OREANDA-NEWS. July 22, 2014. Home Credit has opened its third back-office operations centre in China, in the Lugu High-tech Park, Changsha. The opening ceremony and was attended by the CEO of Home Credit China among other senior executives.

As China’s leading consumer finance service provider, Home Credit is committed to investing in tier 2-3 cities and towns, providing mid-and-low income customers with a highly-efficient and transparent consumer lending service.

The launch of the Changsha customer service centre, the largest of the three, marks a further improvement in Home Credit’s back-office system which is based on high standards, efficiency and the personal touch. It lays the foundation for the strategic development of financial inclusion and highlights Home Credit’s long-term commitment to driving the sustainable development of China’s consumer finance industry.

“Home Credit is committed to the principle of transparency and responsible lending, and dedicated to convenient and effective finance service for mid-low income groups. The back-office operations centre is not only the bridge between the consumer finance company and its customers, in addition to the frontline sales staff, but also an important channel to provide customers with quality services.” said Michael Skocil, Home Credit China CEO.

A foundation stone for the long-term development of the Chinese consumer finance industry

Back-office operations and customer service centres are an important platform for consumer loan providers to deliver high quality services. Since its entry into China in 2007, Home Credit has built back-office operations centres in both Shenzhen and Wuhan, which comply with international consumer finance industry standards.

The Changsha Customer Service Centre has 3,200 seats and can accommodate more than 4,000, customer service assistants. On a daily basis they can handle over 450,000 calls, providing services including loan application approval, customer service and complaint-handling over the phone.

The Home Credit Customer Service Centre has four major functions:

Making outbound calls, when the back-office needs to review loan applications;

Providing customer service, when customers call the customer service centre and enquire about the service they need or request repayment information;

Giving each new customer a welcome call. This is a follow-up call with the customer, finding out if they are satisfied with our service and reminding them to make repayments;

Cross selling our products with a view to providing quality customers with more options.

In 2011, Home Credit started to use an internationally advanced customer service solution system at its Wuhan centre. That centre is equipped with modern equipment and highly-trained staff and is capable of being operational 24/7, offering a significant improvement to customer service levels. With a large data-backed management system and extensive experience, Home Credit’s Changsha Customer Service Centre will be able to demonstrate its expertise in customer service and renew the company’s commitment to the consumer finance market. By the end of May 2014, Home Credit had served over 6.2 million customers, more than 60% of whom were repeat applicants. The average number of loan applications in May was over 8,800 per day. With the opening of the Changsha customer service centre, Home Credit will be able to develop its consumer lending business. In addition, the supportive policies announced by the State Council and CBRC provide a favourable and well-organised market environment.

Home Credit’s trio of back-operations centres set a benchmark for consumer finance services in the country, promoting the development of higher standards of customer service. Home Credit will continue its commitment to bringing quality consumer finance services to more people in tier 2-3 cities, towns and the countryside and further perfect our services via a modern and highly-efficient customer service operations centre.