Incomplete Registration Follow-Up Checklist

Write down every step between the landing page and the first trade

A typical broker funnel: email captured, account created, phone verified, profile and appropriateness questionnaire, ID uploaded, KYC approved, first deposit, first trade. Yours may have more. List what your system actually records, not what the product diagram says.

Pull last month's count of accounts sitting at each stage

Export from the CRM or the MT4/MT5 manager. If a stage has no timestamp in your data, you can't measure it and can't trigger a call on it. Fix that before anything else.

Calculate the drop-off between each pair of stages

Divide the count at the next stage by the count at the current one. The biggest gap is where the first calling campaign goes.

____ % lost per stage

Tag each stage with the reason traders stop there

Ask support and onboarding staff. Common ones: ID photo rejected, questionnaire too long, unsure about the minimum deposit, waiting for a promotion, simply forgot. The script for each stage depends on this list.

Mark which stages may be nudged and which are inform-only

A failed appropriateness test is not a stage to push someone through. Flag those as inform-only and confirm the split with your compliance officer.

Pick the two stages you'll start with

Usually 'account created, no ID upload' and 'KYC approved, no deposit'. Don't launch on every stage at once; you won't know which one worked.

Set a first-call window for fresh sign-ups who stopped mid-form

Trigger it while the session is still fresh, ideally within the same hour. An AI agent can dial the moment your CRM writes the event; a human desk usually can't.

within ____ minutes

Set a first-call window for accounts stuck at ID upload

Give the trader time to find their documents, then call. Same day or next morning works for most desks. Write the number down so it becomes a rule, not a mood.

within ____ hours

Set a first-call window for KYC-approved accounts with no deposit

Call right after approval, when the account is usable and the trader still remembers why they signed up.

within ____ hours of approval

Decide the retry schedule per stage

Two or three attempts spread over a week is a common shape. More than that turns follow-up into nagging and raises complaint risk.

__ attempts over __ days

Block calling hours per country

Set local-time windows for every jurisdiction you register clients in. US numbers fall under TCPA calling-hour restrictions; other markets have their own rules. Confirm the windows with compliance.

Define when a lead leaves the follow-up queue

Deposit made, explicit 'not interested', unreachable after the retry limit, or a compliance flag. Anything without an exit rule stays in the queue forever.

Write down what happens to leads that time out

Move them to a slower email track or the monthly reactivation list, not the bin. Some come back when the market moves.

Write the opening line per stage so it names what the trader was doing

'You started opening an account with us this morning and stopped at the ID step' beats 'I'm calling about your account'. The agent reads the stage from the CRM field, never guesses.

List the three most likely objections per stage and one answer each

Keep answers factual: minimum deposit, accepted documents, review time. No statements about returns or promotions unless compliance has approved the exact wording.

Decide what the agent may send during the call

Upload link, deposit page link, support email. Nothing else. Every link goes out through the SMS sender your compliance team already approved.

Set the maximum call length per stage

A document reminder is a two-minute call. If it runs longer, the script is doing too much.

____ minutes

Fix the disclosure line the agent says at the start

The trader should know they're speaking to an AI agent calling on behalf of your brokerage. Get the wording signed off by compliance, then never let script edits touch it.

Locate where phone-contact consent is captured in your sign-up flow

Find the exact checkbox or form field and the timestamp your system stores. If it's a pre-ticked box or buried in the terms, raise it with compliance before calling anyone.

Separate service calls from marketing calls in your own definitions

Helping someone finish a form they started reads differently from pitching a deposit. Ask the compliance officer which of your stages count as marketing under GDPR, the FCA financial promotion rules or your local equivalent, and treat those stages more strictly.

Run every list against your do-not-call and unsubscribe records

Include internal opt-outs, national registries where they apply, and traders who complained before. Do this on every run, not once at launch.

Confirm the rules for US numbers with counsel

TCPA and the TSR restrict automated and AI-voice calls to US numbers. If you onboard US clients, leave those numbers out until counsel has signed off on the consent you hold.

Check jurisdiction-specific rules for every country on the list

MiFID II firms, FCA-regulated firms and offshore entities carry different obligations on client communications. Keep a per-country column in the list and a named approver for each.

Write the AI disclosure and the recording notice you'll use

Some jurisdictions require telling the trader the call is recorded; some require consent to it. Write both variants and map them to countries.

Set a retention period for call recordings and transcripts

Match it to your existing client-communication retention policy. Confirm the period with compliance and write it into the campaign settings.

____ months

Get a written sign-off before launch

One line from the compliance officer or counsel naming the stages, countries and scripts approved. Keep it with the campaign record.

Map each call outcome to a CRM field or status

Reached and completed, reached and declined, callback booked, voicemail, wrong number, do not call. Every outcome needs a home or it gets lost.

Define the human handoff trigger and who receives it

Name the desk, the channel (CRM task, Slack, email) and the response time. A trader who asked for a callback and never got one is worse off than one you never called.

Push opt-outs and consent changes to the master record within minutes

An opt-out captured on a call has to stop the next attempt in the retry schedule. Test this before launch, not after the first complaint.

Send the trader whatever the agent promised

Upload link, deposit page, walkthrough booking. Automate the send from the call outcome so nobody has to remember.

Log the recording and transcript against the client record

Compliance will ask for it. Your onboarding team will use it to learn why people stall.

Stop the call for anyone who completes the stage on their own

If the trader deposits at 9:05 and the call fires at 9:10, you look like you aren't watching. Re-check the status right before dialing.

Record the baseline completion rate per stage before the first call

Without it you can't tell whether the calls did anything or the market did.

____ % baseline

Track stage completion within 7 days of the call, per stage

____ % called vs ____ % baseline

Track first deposits and deposit value from called accounts

__ deposits, ____ total

Calculate cost per recovered account

Total calling cost divided by accounts that completed the stage. At $0.35 per minute all-inclusive, a two-minute reminder call costs $0.70; multiply by the calls it took per recovery to get the real number.

$ ____ per account

Compare it with your acquisition cost per funded account

If recovering a stalled account costs less than acquiring a new one, the campaign pays for itself. Use your own CPA, not a benchmark.

Review the complaint and opt-out rate per stage weekly

A rising opt-out rate on one stage means the timing or script is wrong there, not everywhere.

Listen to ten calls per stage every week

Read the transcripts for objections you didn't script. Feed them back into the answer list under call goals.

Hold a monthly review with compliance, onboarding and sales

Decide together which stages keep getting calls, which move to email, and which script changes need re-approval.