Video Gaming Case Study
A global gaming company partnered with Outsource Consultants to improve support performance while maintaining service quality across a complex, multilingual environment.
The results: 50% cost reduction and $12M in total savings.
Results
- 50%
- Cost Reduction
- $12M
- Total Savings
- $3M
- First-Year Savings
- 91%
- Agent Satisfaction
Client:
Global Gaming Company
Industry:
Video Gaming
The Challenge
A global video gaming company faced mounting support costs and needed a partner that could match their culture and performance standards. They required omnichannel, multilingual support with seasonal scalability.
The Approach
Outsource Consultants delivered a vetted partner strategy. This included introducing a second BPO partner to create competitive performance gains.
Agents were matched to the brand with fluency in English and Spanish, with scalability for additional languages. Training was streamlined to maintain product expertise while reducing ramp time.
The Outcome
The model achieved a 50% cost reduction, including $3M saved in year one and $12M in total savings over four years.
Within the first month, agents reached a 91% satisfaction score, above the internal benchmark.
Service quality was maintained while performance metrics improved.
Results:
- 50% cost reduction
- $3M first-year savings
- $12M total savings
- 91% agent satisfaction in first 30 days
FAQs
- How do I know if a multi-BPO strategy is right for my organization?
A multi-partner model is most effective when performance variability or scale is a concern. It introduces competition and flexibility, but only works if governance and KPI alignment are clearly defined.
- How do you maintain brand consistency across multiple BPOs?
Consistency comes from strong onboarding, shared training standards, and ongoing QA. Aligning all partners to the same KPIs and customer experience expectations is key.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
- How long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
