Case Study: Social Games Company levels up player experience with TELUS International

How program enhancements leveled up the player experience for a social games developer

TELUS International provided comprehensive customer support services for a social games company seeking to level up its player experience. The client required enhanced support operations to meet the demands of its diverse, global player base across multiple channels and languages.

The solution from TELUS International involved implementing several strategic program enhancements, including refined agent responses, a CSAT improvement plan, and upskilling team members for a new VIP sales queue. These initiatives led to significant results, including a 97% quality score, a 3.99 out of 5 CSAT score, and 100% growth in the sales queue, demonstrating a strong return on investment for the client.