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Video Game Creator Sees Top Performance from Mid-Market BPOs

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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

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

CSAT Score Ranking

Hourly Cost Reduction

Agent Productivity Ranking

Agent Growth From Pilot

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