Welsend

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 sale
• Preserving 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 Search
• Referral

Why did you select Welsend over others?

• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Welsend were assigned to this project?

102

Describe the scope of work in detail. Please include a summary of key deliverables.

1. 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. 
2. 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. 
3. 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. 
4. Customer & Market Research Data: utilize customer and outbound call information to provide us with customer analysis, market & competitive situation analysis. 
5. 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 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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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

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.

BACKGROUND

Please describe your company and position.

I am the Senior Business Director of China Unicom Shandong Branch

Describe 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 sale
• Preserving 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 Search
• Referral

Why did you select Welsend over others?

• Close to my geographic location
• Pricing fits our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Welsend were assigned to this project?

102

Describe the scope of work in detail. Please include a summary of key deliverables.

1. 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. 
2. 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. 
3. 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. 
4. Customer & Market Research Data: utilize customer and outbound call information to provide us with customer analysis, market & competitive situation analysis. 
5. 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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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

BACKGROUND

Please describe your company and position.

I am the BPO manager of a gaming company

Describe 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 Search
• Referral

Why did you select Welsend over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Welsend were assigned to this project?

20

Describe 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 Meeting
• Email or Messaging App

What 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

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.

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.

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!

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.

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:

1. Balance of staffing and workload.
2. Application of industry best practice.
3. 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.

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.