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Gamers taking care of gamers

A videogame giant from the Born & Digital industry needed to quickly implement a 100% remote operation with gamer profile agents to support their community. The project was fully structured in stages such as recruitment, selection and training. The training and development process was implemented remotely to ensure employees wellbeing during the Covid-19 Pandemic.

Challenge

Build a fully remote and differentiated operation, hiring the best talent to support our client’s customers’ needs. Apply a training and development philosophy to help them become brand ambassadors and provide gamers with best-in-class CX.

Strategy

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Results

92.3% quality score

4,32/t CSAT

50,000 interactions monitored and moderated on social media/month

5k interactions answered
and manually monitored on external channels,
forums and online communities.​

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