The gaming division of a multinational technology company engages us to rapidly scale their growing support services operations.
SITUATION
Our client was in the process of releasing two new gaming series titles and four major gaming releases within a timeline of nine months. They needed a way to stand up and scale their program quickly while providing high quality customer service to their growing player base. We partnered with them to scale a Player Support & Moderation team in our Client Delivery Center in Bellevue, WA.
SOLUTION
We deployed our Support Service Center solution to design a team that could provide customer support and moderation to all players, regardless of platform or title. We enlisted an Author to create and document processes for Agent training as well as content writing for the player-facing Help Site, which aided in case deflection. We also worked with our client to create a Launch Readiness Plan for future releases.
Improved CSAT by 40% and 200% Increase in Case Load
RESULTS
The Customer Support operation’s case load has tripled throughput while improving the player experience, raising CSAT by 40% over six months. Our team has been able to keep up with extreme volume spikes, including a 100% increase in ingestion month-over-month due to COVID-19. The operation has matured and allowed for agent specialization and project teams. Today, we are adding layers of automation, triggers, real-time knowledge base integration, and self-solving frameworks to continue improving program efficiency.
