Video Game Case Study
A global mobile game developer partnered with Outsource Consultants to replace rigid mega-BPO relationships with a more flexible, culturally aligned support model.
The results: 20% first-year cost reduction, $622K immediate savings, and the top CSAT ranking across seven customer support vendors.
Results
- 20%
- First-Year Cost Reduction
- $7.5M
- Long-Term Savings
- #1
- CSAT Ranking
- 90%
- Productivity Rate
Deliverables:
The Challenge
The client had grown dissatisfied with large BPO providers that lacked agility and cultural alignment. Despite serving millions of players worldwide, the company sought a more personalized CX model that could scale multilingual, non-voice support in Spanish and Brazilian Portuguese while maintaining brand-aligned service standards.
The Approach
Outsource Consultants identified a right-sized BPO partner in Latin America with deep gaming expertise and strong live chat capabilities. OC guided a phased ramp-up strategy, beginning with cohorts of 45 agents and scaling to a total of 348 seats. The engagement focused on aligning the partner’s capabilities with defined productivity benchmarks and multilingual support requirements.
The Outcome
Within the first year, the new CX model reduced costs by 20%, delivering $622K in upfront savings and contributing to $7.5M in total long-term savings. Agent productivity remained above 90%, exceeding the client’s 85% target benchmark. Among seven BPO vendors supporting the client, the OC-recommended partner ranked #1 in both CSAT and agent productivity.
Results:
- 20% First-Year Cost Reduction
- $622K First-Year Savings
- $7.5M Long-Term Savings
- #1 CSAT Ranking
- 90% Productivity Rate
FAQs
- How do I know whether this kind of outcome is realistic for my environment?
If you’re facing cost pressure, vendor fatigue, or inconsistent CX performance, the more relevant question is why those issues exist today. A CX Strategy Call helps you compare your current model against market benchmarks and proven operating patterns, so you can determine what level of improvement is actually reasonable for your volumes, channels, and constraints.
- 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.
- What if our metrics look fine, but something still feels off operationally?
That disconnect is common. Productivity and CSAT can mask deeper issues in customer perception, agent behavior, or workflow design. OC helps translate performance data into operational insight so you can identify whether the issue is execution, tooling, or expectations.
- What if we already have multiple BPOs and switching feels risky or disruptive?
Concerns about service disruptions are understandable. But in many cases, the first step isn’t switching but understanding where performance or cost issues actually sit. OC can help you benchmark existing vendors, identify misalignment or tech gaps, and determine whether targeted changes or a phased transition would reduce risk rather than create it.
