Case Study: Home Credit China achieves rapid nationwide expansion and serves 6 million customers with Genesys SIP-based solutions

Genesys SIP-based Routing Solutions Support Home Credit China Rapid Expansion of Business Coverage

Home Credit China is a leading consumer finance provider serving over six million customers across 150+ cities, focused on young, low‑income and often unbanked consumers. Rapid national expansion created massive outbound call volumes and a need to scale contact centers (3,000 SIP agents across three sites) while maintaining customer satisfaction and employee productivity.

Genesys’ SIP‑based Customer Experience Platform, mixed outbound routing, digital channels, self‑service and desktop solutions centralized and virtualized Home Credit’s contact centers, intelligently balancing inbound/outbound work. The deployment boosted agent efficiency by about 40%, reduced OPEX, supported large simultaneous line capacity and 24/7 service, and helped drive strong business outcomes — >100% annual growth (2011–2014), >90% customer recommendation, high cross‑sell receptivity (~70%) with 40% purchase conversion, and expanded coverage across roughly 70% of China with plans to scale further.

Home Credit China

Schneh Ying Wan

Chief Operating Officer