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Video Game Creator Sees Top Performance from Mid-Market BPOs

Outsourcing Case Study - Video Game Creator Sees Top Performance from Mid-Market BPOs

Video Game Creator Sees Top Performance from Mid-Market BPOs

Industry Gaming
Outsourcing Region Nearshore
Languages English, Spanish, Portuguese
Services Voice, Chat, Email
Outsourcing Case Study - Video Game Creator Sees Top Performance from Mid-Market BPOs

The Challenge

Our client, a leading global video game creator, was partnered with several of the largest BPO providers in the world to provide in-game messaging support to gamers. They were unsatisfied with their current providers’ lack of quality and were looking for a provider that can provide more personal attention along with better alignment with their culture.

The client wanted a high-performing and scalable nearshore partner to provide in-game player support services in several languages including English, Spanish, and Portuguese. They hoped to find a middle-market BPO contact center that would provide the desired scalability while also meeting all their key requirements and desired levels of performance.

Results

#1
CSAT Score Ranking
16%
Hourly Cost Reduction
#1
Agent Productivity Ranking
+200
Agent Growth From Pilot
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