Iceland-based CCP Games is best known for its flagship title, EVE Online. EVE Online is a complex space-based MMORPG with an intricate in-game economy and loyal, entrenched player base. CCP has also published multiple VR action games such as EVE Gunjack and EVE Valkyrie.
CCP began with a couple of internal agents who provided in-game player outreach during those critical moments. They saw results fast. To ramp up and roll out across multiple languages, CCP partnered with 5CA.
CCP needed a way to provide 24/7 player support to its global player base in their native languages. They needed a highly skilled support team fluent in English, Russian, German, Spanish, Portuguese, and French. This led them to search for an outsourcing partner; a search that led them to 5CA.
We started building a support team of Game Masters in our Buenos Aires office, a team that has since grown to 30. They handle most of the tier 1 support tickets, monitor the EVE servers for outages, and manage incoming support tickets on a priority basis, giving players who currently can’t play the game priority over less time-sensitive issues.
The complexity of EVE Online means it takes a long time — around a year — for Game Masters to become fully-versed in the game’s intricacies. CCP needed a highly dedicated and motivated team to take on the challenge.
Before working with 5CA, CCP’s Reykjavik team worked around the clock in shifts with Game Masters present at the office all hours of the day. Outsourcing the tier 1 volume allowed CCP to let their in-house support team work the same hours as the rest of the Reykjavik office. 5CA is now training the team to handle more complex tier 2 volume.
Our team now handles most of the tier 1 support volume around the clock, monitoring game servers for any outages or issues. With our help, CCP can now prioritize cases and ensure all their players can play at all times of day.
Since collaborating with 5CA, CCP has seen:
– Customer satisfaction scores (CSATs) at an all-time high
– Faster response times from an emptier backlog
– Priority-based case handling based on urgency
– Improved team cohesion and morale from Game Masters working the same schedule
