Players don’t file a ticket and wait patiently. They post about it.
Game support is unlike almost any other queue. Volume doesn’t arrive steadily; it spikes at launch, at every patch, and every time a server goes down at 2am in a time zone where your team is asleep. The issues range from a billing dispute to a corrupted save file to a player reporting harassment, and the same agent may see all three in an hour. Get it wrong and the complaint doesn’t stay in your helpdesk. It ends up on Reddit, in a Discord, or in a review that other buyers read.
That’s why studios and publishers of every size run player support through specialist partners rather than building it in house. The right partner already has agents who understand platform-specific troubleshooting, community norms, and the difference between a frustrated player and a genuine safety issue. They scale up for a launch window and back down afterward, without you carrying the headcount through a quiet quarter.
Coverage matters as much as capability. Games are global from day one, which means overnight support and multiple languages aren’t a later phase. They’re table stakes. A good partner covers your player base wherever it actually is, across email, live chat, and in-game channels.
Finding that partner is the hard part. Plenty of contact centers will say they do gaming. Far fewer have run a launch, moderated a community, or handled a chargeback dispute on a free-to-play title.
That’s where we come in. We score 300+ vetted BPO partners on 100+ performance data points, including gaming support experience, community moderation track record, and how they hold up under launch-window volume. We track 500+ heavily vetted AI and CX technology solutions alongside them, which matters here because player support lives inside your helpdesk, your account systems, and increasingly your automated triage. Every partner in our network operates under identical commercial terms with us, so our bias is to the ones that perform, not the ones paying for placement. Zero cost to you.
Outsourcing Case Study: Video Game Creator Sees Top Performance from Mid-Market BPOs
Learn how a major video game company cut costs and improved performance with a middle-market outsource call center.
Video Game Call Center Services
Commonly Outsourced Tasks in the Video Game Industry
Our call centers routinely provide the following services:
- Helping players create and manage accounts
- Processing in-game purchases and subscriptions
- Managing technical game issues
- Monitoring community forums and moderating player behavior
- Collect customer feedback for use in future game development
- Supporting mobile apps and devices
Outsource Call Center Services
Our BPOs have Video Game industry experience in inbound and outbound services like:
Call Center Compliance
We understand that you often require agents with certain certifications. We have call center partners who hold certifications and licenses in the following areas:
- PCI DSS (Payment Card Industry Data Security Standard)
- TCPA (Telephone Consumer Protection Act)
- COPPA
