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)
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.
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.
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.
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.
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.
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.
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.
"They have a competent management team, excellent service quality, and truly a value for investment!"
Feb 15, 2022
General Manager, China, HRS
Mike Ding
Hospitality & leisure
Germany
1,001-5,000 Employees
Online Review
Verified
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.
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.
The client submitted this review online.
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!
RATINGS
5.0
Quality
n/a
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
n/a
Value / within estimates
Willing to Refer
5.0
NPS
Locations (19)
Jian Kang Dong Jie Shandong Contact Center BaseWei Fang Shi, China
2nd floor, Telecommunication, West Yantai Road, Qinlou Street, Donggang District276899
751 - 1000
Jiu Xian Qiao Bei Lu100102
301 - 400
Shi Qiao Pu Dong Lu621050
1001 - 2000
Min Zu Guang Chang Xi Lu530000
501 - 750
Qing Feng Bei Lu400021
501 - 750
Ke Ji Lu
301 - 400
Peng Geng Lu273511
2001 - 5000
Hai Wan Nan Lu264315
501 - 750
Chang Bai Shan Lu
1001 - 2000
Yi He Lu
501 - 750
Min An Lu257300
1001 - 2000
Yang Zi Dong Lu239065
751 - 1000
Wu Si Zhong Lu071051
201 - 250
Bo Hai Da Dao
201 - 250
Lin'an Logistics Park056600
201 - 250
24 Upper McKinley Hill1634
101 - 150
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