At the same time, many consumer finance companies are about to return to work, but the challenge of the epidemic for the industry lies in telecommuting, especially the collection and customer service seats, which are important parts of consumer finance business and labor-intensive business. How to ensure the business and data security, without affecting the normal operation of the company, has become a more prominent challenge at present.
It is understood that in order to cope with the challenges, many consumer finance companies have made full use of AI, cloud computing, big data and other scientific and technological means to break through, including immediately launching the cloud call center office mechanism, and moving the office under the system monitoring; Zhaolian finance has enabled about 5000 Zhaolian intelligent robots for service, covering multiple scene services such as customer reminders; China post consumer finance and The manual on-site collection is suspended and the intelligent robot remote collection is fully started.
In addition, according to the reporter, no matter the head consumer finance companies such as Zhaolian finance and instant finance, or many consumer finance companies such as China post consumer finance company and Suning consumer finance company, they are exempt from default interest and fine for the differentiation of Hubei customers in the severely affected areas, and reasonably postpone the repayment period, so as to reduce the repayment pressure of customers affected by the epidemic.
Short term impact on the industry
The outbreak of the epidemic was unexpected. During the Spring Festival, a large area of the outbreak broke out, and most of the citizens were living in seclusion, which had an impact on the consumer finance industry in the short term.
In the short term, offline real consumption, including catering, travel, food retail and so on, will be affected, and consumer finance should start from the scene. If you dont have consumption motivation, then the transaction volume of offline consumer finance will decline. Zhao Guoqing, CEO of instant Consumer Finance Co., Ltd. (hereinafter referred to as instant finance), told the securities times.
For example, offline service experience services will also face great challenges in the short term, such as beauty salons, education and training services, which need to go through a cycle to recover.
In the short term, the epidemic is bound to have a certain adverse impact on consumer financial enterprises that rely more on scenario operation, especially those that rely on offline scenario operation. Relevant people of China post consumer finance company spoke directly to reporters.
However, I believe that the impact of the epidemic on the consumer finance industry is short-term and phased. I believe that the epidemic will surely pass. The long-term benefits of Chinas consumer finance industry will not be changed because of the epidemic. The pulling effect of consumption on the economy and the demand of users to improve the quality of life will not be changed. It will be well repaired in the second half of this year. Zhao said.
Opportunities lurk in the crisis, and untouched online businesses are growing rapidly.
What Zhao Guoqing said is not empty. According to the reporter, before that, a service institution for training under the financial industrys large capital pipeline cancelled the training plans arranged in February and March this year due to the epidemic, and launched the app version of online courses to remedy and replace during the Spring Festival, in order to prevent zero returns.
Zhao Guoqing said that under the influence of the epidemic, work and consumption at home become a better choice. In the short term, the Trade Fair will migrate from offline to up, and many online companies have launched contactless distribution . From the perspective of online and offline structure, online may grow instead.
Some users evade debts
Industry insiders believe that due to the impact of many small and medium-sized enterprises affected by the epidemic, some employees and users have changed their income and solvency. If they cant change in the short term, they may be overdue, which will cause pressure on consumer financial companies in the short term.
At the same time, for this part of customers, we will immediately implement the differentiated exemption policy, that is, for users in Hubei and non Hubei areas, we will exempt the default interest and fine, and reasonably delay the repayment period.
However, Zhao Guoqing said frankly that under the influence of the epidemic, some users willingness to repay has changed to some extent, taking this opportunity to evade and cancel debts, which will push up the industrys bad rate.
In fact, under the influence of the epidemic, in addition to the operational and operational difficulties, more challenges come from risk control and management capabilities.
Zhao Guoqing admitted that in the field of consumer finance, post loan management belongs to labor-intensive work. At present, post loan management staff rush back to the workplace from all over the country, but traffic control and isolation, which are affected by the epidemic, will have a considerable negative impact on the collection industry. Since post loan is the core part of post loan management of retail finance, the impact after loan means that both before and during the loan will be affected, so the challenge faced by financial institutions in front of the epidemic is still relatively large.
As for the changes brought by the epidemic to post loan management, China post consumer finance said that in response to the call of the state, the company provides sexual services such as stop urging, interest fee reduction, credit investigation and so on for all kinds of customers (including doctors and public officials, diagnosed and suspected patients, immediate relatives, etc.) affected by the epidemic.
5000 robots to meet challenges
Due to the risk of epidemic infection caused by personnel gathering, in order to return to work in time and ensure the normal operation of business, many consumer finance companies have made more use of AI, big data, robots and other scientific and technological means to meet the challenges.
At present, the challenge of the epidemic to the companys operation is mainly remote office. How to ensure the business and data security without affecting the normal operation of the company? Zhao Guoqing said that, in particular, as two important parts of the consumer finance industry, collection and customer service seats are also an integral part of financial services. They are labor-intensive businesses, which are also the hidden dangers of epidemic prevention, and face the most prominent problems.
According to the introduction of instant finance, in order to ensure the normal development of online business during the epidemic prevention period, instant finance launched the cloud call center office mechanism for the first time on February 3, and the attendants logged in the call center management platform through PC terminal, web application white list and so on, so as to move the call center home, move the office under the system monitoring anytime and anywhere, and realize the companys customer service and post loan service Managers provide real-time services to customers at home.
Cloud call center has achieved remarkable results since its opening. According to Luo Ning, head of the financial operation Department at once, after the cloud call center went online, 3690 cases of human services were provided only yesterday. The overall customer satisfaction is 98%, and the accepted settlement rate is over 84%.
Similarly, another head enterprise Zhaolian Consumer Finance Co., Ltd. (hereinafter referred to as Zhaolian finance) has adopted a similar approach. Zhaolian financial introduced that the company started the remote online office mode according to the principle of minimum staff presence. At the same time, the companys customer service post can also realize the remote home seat, while the post loan asset management post, based on self-developed call system, self-developed voice line management platform and other technological advantages, employees can provide real-time services for customers at home.
In addition, Zhaolian financial also disclosed that the company has enabled about 5000 Zhaolian intelligent robots to provide services, covering as many scene services as possible, such as customer reminders. The companys self-developed intelligent robot has the characteristics of low cost, multi scene, high output, high efficiency, easy tracking, etc. it can identify more than 200 kinds of user intentions with 99% accuracy, and undertake 95% of the companys customer service and post loan asset management, saving over 100 million yuan in cost throughout the year. Relevant personages of China post consumer finance told reporters that after the outbreak of the epidemic, the company suspended the collection on the artificial site in time, started the intelligent robot in an all-round way, organized relevant personnel to remind customers of repayment by means of remote office such as SMS and voice, and required the business and technical team to fully develop the remote collection function. Source: responsible editor of Securities Times: Yang bin_nf4368
In addition, Zhaolian financial also disclosed that the company has enabled about 5000 Zhaolian intelligent robots to provide services, covering as many scene services as possible, such as customer reminders. The companys self-developed intelligent robot has the characteristics of low cost, multi scene, high output, high efficiency, easy tracking, etc. it can identify more than 200 kinds of user intentions with 99% accuracy, and undertake 95% of the companys customer service and post loan asset management, saving over 100 million yuan in cost throughout the year.
Relevant personages of China post consumer finance told reporters that after the outbreak of the epidemic, the company suspended the collection on the artificial site in time, started the intelligent robot in an all-round way, organized relevant personnel to remind customers of repayment by means of remote office such as SMS and voice, and required the business and technical team to fully develop the remote collection function.