# Welsend Welsend Reviews (11), Pricing, Services & Verified Ratings - 4.9 out of 5 average review rating - 2 connections joined Welsend's Network [Visit Website](https://www.welsend.com) [Get a Custom Proposal](https://clutch.co/profile/welsend) **Contact Center Supplier in China and Philippines** Welsend provides customer engagement solutions that leverage all competitive advantages offered by China, the Philippines, and Malaysia in terms of labor cost, talent quality, infrastructure, and preferential government policies. Welsend runs delivery centers in 26 cities of China, the Philippines, and Malaysia with a workforce of 18,000+ people, providing the full suite of customer engagement services ranging from customer care, technical support, order-processing and dispatching, to lead generation and customer acquisition via multiple channels including phone inbound and outbound, email, chat, and social media. Our client base includes leading brands of China’s manufacturing, technology, eCommerce, travel and transportation, and financial services industries. We are also gaining market share of MNC business as we differentiate ourselves by combining state-of-the-art technology and world-class operations, and in-depth understanding of all facets of the industry into sound, cost-effective client solutions. A few facts about Welsend: ~70% sites located in Tier3/4 cities, with labor cost 20-35% lower than Tier 1/2 cities >90% site management hired locally ~30 days on average needed to hire a team of 200 people (for example) >90% employee satisfaction; >95% client satisfaction <60 days needed to set up a brand-new site in any city of China, Philippines and Malaysia ## Company Information - Minimum project size: $50,000+ - Hourly rate: < $25 - Number of employees: 10,000+ - 19 Locations: - Wei Fang Shi, China (Headquarters) - Taguig, Philippines - Cheng Du Shi, China - Rizhao, China - Beijing, China - Mian Yang Shi, China - Nan Ning Shi, China - Chongqing, China - Qing Dao Shi, China - Ji Ning Shi, China - Wei Hai Shi, China - Zao Zhuang Shi, China - Lin Yi Shi, China - Dong Ying Shi, China - Chu Zhou Shi, China - Bao Ding Shi, China - Tang Shan Shi, China - Han Dan Shi, China - Taguig, Philippines - Founded in 1993 ## Services, Focus Areas, Industries, and Clients ### Service Lines - 50% Customer Service Outsourcing - 30% Call Center Services - 10% Back Office Outsourcing - 10% CRM Consulting and SI ### Focus Areas - Inbound Services: - 70% Answering services - 30% Inbound appointment scheduling - Outbound Services: - 45% B2C Telemarketing & telesales - 25% Collections Recovery Services - 15% Customer Surveys & Market Research Calls - 15% Third party verification - Customer Service Outsourcing: - 45% Phone Support Services - 25% Order Processing & Taking - 15% Chat Support Services - 15% Email Support Services - Back Office Outsourcing: - 30% Claims Processing - 30% Payment Processing - 25% Data Entry & Processing - 10% Medical Billing Services - 5% Writing & Content Creation Outsourcing - CRM Functions: - 25% CRM Customer Support - 25% CRM Social Relationship Management - 25% Marketing automation - 25% Sales automation - CRM Solutions: - 10% Adobe CRM Consulting & Implementation - 10% ExactTarget CRM Consulting & Implementation - 10% HubSpot CRM Consulting & Implementation - 10% Microsoft Dynamics CRM - 10% NetSuite CRM - 10% Oracle CRM - 10% RightNow CRM Consulting & Implementation - 10% SAP CRM - 10% Salesforce CRM Consulting & Implementation - 10% Sugar CRM ### Industries - 10% Medical - 10% Hospitality & leisure - 20% Information technology - 20% Manufacturing - 10% Telecommunications - 10% Supply Chain, Logistics, and Transport - 20% Automotive ### Clients - 20% Small Business (<$10M) - 30% Midmarket ($10M - $1B) - 50% Enterprise (>$1B) ## Pricing Snapshot Average rating for cost based on this provider's reviews: 4.5 out of 5 **What Clients Have Said** *(This summary is based on verified Clutch reviews.)*: Welsend offers competitive pricing with good value for cost, as noted by clients across various industries. They provide scalable solutions, with teams ranging from 30 to over 600, ensuring flexibility and quality service. Clients appreciate their operational efficiency and responsiveness. **Most Common Project Size**: $200,000 to $999,999 based on 5 reviews *(Pricing information for this provider is based on reviews where the project size was available.)* ### Pricing by Service - Call Center Services: $200,000 to $999,999 based on 5 reviews - Back Office Outsourcing: $200,000 to $999,999 based on 2 reviews - HR Consulting: $200,000 to $999,999 based on 2 reviews - Sales Outsourcing: $200,000 to $999,999 based on 1 review - Commercial Brokerage Services: Confidential based on 1 review - Content Moderation Services: Confidential based on 1 review - Corporate Training & Coaching: Confidential based on 1 review ### Packages Offered - Customer Service Outsourcing Packages — starting at $2,000/month ## Reviews Clutch investigates each reviewer's identity and work history. Every review goes through a rigorous, human-led verification process to confirm the reviewer's identity, and reviews that we verify are visibly marked as 'Verified' so you can trust that they come from a real client. [Learn More](https://help.clutch.co/en/knowledge/how-clutch-verifies-reviews) ### Welsend Review Insights Overall Review Rating: 4.9 - Quality: 4.5 - Schedule: 4.9 - Cost: 4.5 - Willing to Refer: 4.9 ### Top Mentions - Great project management (2 mentions) - Professional (2 mentions) - Detail-oriented (1 mentions) - Flexible (1 mentions) - Great team (1 mentions) - High-quality work (1 mentions) - Honest (1 mentions) - Passionate about their work (1 mentions) - Patient (1 mentions) - Receptive (1 mentions) - Timely (1 mentions) - Transparent (1 mentions) - Unique expertise (1 mentions) ### Review Highlights **Impressive Project Management and Responsiveness** Welsend's project management skills were praised across all reviews. They developed detailed project plans, held regular meetings, and maintained effective communication, ensuring timely action on potential issues and client needs. **Strong Operational Efficiency** Clients highlighted Welsend's operational efficiency, especially in providing 24x7 support and handling high volumes of traffic with professionalism and reliability, making them an integral extension of client teams. **High-Quality Service Delivery** Welsend's delivery quality, including data security management and professionalism, was commended. They were noted for their fast response, orderly execution, and excellent service quality. **Competent and Accountable Management** Welsend's management team was consistently praised for their competence, accountability, and strong problem-solving skills. Their transparency and superior coordination abilities were also highlighted. **Passionate and Reliable Team** Welsend's agents were described as patient, passionate, and brave, maintaining a sense of honor and responsibility even when problems arose. Their dedication and service mindset were highly appreciated. **Opportunity for Hiring Improvements** A client noted that Welsend could improve their hiring capabilities to better meet staffing requirements and quality objectives, indicating an area for potential growth. **Exceptional Sales and Customer Service Metrics** Welsend contributed to a monthly increase of 10% in sales and a 5% increase per quarter in customer upgrade rates. They also maintained a 90% issue resolution rate within 48 hours and 100% compliance with staff training programs. **Effective Coordination and Communication** Clients praised Welsend for their seamless coordination and excellent working culture. Their ability to integrate smoothly with client teams and maintain open lines of communication was noted as a key strength. **Challenges with Attrition** One client mentioned challenges with retaining talented and senior agents, suggesting a need for more innovative solutions to improve retention, especially given the nature of the work. ### Welsend Reviews #### Outbound Call Support for Hotel Chain (Featured Review) **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Jan. 2022 - Ongoing **Project Summary**: Welsend provides call center services for an e-commerce company. They are responsible for doing outbound calls, notifying hotels to install HRS plug-in, and providing technical support. **Review Rating**: 5.0 - Quality: 0.0 - Schedule: 5.0 - Cost: 0.0 - Willing to Refer: 5.0 **The Reviewer** General Manager, China, HRS - Industry: Hospitality & leisure - Client size: 1,001-5,000 Employees - Review Type: Online Review - Verified **The Review** — Feb 15, 2022 **Feedback Summary**: Welsend continues to support the client's business, providing exceptional customer service. So far, the client is happy with their ongoing engagement with the team. ""They have a competent management team, excellent service quality, and truly a value for investment!"" **BACKGROUND** Introduce your business and what you do there. The HRS Group is a global eCommerce company. With its HRS Global Hotel Solutions brand, HRS is one of the market leaders in the global business travel market and one of the top three hotel portals in Europe. I am General Manager of Hotel Reservation Service (Shanghai) Co., Ltd, in charge of HRS' China operations. **OPPORTUNITY / CHALLENGE** What business challenge were you trying to address with the vendor?  We needed vendor to make outbound calls to notify hotels to install HRS plug-in, and provide technical support to ensure successful installation and usage, as needed by hotels.   **SOLUTION** What was the scope of their involvement? The outsourced scope is to make outbound calls to notify hotels to install HRS plug-in, and provide technical support to ensure successful installation and usage, as needed by hotels. I am responsible for coordination and decision making in the outsourcing relationship. From the service provider’s company, what is the team composition? The team includes: OB agents QC Trainer Supervisor How did you come to work with the vendor? We engaged Welsend by directed procurement, based on their market reputation and our assessment of Welsend's capabilities. We are at the starting phase of the project but have already been impressed by the Welsend team's professionalism, speed of execution, and delivery quality. What is the status of this engagement? On-going with excellent staffing and quality management. **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? Fast response, orderly execution! What did you find most impressive about them? They have a competent management team, excellent service quality, and truly a value for investment! --- #### Call Center Services for Telecommunications Company **The Project** - Services: Call Center Services, Sales Outsourcing - Project size: $200,000 to $999,999 - Project length: Dec. 2022 - Dec. 2023 **Project Summary**: Welsend provides ongoing call center services for a telecommunications company. The team is responsible for call activity reports, sales data, training, and QC reporting. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Sr Business Dir, Telecommunications Company - Industry: Telecommunications - Client size: 10,001+ Employees - Review Type: Online Review - Verified **The Review** — Dec 10, 2023 **Feedback Summary**: Welsend's efforts led to a 10% increase in sales, 5% per quarter in customer upgrade rates, and 100% compliance with staff training programs. The team works collaboratively to develop a detailed project plan and effectively monitor the progress. They are responsive and attentive to the client's needs. ""I have always been impressed with Welsend's responsiveness."" **BACKGROUND** Please describe your company and position. I am the Senior Business Director of a telecommunications company Describe what your company does in a single sentence.We are a state-controlled mega telecommunication enterprise with a modern communication network covering the whole country and connecting the world. It mainly operates mobile communication business, fixed communication business, data communication business and so on. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Welsend to accomplish?Offering mobile bundle services and products for salePreserving the loyalty of current consumers while increasing the number of new subscribers.Handle outbound calls and address user feedback issues/complaints in accordance with workflows **SOLUTION** How did you find Welsend?Online SearchReferralWhy did you select Welsend over others?Close to my geographic locationPricing fit our budgetGreat culture fitGood value for costReferred to meCompany values alignedHow many teammates from Welsend were assigned to this project?102Describe the scope of work in detail. Please include a summary of key deliverables.Call Activity Reports: including the number of calls, success rates, call duration, customer feedback, and other key metrics, to help us understand the project's performance. Sales Results: mainly sales data, including sales, number of sales contracts and customer upgrades, etc., because the core of our project is to complete the sale of products and services. Effectiveness of promotions: the project involves the promotion of specific offers or activities, and accordingly Welsend will produce data on the participation rate, feedback, and number of successful promotions, etc. Customer & Market Research Data: utilize customer and outbound call information to provide us with customer analysis, market & competitive situation analysis. Training and QC Reporting: provide reports based on staff training, implementation of call quality control measures, and improvement plans to ensure continuous project improvement and compliance with standards **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Welsend contributed to a monthly increase of 10% in sales for our telemarketing initiative, 5% increase per quarter in customer upgrade rates, increasing the number of customers upgrading existing packages or services. Concerning the rates of issue resolution, it can guarantee that every consumer concern is resolved at a minimum rate of 90 percent within forty-eight hours. In terms of quality and training, monthly quality checks are 100% compliant, as are quarterly assessments of staff training programsDescribe their project management. Did they deliver items on time? How did they respond to your needs?At the start of the project, the Welsend team and we worked together to develop a detailed project plan that included the project's objectives, timeline, measurable outcomes and key details. And throughout the project, they were able to actively and effectively monitor the progress of the project. Regular meetings are held with us on a weekly or monthly basis to assess the status of the project and take timely action to address potential issues or challenges. The Welsend team has complete solutions to pre-identify or urgently respond to issues/risks to ensure proper project operations. We have been able to maintain very effective communication and exchange with the Welsend team throughout our partnership so that we can raise needs, issues or change requests at any time, via emails, phone calls, regular meetings or an online project management tool. I have always been impressed with Welsend's responsiveness.What was your primary form of communication with Welsend?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Welsend is very detail-oriented and flexible. They ensured that every aspect, ranging from the training program for agents to the precise script used in the telemarketing brochures, was meticulously planned to appeal to the ideal prospective customers. Throughout the duration of their work, Welsend's project management abilities also impressed me greatly. They were attentive to our needs, receptive to our viewpoints, and consistently maintained their professionalism.Are there any areas for improvement or something {provider_name} could have done differently?none --- #### Call Center Services for Government Hotline Team **The Project** - Services: Call Center Services, Commercial Brokerage Services, Corporate Training & Coaching - Project size: Confidential - Project length: June 2008 - Ongoing **Project Summary**: A government hotline team has collaborated with Welsend for call center services. The team provides 24-hour customer service support and is responsible for a particular hotline to professionally handle traffic.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Operations Lead, Government Hotline Team - Industry: Government - Client size: 10,001+ Employees - Review Type: Online Review - Verified **The Review** — Mar 4, 2022 **Feedback Summary**: Welsend has diligently performed their tasks and fulfilled all requirements. The team has consisted of patient, passionate, and brave agents who provide full management support to the company. Overall, they've grown to over 400 people working with the government due to their excellent performance. ""These are a team of lovely, tireless, brave, patient, and passionate agents!"" **BACKGROUND** What does your business do and what is your role at your company? We support public information queries and requests for government services. I am Operations Leader for Section III. **OPPORTUNITY / CHALLENGE** What is the main reason you hired the service provider? We needed 24x7 support by specialized contact center provider. Welsend, with its HQ in Weifang, came in handy with their strength in professionalism, consistency, operational efficiency, and QoS. **SOLUTION** How exactly did the service provider help your company? Welsend provides the facilities, agents, traffic handling and a portion of training in our hotline operations. The facilities of Welsend site, professionalism and reliability of Welsend team, and  the full set of operational management framework and best practices make it a integral extension of the government hotline team. In this relationship I, as Operations Leader, am personally responsible for the 12345 hotline operations and ensure the outsourcing vendor delivers up to all standards. From the service provider’s company, what is the team composition?  Welsend team with us has grown to 400+ people from merely 30 at the beginning 14 years ago, with a full suite of management and supporting resources including project manager, ops manager, floor supervisors, team managers, training manager, quality manager, and trainers. How did you come to work with the vendor?  Welsend won out business by going through the RFx process, though it's a well-known outsourcing service provider with its HQ in our city. We've known Welsend to be a large-scale, well-established, fast-growing enterprise with nationwide footprint. That it has many household brand-names as its clients is proof of its strength. What is the status of this engagement?  On-going and going well! **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? Government services have different requirements from those of business enterprises. The Welsend team has proven themselves to up to it with their willingness to contribute, service mindset, and care of ordinary people. Profitability is obviously not their highest concern to be our vendor! What did you find most impressive about them? These are a team of lovely, tireless, brave, patient, and passionate agents! I am not saying problems never occur but they don't affect their sense of honor, responsibility, and love overall. Are there any areas they could improve? Opportunity exists with attrition though we appreciate the challenge of retening talented and senior agents given the nature of the work. We would like to see more innovation in this regards, especially considring the team are mainly made up of your people. --- #### Call Center Services for Telecommunication Enterprise **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Dec. 2022 - Dec. 2023 **Project Summary**: Welsend provided call center services for a telecom enterprise. They managed outbound calls, promoted the client's offers, carried out customer and market research, and handled activity reports and trainng. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Senior Business Director, China Unicom Shandong Branch - Industry: Telecommunications - Client size: 10,001+ Employees - Review Type: Online Review **The Review** — Feb 25, 2024 **Feedback Summary**: Thanks to Welsend, the client increased monthly sales by 10% and quarterly customer upgrade rates by 5%. They also achieved a 90% resolution rate for customer concerns and 100% compliance with quality checks. Welsend's project management, communication, flexibility, and receptiveness were exemplary. ""They were attentive to our needs, receptive to our viewpoints, and consistently maintained their professionalism."" **BACKGROUND** Please describe your company and position.I am the Senior Business Director of China Unicom Shandong BranchDescribe what your company does in a single sentence.China Unicom is a state-controlled mega telecommunication enterprise with a modern communication network covering the whole country and connecting the world. It mainly operates mobile communication business, fixed communication business, data communication business and so on. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Welsend to accomplish?Offering mobile bundle services and products for salePreserving the loyalty of current China Unicom consumers while increasing the number of new subscribers.Handle outbound calls and address user feedback issues/complaints in accordance with workflows **SOLUTION** How did you find Welsend?Online SearchReferralWhy did you select Welsend over others?Close to my geographic locationPricing fits our budgetGreat culture fitGood value for costReferred to meCompany values alignedHow many teammates from Welsend were assigned to this project?102Describe the scope of work in detail. Please include a summary of key deliverables.Call Activity Reports: including the number of calls, success rates, call duration, customer feedback, and other key metrics, to help us understand the project's performance. Sales Results: mainly sales data, including sales, number of sales contracts and customer upgrades, etc., because the core of our project is to complete the sale of products and services. Effectiveness of promotions: the project involves the promotion of specific offers or activities, and accordingly Welsend will produce data on the participation rate, feedback, and number of successful promotions, etc. Customer & Market Research Data: utilize customer and outbound call information to provide us with customer analysis, market & competitive situation analysis. Training and QC Reporting: provide reports based on staff training, implementation of call quality control measures, and improvement plans to ensure continuous project improvement and compliance with standards. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?To date, Welsend contributed to a monthly increase of 10% in sales for our telemarketing initiative, 5% increase per quarter in customer upgrade rates, increasing the number of customers upgrading existing packages or services. Concerning the rates of issue resolution, it can guarantee that every consumer concern is resolved at a minimum rate of 90 percent within forty-eight hours. In terms of quality and training, monthly quality checks are 100% compliant, as are quarterly assessments of staff training programs.Describe their project management. Did they deliver items on time? How did they respond to your needs?At the start of the project, the Welsend team and we worked together to develop a detailed project plan that included the project's objectives, timeline, measurable outcomes and key details. And throughout the project, they were able to actively and effectively monitor the progress of the project. Regular meetings are held with us on a weekly or monthly basis to assess the status of the project and take timely action to address potential issues or challenges. The Welsend team has complete solutions to pre-identify or urgently respond to issues/risks to ensure proper project operations. We have been able to maintain very effective communication and exchange with the Welsend team throughout our partnership so that we can raise needs, issues or change requests at any time, via emails, phone calls, regular meetings or an online project management tool. I have always been impressed with Welsend's responsiveness.What was your primary form of communication with Welsend?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Welsend is very detail-oriented and flexible. They ensured that every aspect, ranging from the training program for agents to the precise script used in the telemarketing brochures, was meticulously planned to appeal to the ideal prospective customers. Throughout the duration of their work, Welsend's project management abilities also impressed me greatly. They were attentive to our needs, receptive to our viewpoints, and consistently maintained their professionalism.Are there any areas for improvement or something Welsend could have done differently?None --- #### Content Moderation Services for Gaming Company **The Project** - Services: Content Moderation Services - Project size: Confidential - Project length: June 2023 - Ongoing **Project Summary**: Welsend provides content moderation services for a gaming company's social media platforms. They evaluate user-generated content and implement moderation plans to ensure compliance with the client's standards. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** BPO Manager, Gaming Company - Industry: Gaming - Client size: 10,001+ Employees - Review Type: Online Review **The Review** — Oct 19, 2023 **Feedback Summary**: The client praises Welsend's services, which have led to a 99.8% content moderation accuracy. Their error rate is less than 0.2%, further delighting the client. The team's exceptional project management skills have also been commendable. They deliver tasks on time and swiftly respond to requests. ""Welsend's standout quality lies in their commitment to customer satisfaction."" **BACKGROUND** Please describe your company and position.I am the BPO manager of a gaming companyDescribe what your company does in a single sentence.Our company is involved in the development and distribution of online games, as well as online music platforms, intelligent learning platforms, self-owned quality e-commerce brands, information media platforms and email services. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Welsend to accomplish?Conduct continuous 24/7 content audits on the content posted by users on overseas social media platforms to ensure content compliance and ensure that the content posted by platform users fully meets the requirements, so as to provide a safe, compliant and healthy network environment **SOLUTION** How did you find Welsend?Online SearchReferralWhy did you select Welsend over others?Pricing fit our budgetGreat culture fitGood value for costCompany values alignedHow many teammates from Welsend were assigned to this project?20Describe the scope of work in detail. Please include a summary of key deliverables.Content moderation on overseas social media platforms involves 24/7 backend review of content posted by platform users. It strictly adheres to the review standards specified by the partner, evaluating and tagging platform content (text/images). Swift action is taken in response to any violations, categorizing and applying appropriate measures based on the severity of the infringement to ensure that the information shared by platform users complies with the standards set by the partner. Welsend provides detailed moderation strategies and guidelines to ensure that the project execution team is well-informed about the standards, processes, and methods of moderation. This includes time requirements for moderation, the types of content to be reviewed (text, images, videos, etc.), and how to handle different types of violations. Furthermore, Welsend delivers a complete moderation platform and relevant tools for managing and monitoring social media content moderation. This includes user interfaces, databases, automated moderation tools, and the generation of related reports. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Up to now, the accuracy of Welsend in our content review project has reached 99.8%, and the error rate is less than 0.2%, which has a very low missing report rate and false alarm rate. We are delighted with the accuracy of the content classification of the violation content and take appropriate measures for different types of violations.Describe their project management. Did they deliver items on time? How did they respond to your needs?Welsend possesses exceptional project management experience. Their team consistently delivers our moderation requirements on time and swiftly responds to our evolving needs. They adapt project personnel to our needs flexibly, ensuring that any issues that arise are quickly resolved. Welsend always prioritizes our requirements, which has left us highly satisfied.What was your primary form of communication with Welsend?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Welsend's standout quality lies in their commitment to customer satisfaction and their profound understanding of our unique business needs. They excel in addressing issues related to our moderation projects and in their communication and resolution of operational concerns. Whenever we have changes in requirements, Welsend is always quick to respond, transforming our relationship from mere business partners to true collaborators.Are there any areas for improvement or something Welsend could have done differently?None --- #### Call Center Services for E-Commerce Platform **The Project** - Services: Call Center Services, HR Consulting - Project size: Confidential - Project length: Jan. 2019 - Ongoing **Project Summary**: About more than 900 Welsend staff supported 11 lines of an e-commerce platform. These include hotel and restaurant booking, food ordering, wholesales, telesales, and more.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** VP, E-Commerce Company - Industry: Retail - Client size: 10,001+ Employees - Review Type: Online Review **The Review** — Mar 11, 2022 **Feedback Summary**: Welsend has been diligent and impeccable with their deliveries both in quality and efficiency. They have also been effective problem solvers in critical situations. Notably, they have driven KPIs for their platform in a commendable manner. ""Welsend team's diligence, execution, and KPI driving are impressive!"" **BACKGROUND** What does your business do and what is your role at your company? We are the largest eCommerce platform for daily life services including restaurant booking, food delivery, hotel booking, and group buy. I was VP for Customer Service. **OPPORTUNITY / CHALLENGE** What business challenge were you trying to address with the vendor?  As a rapidly growing major eCommerce company of China, we needed staff expansion and the flexibility to handle volume fluctuations. **SOLUTION** What was the scope of their involvement?  Welsend's scope included phone support and online support. Their ability to meet timelines, QoS and communication/coordination were outstanding! From the service provider’s company, what is the team composition? We had a 900+ team at Welsend supporting 11 lines of business such as: hotel-booking, restaurant booking, food ordering, group-buy, telesales, and hotline etc. The staff also includes project manager, ops manager, floor supervisors, team managers, training manager, quality manager, and trainers. How did you come to work with the vendor?  A China national industry association recommended Welsend to us, but they won the business by responding to our RFP. Welsend team's diligence, execution, and KPI driving are impressive! What is the status of this engagement?  Still on-going, no end in sight  **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? Good work at targets understanding, delivery, communication and proactiveness at critical junctures. What did you find most impressive about them? Super diligent, excellent execution, KPI aware, and impeccable delivery (both quality and efficiency). Are there any areas they could improve? We would like to see more proactive and effective communication and feedback-giving. Don't hesitate to tell the client they are being unreasonable, or are putting too much pressure on the supplier. --- #### Call Center Services for Logistics Company **The Project** - Services: Call Center Services, HR Consulting - Project size: $1,000,000 to $9,999,999 - Project length: Oct. 2015 - Ongoing **Project Summary**: Welsend provides call center services for a logistics company. More than 700 of their agents offer online support and hotline handling. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Customer Experience Operations Specialist, Logistics Company - Industry: Other industries - Client size: 5,001-10,000 Employees - Review Type: Online Review **The Review** — Mar 11, 2022 **Feedback Summary**: Welsend offers sincere and proactive efforts to align their culture to the company, which has increased the external team's value in the long run. They have a commendable sense of accountability in customer experience by showing flexibility towards the company's business needs. ""We've seen their proactive effort to align with our culture as a client while maintaining their own cultural strength."" **BACKGROUND** Introduce your business and what you do there.  We are a major logistics and supply chain management company of China, invested by a leading eCommerce conglomerate. I am Customer Experience Operations Specialist, working closely with outsourcing vendors to ensure customer experience targets are met. **OPPORTUNITY / CHALLENGE** What business challenge were you trying to address with the vendor?  We chose Welsend for its reputation of providing first class customer services cost effectively. **SOLUTION** What was the scope of their involvement?  Online support and hotline handling. From the service provider’s company, what is the team composition?  700+ agents at peaks for online support and hotline handling, Project manager, Ops manager, Supervisors, Team managers, Quality Managers and QCs, Training manager and Trainers. How did you come to work with the vendor? Welsend had been an outsourcing vendor for our parent company for ~3 years, who directed us to choose Welsend as our vendor due to their support quality, easy communication and coordination, data security measures and stable delivery. **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? Impressive! Keep up the good work. What did you find most impressive about them? We've seen their proactive effort to align with our culture as a client while maintaining their own cultural strength. I believe this is a key behind the delivery quality. They've truly demonstrated ownership of the business! Are there any areas they could improve? Our expectation is higher than a traditional BPO relationship, as our business is complex and requires flexibility. We hope Welsend can be go ahead of other vendors in terms of customer experience delivery, based on deeper understanding of client's industry and customers. --- #### Call Center Services for Airline **The Project** - Services: Back Office Outsourcing, Call Center Services, HR Consulting - Project size: Confidential - Project length: Oct. 2016 - Ongoing **Project Summary**: Welsend had sent 300 staff members to provide call center services for an airline. These included project managers, operation managers, floor supervisors, team managers and more.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Operations Manager, Air China - Industry: Other industries - Review Type: Online Review **The Review** — Mar 11, 2022 **Feedback Summary**: Welsend can always coordinate seamlessly with the client's service principles. They have also been responsive to requests and accountable with their operations. They continued to work together with superb staffing and quality.  ""We really appreciate the accountability of Welsend team from their ops to top management."" **BACKGROUND** Introduce your business and what you do there.  Air China is one of the big 4 airlines of China. I am the Manager for Operations Management at the Telesales Service Center. **OPPORTUNITY / CHALLENGE** What business challenge were you trying to address with the vendor? What is the main reason you hired the service provider? We needed a solution for staffing resources and operational risk governance. **SOLUTION** What was the scope of their involvement?  Welsend is one of several vendors that we use to support ticket-booking for AirChina by the number 95583. My responsibilities include vendor contract management, daily ops and services, performance evaluation and invoicing. From the service provider’s company, what is the team composition?  Welsend has 300+ people providing phone, email, SMS support, with a full suite of management and supporting resources including project manager, ops manager, floor supervisors, team managers, training manager, quality manager, and trainers. How did you come to work with the vendor? We came in touch with Welsend by colleague recommendation and invited them to join the RFx process to win our business. They have proven themselves with their superior staffing ability and industry leading ops methodology and experience. What is the status of this engagement?  Business ongoing with superb staffing and quality! **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? They can always align with our corp service principles, and coordinate seamlessly with the management team of 95583 (our dial-in #). They are responsive to requests, and good at driving quality. What did you find most impressive about them? We really appreciate the accountability of Welsend team from their ops to top management. Consistently responsive! Are there any areas they could improve? We want to see the Welsend management team to put more emphasis on training and ramp up new hires quicker while ensuring QoS. We look forward to see more Welsend best practice and industry experiences being introduced in to our project! --- #### Customer Service Team Support for Bike Share Company **The Project** - Services: Back Office Outsourcing, Call Center Services - Project size: $1,000,000 to $9,999,999 - Project length: June 2018 - Ongoing **Project Summary**: Welsend has provided customer service team support services for a bike share company. They've handled operations, training, and quality management. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Resource Coordination Manager, Hellobike - Industry: Other industries - Client size: 501-1,000 Employees - Review Type: Online Review - Verified **The Review** — Mar 3, 2022 **Feedback Summary**: Thanks to Welsend's efforts, they've gone above and beyond to deliver the platform. Their transparency and competence have been impressive throughout the partnership. ""The management team is competent and accountable."" **BACKGROUND** What does your business do and what is your role at your company? Having started in the bike-sharing business, we are now in all forms of traveling and other tourism businesses. I am Resource Coordination Manager; my responsibility includes outsourced vendor resources. **OPPORTUNITY / CHALLENGE** What is the main reason you hired the service provider? We needed a one-stop solution for customer service, and Welsend filled in perfectly. **SOLUTION** What was the scope of their involvement? Welsend is required to ensure stability of Hellobike customer service operations by meeting our staffing requirements and quality objectives. From the service provider’s company, what is the team composition?  A team of 200+ people including CSRs and the full suite of management resources: operation, training and quality management. How did you come to work with the vendor? Welsend has been an award-winning vendor for our parent company since 2013. It was recommended to us by our parent company's procurement team. We have since been very satisfactory at Welsend's delivery quality, data security management, and professionalism of the team. Is the project/partnership still ongoing or has it ended? If it ended, when did it end? The business is on-going with no end in sight.   **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? Superior delivery. What did you find most impressive about them? The management team is competent and accountable. Are there any areas they could improve? Hiring capability is an opportunity. --- #### Staffing Support & Analytics for Manufacturing Company **The Project** - Services: Back Office Outsourcing, Call Center Services, HR Consulting - Project size: $200,000 to $999,999 - Project length: Mar. 2019 - Ongoing **Project Summary**: Welsend provides staffing and data analytics services for an electronics manufacturing company. They have provided the support resources and a management team that handles 30 agents. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** General Manager, Manufacturing Company - Industry: Manufacturing - Client size: 10,001+ Employees - Review Type: Online Review - Verified **The Review** — Feb 15, 2022 **Feedback Summary**: So far, the client is satisfied with how Welsend's team manages the project. Their transparency and strong problem-solving skills impress the client. ""They have strong project management capability. They never hide problems or find excuses if there are any."" **BACKGROUND** Introduce your business and what you do there. Founded in 1958 as a home electronics manufacturer, we have grown into a multinational conglomerate of consumer electronics and key electronic components, with strength in both R&D and manufacturing. As General Manager of Customer Service Quality Control I am responsible for quality of service delivered both internally and by outsourcing vendors. **OPPORTUNITY / CHALLENGE** What business challenge were you trying to address with the vendor?  We faced the following 3 major challenges and decided to use vendor to provide a solution: Balance of staffing and workload. Application of industry best practice. Cost effectiveness. **SOLUTION** What was the scope of their involvement?  The scope includes: 1. Staffing 2. Data Analysis Welsend provided strong support to respond to seasonal volume peaks with its strength to meeting aggressive hiring targets. From the service provider’s company, what is the team composition?  The team now has 30 agents, plus management and supporting resources How did you come to work with the vendor? Welsend was recommended to us by an industry association, and went through the RFx process to win our business. The team excelled at execution, being receptive to feedback and driving corrective actions, and reverting with suggestions and business insight. What is the status of this engagement? Excellent relationship; business is on-going. **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? They have strong project management capability. They never hide problems or find excuses if there are any. Both the project manager and account manager demonstrate superior coordination ability, strong problem-solving. What did you find most impressive about them? Professionalism! Are there any areas they could improve? They can go one step higher in Service Level management. --- #### Post-Sales Team Customer Support for Electronics Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Mar. 2020 - Ongoing **Project Summary**: Welsend provides post-sales services for an electronics company. This includes email, SMS, and phone support. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 4.0 **The Reviewer** Contact Center Lead, Electronics Company - Industry: Manufacturing - Client size: 10,001+ Employees - Review Type: Online Review - Verified **The Review** — Feb 15, 2022 **Feedback Summary**: So far, the client is happy with Welsend's team coordination. The team's excellent support has secured their long-term partnership with the client. ""Their coordination and excellent working culture are impressive!"" **BACKGROUND** Introduce your business and what you do there.  Founded in 1987, we are a leading global provider of information and communications technology (ICT) infrastructure and smart devices. We have approximately 197,000 employees and we operate in over 170 countries and regions, serving more than three billion people around the world. My role is Contact Center Lead. **OPPORTUNITY / CHALLENGE** What business challenge were you trying to address with the vendor?  We needed high quality delivery of post-sales services that can meet our flexibility requirements to cope with business fluctuations. **SOLUTION** What was the scope of their involvement?  We needed outsourcing vendor with strength in hotline handling, online support and ecommerce assistance. We chose Welsend by combined consideration of advisor recommendation, industry reputation including various award-winning, and a rigorous process of internal evaluation and comparing. From the service provider’s company, what is the team composition?  Welsend has 600+ people providing phone, email, SMS support, with a full suite of management and supporting resources including project manager, ops manager, floor supervisors, team managers, training manager, quality manager, and trainers. How did you come to work with the vendor? Welsend was recommended to us by industry association, but also went through the RFx process to win our business. We like the seamless coordination with Welsend team!   What is the status of this engagement? On-going. **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? Excellent coordination with us, our favored long-term business partner! What did you find most impressive about them? Their coordination and excellent working culture are impressive! Are there any areas they could improve? We suggest moving further ahead the preparation of first-line management resources.  --- #### Outbound Call Support for Hotel Chain **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Jan. 2022 - Ongoing **Project Summary**: Welsend provides call center services for an e-commerce company. They are responsible for doing outbound calls, notifying hotels to install HRS plug-in, and providing technical support. **Review Rating**: 5.0 - Quality: 0.0 - Schedule: 5.0 - Cost: 0.0 - Willing to Refer: 5.0 **The Reviewer** General Manager, China, HRS - Industry: Hospitality & leisure - Client size: 1,001-5,000 Employees - Review Type: Online Review - Verified **The Review** — Feb 15, 2022 **Feedback Summary**: Welsend continues to support the client's business, providing exceptional customer service. So far, the client is happy with their ongoing engagement with the team. ""They have a competent management team, excellent service quality, and truly a value for investment!"" **BACKGROUND** Introduce your business and what you do there. The HRS Group is a global eCommerce company. With its HRS Global Hotel Solutions brand, HRS is one of the market leaders in the global business travel market and one of the top three hotel portals in Europe. I am General Manager of Hotel Reservation Service (Shanghai) Co., Ltd, in charge of HRS' China operations. **OPPORTUNITY / CHALLENGE** What business challenge were you trying to address with the vendor?  We needed vendor to make outbound calls to notify hotels to install HRS plug-in, and provide technical support to ensure successful installation and usage, as needed by hotels.   **SOLUTION** What was the scope of their involvement? The outsourced scope is to make outbound calls to notify hotels to install HRS plug-in, and provide technical support to ensure successful installation and usage, as needed by hotels. I am responsible for coordination and decision making in the outsourcing relationship. From the service provider’s company, what is the team composition? The team includes: OB agents QC Trainer Supervisor How did you come to work with the vendor? We engaged Welsend by directed procurement, based on their market reputation and our assessment of Welsend's capabilities. We are at the starting phase of the project but have already been impressed by the Welsend team's professionalism, speed of execution, and delivery quality. What is the status of this engagement? On-going with excellent staffing and quality management. **RESULTS & FEEDBACK** How did the vendor perform from a project management standpoint? Fast response, orderly execution! What did you find most impressive about them? They have a competent management team, excellent service quality, and truly a value for investment! --- ## Portfolio & Awards ### Promotional Campaign Support for Electronic Brand Our Challenge One of the world's largest smartphone makers needed a team that could keep up with their temporary scale requirements without compromising the customer experience. We Delivered With our abundant talent pool, we responded quickly and built a project team of 180 reserve managers within 3 days in the face of the pandemic outbreak again. The seed team from 23 sites across the country accounts for 20% and others (80%) were completed by our outstanding recruitment team. We had the first 100 agents in place within 7 days and 800 agents within 40 days. Ultimately, we delivered the best SLA among all LOBs and also achieved a 97% overall employee satisfaction index. ### Work from Home to Support Business Continuity Our Challenge  The team for a multinational e-commerce company was faced with quarantine due to the pandemic, which could severely affect the whole business operation. We Delivered We rose to the challenge as always and made a quick response to enable a stable transition during the pandemic. Welsend rapidly deployed high secure technology, protocols, and policies to ensure customer data protection. 100% of team agents were transferred from work site to WFH within 3 days. The team also maintained high-performance ratings with 0% complaints. More importantly, we were the highest in vendors for the client's customer satisfaction. ### Specialize + Human Touch = Better Business Results Our Challenge A German corporate travel company required a team of sales & marketing experts to support its growing business in China and offer excellent customer experience. We Delivered Our team is composed of mature employees from similar LOB. Through a study trip to the client's workplace, we have a deep understanding of the client's corporate culture and products and services, and quickly integrate into the client's team. Within the first month, we sorted out the business processes and scripts.  We established a one-to-one cooperation mechanism. As the regional manager's assistant, our experts have the access to various resources of client and hotels to promote cooperation as soon as possible. Leveraging Avaya and self-developed software, we help the client realize order transfer, recording, quality management, reporting, etc. With 20 years of operation experience, Welsend delivers standardized services and refined management that meet customers' expectations.   ### Everything in Moderation Our Challenge One of the largest AI and Internet companies in the world required a team of content moderation to support its growing business and enhance brand safety. We Delivered Lean on our talent acquisition experts, we hired qualified natives and trained them via tailor-made onboarding and training programs. As a result, we were able to provide reliable and accurate moderation, fostering a harmonious environment and ensuring a quality customer experience for other users. We also exceed the agreed KPIs on performance for all channels and attain high client satisfaction. Presently, we are supporting the moderation business of all apps owned by the client with all media types, including words, images, and videos. ### Superior Customer Care for Major Automotive Brand Our Challenge A German luxury and commercial vehicle automotive company was looking to outsource its multi-level and multi-dimensional customer service and marketing support services. We Delivered Within 100 days, we completed the transfer of the entire LOBs with 150 people and established a hotline and WeChat business line for the EV.  So far, the team has successfully supported many EV new car launch events. In line with events and online exposure, we collect sales leads through omni-channels, maintain contact with customers, and customize information push for customers, activating and facilitating store entry-test drive-transaction. ### Game Support and Player Recall Our Challenge A video game company needs a service provider to offer hotline service, chat service testing and player journey design, player voice analysis, player recall, etc. We Delivered With our professional operations and management experience, Welsend has built a team of 100 people to respond to all product and process issues and smooth out the call volume peak of the popular game. Indicators exceeded expectations and met the targets. To ensure omnichannel and process consistency, we collect and analyze the voices of closed beta/beta players and agents in real-time, driving process optimization and customer experience. Through chat service testing and player journey design, we helped to launch the chat service - which was highly praised by our client. We also continuously optimize scripts and workflow for player recall to improve the success rate. ### Clutch Awards - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_call_centers_hospitality__leisure_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_call_centers_manufacturing_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_payment_processing_company_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_bpo_company_china_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/global_award_2023.svg) ### Industry Recognitions - 2019 Annual Shandong Excellent Brand (Service) - Advanced Group in Employment and Entrepreneurship - Shandong High-end Brand Incubation Enterprise - 2022 China Best Contact Center Award - 2023 Top 10 Best professional outsourcing in China - 2023 China Customer Contact Center Award - 2020 High-end Brand Cultivation Enterprises - 2023 Best Digital Service Management Innovation - Best Learning Organization - COPC CX Standard for Contact Centers, Release 7.0 - "New" Selection of Good Employer Growth Brands - CMMI Level 5 Assessment Certification - PCI DSS Data Security Standards Compliance - ISO 14001 Environmental Management Systems - ISO 45001 Occupational Health & Safety Management - ISO 9001 Quality Management Systems Certification - ISO 27001 Information Security Management Systems - ISO 22301 BCP Management Systems Certification - ISO 20000 IT Management Systems Certification - China Best Employer 2018-2023 - Top 10 in China's Professional Outsourcing 2023 - China Top 50 Most Influential Service Outsourcing - Aspirant in CXM Services Peak Matrix® Assessment ## Packages ### Customer Service Outsourcing Packages Excellent Customer Service in Manila and China | Feature | Small ($2,000/month) | Medium ($2,000/month) | Large ($2,500/month) | |---------|---------|---------|---------| | Dedicated Agent | 1 | 1 | 1 | | Any Timezone | ✓ | ✓ | ✓ | | Supported Language | English or Mandarin | English or Mandarin | English or Mandarin | --- ## Locations (19) ### Wei Fang Shi, China (Headquarters) - Jian Kang Dong Jie Shandong Contact Center Base - Wei Fang Shi - China - 2001 - 5000 employees - Phone: +86 13065065178 ### Taguig, Philippines - Upper McKinley Road - Taguig - Philippines - 21 - 30 employees ### Cheng Du Shi, China - Tianfu Software Park - Cheng Du Shi 610213 - China - 2001 - 5000 employees ### Rizhao, China - 2nd floor, Telecommunication, West Yantai Road, Qinlou Street, Donggang District - Rizhao 276899 - China - 751 - 1000 employees ### Beijing, China - Jiu Xian Qiao Bei Lu - Beijing 100102 - China - 301 - 400 employees ### Mian Yang Shi, China - Shi Qiao Pu Dong Lu - Mian Yang Shi 621050 - China - 1001 - 2000 employees ### Nan Ning Shi, China - Min Zu Guang Chang Xi Lu - Nan Ning Shi 530000 - China - 501 - 750 employees ### Chongqing, China - Qing Feng Bei Lu - Chongqing 400021 - China - 501 - 750 employees ### Qing Dao Shi, China - Ke Ji Lu - Qing Dao Shi - China - 301 - 400 employees ### Ji Ning Shi, China - Peng Geng Lu - Ji Ning Shi 273511 - China - 2001 - 5000 employees ### Wei Hai Shi, China - Hai Wan Nan Lu - Wei Hai Shi 264315 - China - 501 - 750 employees ### Zao Zhuang Shi, China - Chang Bai Shan Lu - Zao Zhuang Shi - China - 1001 - 2000 employees ### Lin Yi Shi, China - Yi He Lu - Lin Yi Shi - China - 501 - 750 employees ### Dong Ying Shi, China - Min An Lu - Dong Ying Shi 257300 - China - 1001 - 2000 employees ### Chu Zhou Shi, China - Yang Zi Dong Lu - Chu Zhou Shi 239065 - China - 751 - 1000 employees ### Bao Ding Shi, China - Wu Si Zhong Lu - Bao Ding Shi 071051 - China - 201 - 250 employees ### Tang Shan Shi, China - Bo Hai Da Dao - Tang Shan Shi - China - 201 - 250 employees ### Han Dan Shi, China - Lin'an Logistics Park - Han Dan Shi 056600 - China - 201 - 250 employees ### Taguig, Philippines - 24 Upper McKinley Hill - Taguig 1634 - Philippines - 101 - 150 employees ## Contact Welsend [Send a message](https://clutch.co/profile/welsend) ### Connect on Social - [LinkedIn](https://www.linkedin.com/company/welsend/) - [Facebook](https://www.facebook.com/welsendglobalservices/)