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Ramping player support for a games colossus

When a title becomes more and more successful, games companies need to enhance their support in parallel. See how TELUS International ramped operations for a leading online multiplayer games company.

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improvement in customer satisfaction

geographies included in successful ramp

issues resolved annually on average

Who doesn't like a good power-up? When a leading online multiplayer games company was soaring to new heights, they attracted the attention of players the world over. Keen to establish a superior player experience as they grew, the company sought partnership with TELUS International. Working together, the ramp in player support exceeded the expectations of both their "day ones" and their new fans.

The challenge

Companies strive for growth, but if it happens suddenly, it can come with its share of challenges. As player numbers rise, it's important to ensure that the standard of support doesn't drop. The games company was determined for their player experience to be a differentiator — no matter how quickly they were growing, or where a player was located globally.

The TELUS International solution

Knowing they needed a partner with demonstrable success scaling support operations for leading studios, the games company partnered with TELUS International.

A global player support operation was initially launched from the TELUS International Center of Excellence (CoE) in Sofia, Bulgaria. In only three months, however, it became clear that the company's trajectory called for further ramping of the support function. As a result, operations were swiftly expanded to Plovdiv, Bulgaria, as well as El Salvador, Guatemala, the Philippines and Romania.

At the height of the ramp, the games company delivered a game-changing player experience through the support of approximately 2,000 TELUS International team members around the world.

Key details:

  • Added 2,000 team members across six geographies in three months
  • Delivered support in over 10 languages, including: Arabic, English, French, German, Italian, Polish, Portuguese, Russian, Spanish and Turkish
  • 24/7 support for highest volume languages using multi-site strategy
  • Managed launch of support platforms, including a knowledge base and a ticketing system
  • Offered player support through email ticketing and subsequently expanded to chat
  • Created training material in partnership with the client for a new hire program
  • Adapted training and nesting models for remote work and rapid onboarding
  • Assisted in the creation of a workforce planning model across all languages and vendors
  • Established data-backed practices for optimizing headcount, capable of adapting to trends and projections

The results

TELUS International helped the client scale both efficiently and effectively. The team introduced sophisticated workforce management models, ensuring preparedness to ramp up and down in parallel with emerging needs. Further, at the point of launch, TELUS International dedicated expertise to quality assurance, as well as process design and development — enabling the client for long-term success. The established network brought language support redundancy across multiple CoEs.

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