The interaction between customers and companies is important for the quality of service consumption, especially in the gaming industry, where the duration of the game may require constant communication. Customer support is important for online games and services with player communities. This provides support to players during the game and promotes active communication between them.
Experience of the contact center A.R.C.E. with game projects: Wargaming case
Among our many game projects, the case of cooperation with the company Wargaming is the most revealing and informative, so the vast majority of information is based on this experience.
In our experience with game projects, there are three main categories of requests: requests related to the game itself, requests related to technical difficulties, payments, and account. Therefore, we divide agents with different skill sets into these categories according to tasks.
Therefore, it is structurally correct for the game project to consist of three directions:
Game Department
In this department, agents deal with inquiries about the rules of the game. The main requirement for an agent is to have extensive playing experience in this game and developed communication skills.
Technical Department
Specialists need to carefully process technical appeals. In this case, gaming experience is needed a little less, and the main attention is focused on knowledge of computer operation.
Account Department
Agents are not required to have gaming experience, but professional attention to detail is required. After all, he will work with information that is potentially related to finances.
As you can see, different tasks require people with appropriate skills and experience, which is why we divided them into three areas.
First, potential agents must pass a test, the content of which varies by department. In the event of successful completion, candidates are then invited to an interview with the managers of A.R.C.E. and with representatives of the customer.
Recruitment: our vision
In our opinion, the main channel for attracting agents should be the game brand.
Most contact center candidates are not suitable for game support projects, since the most important criterion for team selection is the existing gaming experience.
It is possible to acquire it after the candidate is hired to work on the project, but it takes a lot of time, and does not always lead to the desired result.
Therefore, the only and most effective way is to search for and select agents among the audience of the game itself. After all, we cannot select people for game projects in the same way as we do for others, because we need people with specific skills and requirements (which were mentioned earlier).
Therefore, to find the right people for the team, we use various communication channels, including game forums, as well as targeted advertising. It appears precisely to those who visited the site of a certain online game.
In A.R.C.E., we love video games and everything related to them. But, unfortunately, we do not develop them. On the other hand, we are good at providing excellent customer support for those who develop and release them, so get in touch!
