Case Study: Home Credit China achieves 75% faster online request processing and 50% lower wait times with Genesys

Genesys has helped Home Credit Bank increase customer-order processing speed and augment the number of requests operators handle hourly

Home Credit Bank (Home Credit and Finance Bank), a leading retail and point-of-sale lender in Russia, needed to modernize its telesales and contact center after growth exposed inefficiencies: agents were siloed by skill, workload was unevenly distributed, and customer requests were processed slowly. Management aimed to boost operator productivity and reduce handling times while keeping service levels high.

Using the Genesys Customer Experience Platform (routing, reporting and analytics) the bank consolidated agents into a single, skills‑based pool, implemented workload-aware routing and gave supervisors real‑time tools and training. The changes cut internet request handling from one hour to 15 minutes, increased calls handled per agent by four per hour, achieved 90% of incoming calls answered within 20 seconds, and halved subscriber wait times; web request failures fell to under 3% and telemarketing success rates rose toward 90%.

Home Credit China

Egor Buinitsky

Deputy Director for Home Credit Bank Contact Center Operations and Support Department