The interactive entertainment industry is one of many booming markets that rely on call center service providers for game development and consumer support needs.
The sector has been shaping outsourcing capitals into game dev hubs by sending game-related tasks there. Among those top destinations is the Philippines.
The Philippines found its niche in the outsourced services business, making it one of the top destinations for processes beyond game design and development. Philippine call centers have been handling gaming accounts for digital entertainment companies. These firms are seen to combine with the outsourced game development sector to reach $1 billion worth in the next decade through these outsourcing services provided to gamers:
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Multilingual Customer Service
Support representatives experienced and interested in gaming are preferred for this task. Call center service providers address a wide variety of customer concerns involving gameplay, rules, membership, in-game purchases, game interface, functionality, and merchandise. With gaming’s worldwide popularity, companies must provide multiple language options to make sure nothing is lost in translation. This boosts customer satisfaction and helps ensure brand loyalty and customer retention.
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Multichannel Technical Support
Players rely on the tech support team for technical concerns related to their games, gaming consoles, and even third-party services and devices. Tech support programs train representatives to ensure they have an in-depth understanding of the gaming console and its functionalities, integrations with other service providers, and how they can adequately relay instructions to gamers via the phone, live chat, or email.
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Content Moderation
Content moderation from trusted call center service providers ensure the accuracy and quality of content being published on gaming companies’ websites, social media pages, blogs, forums, and any online communities.
Content moderators filter user-generated text, video, audio, and images to keep out spam, indecent images and videos, and illegal content. This helps gaming brands keep a spotless reputation, drive user engagement, prevent fraud, and protect users from offensive and incorrect information.
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Data Entry and Management
Gaming generates a massive amount of data, from in-game statistics to consumer details that need to be compiled, maintained, authenticated, and stored. These are critical pieces of information gaming companies need to develop business decisions and strategize their marketing and sales approaches.
Given the sensitive nature of data, partnering with a call center service provider with a comprehensive data security strategy is crucial. It’s best to inspect your prospects’ information security policies and solutions, data backup plans and services, and data security certifications and compliance.
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Translation and Transcription
Localizing content is necessary for any business that caters to multiple markets, even more so for the interactive entertainment industry. Its revenues are expected to reach $365.60 billion this year, and it’s not showing any signs of slowing down, as it is projected to reach $482.30 billion by 2027.
Gaming companies must continue to market, engage, and support their global audience with localized marketing and social media content. Outsourcing to call center service providers for their multilingual content translations and audio/video-to-text transcriptions prove valuable in delivering your gaming brand’s message and cultivating your global consumers in the languages they speak and in culturally appropriate ways.
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Billing and Sales
With the help of call centers, gaming companies can efficiently process payments for subscriptions, memberships, and in-game and real-world accessories and merchandise. They are also gamers’ frontline defense against potential fraud and account hacking , receiving intrusion reports from customers and escalating them to the proper departments for resolution. With the prevalence of digital theft on gaming platforms, only entrust your clientele and their online transactions to a call center with multiple layers of information security solutions and certifications is paramount.
There’s no stopping the gaming industry’s massive growth. And it can benefit from high-quality solutions from call center service providers. This gives players a better gaming experience, so consider the expertise of the outsourcing location to ensure that the services are of excellent quality.
Only a trusted player in the outsourcing industry can help gaming companies, with their specific goals and needs, in enhancing the gamer experience. Let Open Access BPO and our array of 24/7 multilingual, multichannel solutions be that premier customer experience partner for you.
Contact us today, and let’s customize a call center outsourcing program and your customers from in-game and online to the real-world.
