Common Doubts About Outsourced Support Teams (and how you can use doubts to find the perfect team)


Common Doubts About CS

Use your doubts about outsourced support to find a team that’s perfect for you.

In the mobile gaming world, it takes weeks to win over a user, and only seconds to lose them. That’s why support is so integral to mobile games in a way that it isn’t anywhere else.

That is the primary reason why it is a difficult decision to trust a part of your process to an outside team. It’s like trusting your five month old baby to a random passing guy in a suit. There will always be questions about security, quality, and if these people are as dedicated as you are to your hard-won user base.

These doubts can’t be avoided, and shouldn’t be.

You can use these doubts to be able to systematically root out a good outsource support team versus someone who will not benefit your game. Here are some questions you can ask yourself using your concerns as the starting point:

Your concern:

It’s very hard to ensure that the quality of support given for your game is in line with what you want it to be. Will the team reply within 24 hours? Do they approach an issue the same way you do? Can they provide fixes in an ordered and efficient way?

Work with an outsource team that is:

An outsource company that has intensive training included in their setup process. This isn’t just knowing your support process, but the ins and outs of your game so well that they can play it with their eyes closed. Some outsource companies have regular “game days” so operators are familiar with where the problems come from in the game, and the context players are coming from, (and also, to blow off some steam).

Your concern:

An outsource support team can be on the opposite end of the world. Mistakes are harder to track and correct when literally a continent lies between you and your support team.

Work with an outsource team that is:

Look for an outsource support team with a process that includes cross checking. Also, a team with a supervisor or team leader instead of just a team of agents ensures that there’s someone at the last leg of the process who makes sure that tickets are answered correctly. This supervisor will be you in an alternate reality where you were born in Asia instead of in, let’s say, Europe.

Your concern:

You used to have an inhouse tool for support that you’re not sure the outsource support team will be open to using. Most outsource companies already use a tool of their own, or are in a partnership with a helpdesk tool.

Work with an outsource team that is:

Again, look at their setup process. You should look for a company that’s flexible enough to allow extra training for their agents to learn your tool.

Your concern:

It’s hard to monitor a third-party team, it will never be like having your own support team in the same room as you.

Work with an outsource team that is:

Look for an outsource team that operates on relevant performance and operational based metrics. Don’t settle for vanity metrics, and look for actionable ones (Average Handling Time, First Contact Resolution Rate, and Response and Resolution Rates).

Still have more concerns and doubts about outsourcing your support team? Share them in the comments below!

OR if you’re not sure whether you should outsource or keep an inhouse team? Tell us about your problems, and our support consultant will give you recommendations and possible partners for your situation.
If setting up a specialized team seems to be too much trouble, here are 3 reasons why you would want to give your players the best support possible.

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