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Home Credit China (HCC), a leading provider of consumer finance in China. Providing secure and affordable loan services to customers not covered by traditional bank loans, HCC has over 60 million customers and operates over 260,000 point-of-sale locations. With more than 2,200 agents and growing, it was important for HCC to find a solution to streamline the management of their workforce and give employees more control of their own schedules.
To meet the needs of a big data-oriented strategy, Home Credit China initiated their Changsha contact center in 2014. With the multichannel application and SIP-based Genesys solutions, the company’s professional agents could offer daily 24-hour nonstop service, to deliver better customer service. Partnering with Genesys since 2007, Home Credit has evolved from a single call center into a scalable and fully-virtualized, three-site contact center that takes advantage of the flexibility and integration capability offered by the Genesys Customer Experience Platform.
“Adding a WFM module on top of (Genesys) simplifies integration processes — both technology-wise and time-wise.”
Vikki Liu, Senior Strategy Communication Manager of Telemarketing, Home Credit Consumer Finance Co., Ltd.