TTEC helps strike the right balance of expert support, proactive solutions, and workforce improvements
GAMING CLIENT IN FOCUS
Proactive partnership levels up gaming brand’s CX TTEC helps strike the right balance of expert support, proactive solutions, and workforce improvements
Overview
Gaming brands have unique needs and challenges when it comes to delivering customer support. There are multiple volume surges throughout the year when new games or devices launch, and a tech-savvy customer base expects to have quick self-service support options at their fingertips. A volume surge is what first led a video gaming company to TTEC. After facing a sudden influx of customer inquiries, associates were struggling to keep up with a growing backlog and customer experience (CX) suffered as a result. More than 14 years later, we’re still the global brand’s go-to problem solver when CX issues arise, but we’ve deepened our relationship to become a true partner – combing through data, flagging potential issues, implementing proactive solutions, and even guiding the brand as it reimagines its workforce model.
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Flexible scheduling boosts employee engagement and performance
Outsourced support makes quick work of managing volume surge
When the company first reached out to TTEC, its support team was having difficulty keeping up with mounting customer interactions. The brand’s gaming systems included handheld controllers and many customers complained that when they played certain games, the controller would slip out of their hands, sometimes damaging the controller and household items. The company decided to send all customers wrist straps for the controllers, but its in-house team needed help managing that process.
TTEC provided the associates needed to handle customer inquiries related to the controllers, and we oversaw the logistics of quickly sending wrist straps out to customers. We began by providing 20 full-time-equivalent associates, but that number grew as volume surged. Based on that success, we continued to help the company deliver support to gamers during volume surges, including providing 1,300 associates during the pandemic in 2020.
Because of our longstanding relationship and the trust we’ve earned over the years, the company recently became the first brand to pilot our FlexEX program . The flexible scheduling solution incentivizes associates to perform well and lets employers tap into a broader talent pool. With FlexEX, the top-performing 15% to 30% of associates get the first choice of which shifts they want to work. They request certain shifts, in order of preference, and once their shifts are set, the schedule opens up to the broader pool of associates. FlexEX also gives associates more
freedom around how they structure their shifts (within parameters set by the employers). An associate may opt to work one hour in the morning, for instance, and complete the remainder of the shift in the afternoon and evening. Employees can set the schedule that best meets their individual needs. This type of workforce scheduling model marks a major shift for most brands, but the company trusted TTEC – and the decision paid off quickly. The client started by shifting 15% of its staffing to the FlexEX model in December 2022 and now has 100% of its associates using it.
100% calibration
100% adherence
100% of associates using FlexEX
Improved CSAT
Exceeded quality goal by 6%
RESULTS
RESULTS
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Elevating CX, now and in the future Our work with the company is far from done and our relationship keeps evolving. Our associates feel as though they’re an extension of the brand. The client has provided us with every gaming console it’s ever made, so our team members can experience them for themselves. It also gives our associates early access to new games before they’re released to the public. All of this means our associates are ready to quickly provide knowledgeable answers to customers’ inquiries. When players contact our support team, they’re interacting with associates who truly understand their gaming joys and frustrations, and who have the expertise to help. We examine CSAT and DSAT data daily and report back to the client on what’s working and what’s not in the contact center. We’re also continually monitoring and discussing KPIs with the company, ensuring we always have a clear understanding of what’s important, what the goals are, and what’s next.
Customized, proactive solutions improve CSAT
Over time, our partnership with the client deepened; we dove into the company’s data and learned the ins and outs of how its contact center worked day to day. This perspective enabled us to identify roadblocks the company wasn’t even aware of yet, and to offer proactive solutions to overcome those challenges. One area we’ve focused on is how the company handled refund requests, particularly in the chat channel. We analyzed 90 days’ worth of data and noticed that refund requests, such as when downloaded video games weren’t compatible with devices’ software, consistently impacted customer satisfaction (CSAT) and dissatisfaction (DSAT). We examined the client’s existing refund process and found that refund inquiries that started via chat often escalated to voice and then onto to back-office support, requiring as many as three or four employees to resolve an issue. Based on our findings, and by looking at pain points in the customer journey, we suggested workflow and back- office improvements that enabled customers to resolve refund inquiries
with just one contact. We also advised the company to add wording to its online game shop that warned customers when they’re about to buy a game that wasn’t compatible with their software. We expect our recommendations, recently implemented, to decrease DSAT and improve CSAT. We’ve also advised the company to pay closer attention to DSAT overall when it comes to chat. TTEC monitored associates’ interactions with customers and provided a daily dashboard to the client detailing positive and negative customer experiences. With this information, the client proactively made better-informed decisions and changes as needed. The dashboard noted problems, such as too much “dead air” during a chat, but also offered solutions, like urging associates to keep customers informed about what they’re doing throughout the chat conversation to avoid lulls. This system also integrated associate coaching when needed.
Contact us to learn more
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TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest, global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next gen digital and cognitive technology, the Company’s Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company’s Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company’s singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company’s nearly 65,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at ttec.com . About TTEC
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