Case Study: a mobile games development company achieves over 83% player satisfaction with TELUS International

Over 80% agent engagement contributes to over 80% player satisfaction

The mobile games development company, a creator of popular free-to-play games, faced the challenge of rapidly scaling its player support team to manage its growing user base while maintaining high agent engagement and team integrity. They partnered with TELUS International to implement a scalable, multilingual customer experience solution for player support via email and anti-fraud activities.

TELUS International implemented a solution focused on hiring passionate gamers and cross-training them to support multiple titles, all while fostering high team engagement through benefits and a positive work culture. This resulted in a sustained agent engagement rate of 88%, which directly contributed to a player satisfaction score of over 83%. The partnership also enabled the successful launch of three new game titles and a significant expansion of Trust & Safety operations.