Case Study Overview

This case study explores how a large gaming studio transformed its customer support by partnering
with 5CA. Through a rapid, globally coordinated transition, 5CA significantly enhanced the studio’s
support operations, achieving faster training, global hiring flexibility, and superior customer
satisfaction—all within an accelerated timeline.

9

Week Transition Completion

33%

Faster Than Traditional BPO’s

20%

Increase in Average CSAT Scores

25%

Faster Training

8X

Faster Agent Onboarding

Introduction

Switching vendors in player support is no small feat, especially for a large gaming studio serving millions
worldwide. The studio needed a rapid, seamless transition of its BPO provider without compromising support quality or continuity.

 

With only 12 weeks to transition a team of 100 full-time employees, the objective was ambitious and demanded meticulous planning. The studio chose 5CA as its partner, trusting their expertise in gaming customer experiences, agile training methods, and rapid deployment to ensure a smooth handover that would maintain—and even elevate—their player support standards.

The Challenge

Known for delivering immersive experiences to millions globally, this studio faced the challenge of a rapid transition—requiring minimal downtime and a high level of service quality for their global player base. The goal was to not just switch vendors but to enhance the overall support experience, all within a constrained timeline.

There had to be a balance between:

Speed

Minimal internal
disruption

Quality
assurance

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

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

5CA’s global hiring strategy allowed for a larger talent pool, reducing the time needed for recruitment and enabling a better match of skills and experience with the studio’s requirements.

Rapid IT Deployment

5CA set up virtual workspaces in just 3 days, drastically reducing the setup time compared to traditional setups, which often take weeks.

Customized Training

Utilizing 5CA’s specialized knowledge in gaming customer experiences, customized training modules were created, facilitating faster onboarding and proficiency.

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! The studio’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:

Week Transition Completion 9
Faster Than Traditional BPO’s 33%
Increase in Average CSAT Scores 20%
Faster Training 25%
Faster Agent Onboarding 8x

Fill out this form to receive the full report today!

Thank you for your interest!

Check out the full report, or contact us for more information or questions.

Read the full report

5CA is a global outsourcing partner providing remote customer support from specialist agents with a genuine passion for your brand.

Learn more about 5CA