from guessing provide real time feedback when necessary based on the customer's responses while the customer is showing images or identity cards to the camera, ensure they fit within the designated box without getting cropped ensure the images or id cards shown on camera fit within the dedicated frame without being cut off how to capture pan card (what re should advise to user) how to capture pan card (what re should advise to user) for mobile users advice the user to use the rear camera of their mobile phone instruct them to position the pan card within the camera frame, ensuring all details are visible and legible recommend the user to hold the device steadily to avoid blurriness in the captured image also to ensure good lighting conditions for desktop users instruct the user to hold the pan card firmly between their palms, ensuring it is positioned close to the camera recommend the user to maintain a steady position while capturing the image to avoid blurriness concluding the call and providing feedback concluding the call and providing feedback after concluding the call, promptly fill out the feedback form and answer the questions based on the call concluded fill the feedback form as soon as the form appears without delaying it to a later stage general guidelines before the session begins, ensure all equipment (camera, microphone, headphones) is working properly always end a call using ‘end call’ (red button) during the video call if required avoid hard refreshing the dashboard or using the browser back button wait a few seconds after taking a screenshot to ensure it is captured properly avoid opening additional tabs or applications during the video call to prevent bandwidth consumption and camera access issues make sure no background processes are utilizing bandwidth or accessing your device's camera/microphone during the call make sure that the surrounding is quiet and well lit to minimize distractions and ensure clear visibility use good quality headphones for better audio quality and external noise cancellation encourage the customer to use good quality for better audio and external noise cancellation troubleshooting and support if you encounter any issues or challenges during the identity verification process, refer to the following troubleshooting steps if you experience any audio or video problems, start by ensuring that your earphones, microphone or camera are functioning properly verify that all required information is taken and documents are accurately captured and submitted if there's a network issue, rejoin the call if needed wait for 30 seconds after rejoining for the connection to stabilize if the issue persists, consider switching to a more reliable network source in case of blank screen check on your internet connection and try switching to a better network for additional resources, support, and training materials related to dashboard and its functioning 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