Case Study Overview

This case study presents EA’s customer support journey with 5CA. By utilizing 5CA’s global talent acquisition, rapid IT deployment, and customized training, they increase customer satisfaction scores and quickly established an agile customer support team, ready to address and anticipate diverse player needs.

33%

faster in transitions than traditional BPOs

20%

increase in average CSAT scores within the first quarter post-transition

85%

FCR rate increased to 85% post-transition, exceeding industry standards

8x

faster in agent onboarding than typical recruitment timelines

25%

quicker in complete agent training than other BPOs 

Introduction

Transitioning BPO vendors is a critical move for any company, requiring a balance between speed, minimal internal disruption, and quality assurance. 5CA’s collaboration with EA exemplifies how these challenges can be turned into a strategic advantage, setting a new benchmark in the industry.

 

 

By leveraging the power of global talent acquisition, rapid IT deployment, and customized training, EA embarked on an exciting transition journey with 5CA.

About EA

Electronic Arts (EA) is a global leader in digital interactive entertainment, known for creating and delivering high-quality games for consoles, mobile devices, and PCs. With a portfolio of acclaimed franchises like FIFA, Madden NFL, The Sims, and Battlefield, EA captivates millions of players worldwide. The company focuses on innovative gameplay and immersive experiences, continually pushing the boundaries of technology and creativity. EA’s commitment to player satisfaction and community engagement drives its ongoing success in the gaming industry.

The Challenge

Known for delivering immersive experiences to millions globally, EA’s next challenge wasn’t in game development, but in ensuring their customer support system was as responsive and engaging as their games. The mission? To transition their BPO services without any disruption in service and handling the support inquiries of their players.

 

 “5CA didn’t just take on a service; they took on our mission to provide unparalleled customer experiences, and they delivered.” – EA Senior Vendor Manager

There had to be a balance between:

Speed

Minimal internal
disruption

Quality
assurance

5CA’s Strategic Approach 

Under the guidance of a dedicated transition manager, 5CA formulated a strategy prioritizing efficient team assembly and rapid technological deployment.

Global Talent Acquisition

The first step was to swiftly recruit a passionate and knowledgeable team. Utilizing 5CA’s global talent network, recruitment was completed 8X faster than industry norms, ensuring a pool of agents ready to embody EA’s commitment to customer service.

Rapid IT Deployment

Following the successful assembly of the team, the focus shifted to establishing each agent’s virtual workspace. The transition manager ensured the work-from-home infrastructure was set up in just 3 days—a process that typically takes weeks—thereby minimizing setup time and ensuring the team could operate efficiently without delay.

Customized Training

With the team in place and their workspaces ready, a comprehensive yet flexible online training program was implemented. Managed by the transition manager, this program enabled new agents to quickly adapt to EA’s standards, achieving operational proficiency 25% faster than traditional methods.

Results

Achieving excellence together

The transition didn’t just meet expectations—it set new standards. Within 9 weeks from the starting point the team was up and running – 30% faster than initially expected and planned! EA’s customer support was enhanced, marked by an increase in customer satisfaction scores and an efficient, agile customer support team ready to address and anticipate player needs.

The Achievements:

Transition is faster than traditional BPOs by 33%
Agent onboarding is faster than typical recruitment timelines by 28%
Virtual workspaces were operational within 3 days
Increase in average CSAT scores within the first quarter post-transition by  20%
First Content Resolution (FCR) rate increased to 85%
Agent onboarding is faster than typical recruitment timelines by 8x

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