Exceeding ramp-up KPI targets with players supporting players
THE CHALLENGE
Our client is a US-based video game company, looking for a new vendor to support its growing business and elevate their player experience. They were aiming to upgrade their personalized service by hiring only native speakers for all markets while also requiring flexible scale-up capabilities to hire talent that can provide premium service through game knowledge.
Our solutions
TDCX Malaysia
Main operations hub given its strategic location and experience in multilingual capabilities.
For-Players-By-Players Concept
Hiring active players for the program to ensure a good fit with the player community.
Cultural Immersion
Immersed with the client to adapt their culture and values therefore living the brand.
Early Seeding
Core team members handled contacts prior to agent ramp.
THE RESULTS
FROM 6 to 250+
AGENTS IN JUST 12 MONTHS OF OPERATIONS
PLANNED 10X
EXPANSION FOR THE FUTURE
EXCEEDED RAMP TARGETS
AHEAD OF SCHEDULE (SLA, QA AND CSAT)
The quest for a GG experience is always possible.
The quest for a GG experience is always possible.
