Industry insiders bluntly said that as an important part of risk control, post-loan management is affected, which means that the entire business will be affected, and financial institutions are under greater pressure. "The time has come to compete for technological strength." Following the special campaign to crack down on gangs and evil, this time the epidemic has once again brought the collection industry to a near standstill.
It is understood that there are four common types of collection, which are progressive, namely telephone collection; home visit collection; violent collection; and legal collection.
In addition to telephone reminders, other methods require face-to-face contact, which is impossible under the current epidemic prevention and control situation to curb the spread of COVID-19. However, traditional electronic debt collection requires information security and collection system requirements, and requires collection personnel to come to the company for centralized operations. It is a labor-intensive business and conflicts with the requirements of epidemic prevention and control.
However, the phenomenon of debt evasion has not pressed the pause button due to the epidemic. On the contrary, many P2P platforms that are in the process of liquidation recently announced that the collection progress has slowed down and they are facing difficulties in repayment. Two platforms have already Indicates that the redemption plan is affected. Among them, it is not excluded that a few "lao Lai" took advantage of the epidemic to fish in troubled waters and deliberately defaulted on repayments among severely affected user groups.
Faced with the low willingness of borrowers to repay, New Financial Insights has noticed that many financial companies have launched smart products to enable remote collection. Industry insiders bluntly said that as an important part of risk control, post-loan management is affected, which means that the entire business will be affected, and financial institutions are under greater pressure. "The time has come to compete for technological strength."
1
Collection restrictions are rampant
On the evening of February 10, Xinxindai released a work progress statement stating that due to the impact of the epidemic, the progress of some collection work has slowed down. Xinxindai said that with the assistance of relevant departments, the platform coordinated all parties to continue to actively collect debts, and the bank accounts of some borrowers who refused to repay and attempted to maliciously evade debts have been sealed and frozen. After the epidemic situation improves, the payment collection situation will also be further improved.
At the same time, due to "the staff are temporarily unable to return to work normally, a small part of the sixth installment payment work is still on hold and has not been completed as scheduled."
Xinxin Loan is not The first P2P platform to be affected by the epidemic. Previously, “58 Dividend” issued a notice on the extension of the first phase of the benign payment plan. Due to the impact of the new coronavirus pneumonia epidemic, the "58 Dividend" collection staff are unable to carry out relevant collection work. It is now decided to postpone the unpaid amount of the first phase and complete the payment before February 29, 2020.
In addition, many P2P announcements recently stated that this year’s sudden epidemic has limited collection methods, leading to the rampant use of scammers and a decline in payment collection effects.
On February 10, China Xincai said that the company was doing its best to arrange for the collection team to resume work. However, due to the restrictions on entry and exit of the office space, as well as the isolation and observation of non-local employees after their return, the company currently does not expect to resume full attendance until around the 17th of this month. China Xincai said that the planned payment date in February remains unchanged. However, affected by the inevitable holidays and the epidemic, there is expected to be a significant gap in the repayment situation.
On February 4, Yidai.com stated that the platform and loan-assisting companies do not have the conditions to fully resume work at the moment and need to wait for the approval of relevant departments before resumption of work. At the same time, the epidemic has had a certain impact on the collection and legal prosecution work in various places.
It can be seen that due to delays in resumption of work, traffic control, etc., the collection work of various P2P platforms in the process of liquidation is subject to certain restrictions. For P2P platforms that have not yet been liquidated, the impact after the loan will be affected means that both before and during the loan will be affected. Therefore, these platforms are still under relatively high pressure in the face of the epidemic.
On the other hand, on January 26, the China Banking and Insurance Regulatory Commission issued the "Notice on Strengthening the Cooperation of the Banking and Insurance Industry Financial Services in the Prevention and Control of the Pneumonia Epidemic of New Coronavirus Infection" stating that for those affected by the epidemic For people who have temporarily lost their source of income, credit policies should be appropriately tilted, personal credit repayment arrangements such as housing mortgages and credit cards should be flexibly adjusted, and the repayment period should be reasonably postponed. This policy has become a shield and life-saving talisman for some old people, who try to take this opportunity to evade debts by forging false evidence and making malicious complaints.
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A debt collection company resumed work and was summoned by the public security
According to Kunshan Window News, on February 3, there was a debt collection outsourcing company-Kunshan Huafan Information Services Co., Ltd. was suspected of not implementing the government's decision to suspend and resume work issued in accordance with the law, and was suspected of concealing, delaying or making false reports in the emergency response. The relevant person in charge of the company was summoned by the public security, and the company was ordered to suspend operations for rectification.
According to reports, Kunshan Huafan’s business involves back-end support services for people’s livelihood and other businesses. Due to related business needs, some customer service work has never been suspended during the Spring Festival over the years. As in previous years, during the Spring Festival this year, the company still has 612 staff members who will be transferred to work. On February 3, when the District Economic Promotion Bureau went to the company for on-site inspection, there were still 226 employees (including management personnel) in the company on duty. At present, the company has evacuated all employees and closed its doors for rectification.
Qichacha information shows that Kunshan Huafan was registered on January 5, 2010, with a registered capital of 12 million yuan, and is 100% owned by Shanghai Huafan Information Service Co., Ltd. (referred to as "Shanghai Huafan") holding. Shanghai Huafan, registered on June 4, 2002, with a registered capital of US$3.8 million, is a wholly-owned subsidiary of TeleServices (Hong Kong) Co., Ltd., and its business scope includes "engaging in the second type of value-added telecommunications business through service outsourcing" Call center business and providing related consultation.”
According to data, TeleServices Group was founded in 1997. It mainly provides diversified outsourcing call centers and e-commerce solutions to enterprises. Its customers include many Fortune 500 companies and well-known domestic enterprises. Kunshan Huafan is one of its four operation centers. According to First Consumer Finance, Shanghai Huafan’s outsourcing call business involves collection. The company's recruitment also shows that Shanghai Huafan has recruited SAIC-GM car loan collection EC personnel. TeleServices' call outsourcing services include bill reminder services for credit card issuers.
It is understood that traditional debt collection methods mainly include internal debt collection and external debt collection. Internal debt collection is mostly through phone calls, external visits, etc. If internal debt collection is ineffective and the overdue period is too long, many financial institutions will close the account. Send it to a third-party collection agency, and use part of the share (even up to 70%) as the entrustment fee. High collection commissions may be the reason why some outsourcing agencies resumed work without authorization during the epidemic prevention and control period and "committed crimes against the odds."
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Intelligent debt collection is beginning to show its skills
In fact, in recent years, with the increasing number of intelligent technologies such as AI technology, big data, and cloud computing, It has been applied to the field of financial technology in many places, and smart collection has gradually emerged.
According to China Merchants Union Financial, its industry-first “AI Smart Brain” integrates thinking algorithms, natural language processing, speech recognition technology, etc., providing convenience for rapid docking with different business systems. conditions, and coupled with post-loan asset management, customer service and other business strategies. During the epidemic, China Merchants Union Consumer Finance has activated about 5,000 intelligent robots to provide services, covering multiple scenarios such as customer reminders, and responsible for 95% of customer service and post-loan asset management work.
According to MaMa Financial, the company innovatively launched the "cloud call center" office mechanism for the first time on February 3. Agents log in to the call center management platform through PCs, WEB application whitelists, etc., thus " The call center "moves home and can work remotely under system monitoring anytime and anywhere, allowing the company's customer service and post-loan managers to provide real-time services to customers at home.
China Post Consumer Finance also stated that after the outbreak, the company promptly suspended manual on-site collection, fully launched intelligent robots, and organized relevant personnel to use remote working methods such as text messages and voice to remind customers of repayment and request business And the technical team went all out to develop the remote collection function.
Su Sui, director of 360 Financial Big Data, believes that compared with traditional collection methods, AI collection has many advantages. First, AI collection products such as robots are standardized and will not be driven by profit factors. Second, the robot is controllable. As a special type of work, debt collectors are prone to emotional fluctuations at work, which affects the collection effect. This problem does not exist with the collection robot itself. The robot's words have been manually reviewed in advance and will not have any connotations. Emotional factors. Third, reduce costs and increase efficiency. Take the 360 ??collection robot as an example. In the same time period, a human can make 300 calls a day, while a robot can make 800-1,000 calls. The efficiency is several times that of a human.
The AI ??collection system is easy to deploy and can be expanded at any time according to business needs, which is far lower than the cost of manual recruitment, management, and training.
At present, the development and application of intelligent collection products are more mature in Internet financial companies. For example, Suning Financial’s “Qianxun” intelligent collection service system has also cooperated with iFlytek to establish the first “intelligent collection laboratory”; Paipaidai’s “Zhiniu” collection robot is mainly used for early collection, targeting overdue collections. The user collection recovery rate within 3 days can reach 90% of manual labor; Lakara Jinke's "Xiaolan" collection master is mainly used in the post-loan process to reduce labor costs through telephone robots. Ping An Group's financial Yijiye intelligent post-loan management system realizes intelligent batch post-loan management.
In addition, banks’ acceptance of smart collection products has also increased. For example, the intelligent self-service voice collection project of Guangfa Credit Card has won the "Best Self-Service Bank Award"; the Shanghai Pudong Development Bank Credit Card Center has saved more than 30% of collection manpower since the introduction of the FICO CCS automatic voice collection system. O2O Bank Suning Bank developed the "Thousand "Xun" intelligent collection system is responsible for collection.
Previously, the industry believed that it would take at least a long time for intelligent collection to completely replace manual collection. However, the epidemic may promote intelligent collection products The popularity of the system has changed the traditional collection model, which is dominated by manual agents. Su Sui believes that in the next one or two years, the collection industry may enter a model of human-machine integration, eventually reaching an optimal state in which machines take the majority and humans are assisted. < /p>