CCP Games

CCP Games & 5CA

Read how 5CA helps CCP Games support a worldwide community of extremely loyal players in a highly complex online universe.

 

The Challenge

Iceland-based CCP Games is best known for its flagship title: EVE Online, a complex space-based MMORPG with an intricate in-game economy and entrenched player base. Aside from EVE Online, CCP Games has also published multiple VR action games: EVE Gunjack and EVE Valkyrie.

CCP was looking for a way to provide 24/7 player support to its global player base in their native languages. The need for a highly skilled support team fluent in English, Russian, German, Spanish, Portuguese, and French led CCP to search for an outsourcing partner. That search led to a collaboration with 5CA.

In 2014, 5CA started building a support team consisting of 5 Game Masters in the Buenos Aires office, a team that has since grown to 30 Game Masters. The team now handles most of the tier 1 support tickets, monitors the EVE servers for any outages and issues and manages the incoming support tickets on a priority basis, giving players who cannot currently play the game priority over other, less time-sensitive issues.

5CA's solution

1

Tier one player support

The 5CA team handles most of the tier one support volume around the clock.

2

Priority case management

Cases where players are unable to play are handled first

3

Server monitoring

The 5CA team continuously monitors CCP’s game servers for any outages or issues

The complexity of EVE Online means it takes a long time for a Game Master to be fully versed in the intricacies of the game – around one year – so a highly dedicated and motivated team was needed to take on this challenge.

Before working with 5CA, CCP’s Reykjavik team was working around the clock in shifts with Game Masters being present in the CCP office at all hours of the day. Outsourcing the tier 1 volume allowed CCP to let the in-house support team work the same hours as the rest of the Reykjavik office.

Just a few years later the 5CA team has grown and is training to be able to handle more complex tier 2 volume. CCP’s CSAT scores are at an all time high and the backlog has never been as empty meaning customers get a response much faster than before.

The results

  • Improved CSAT – CCP’s Customer Satisfaction scores are at an all-time high since the start of the collaboration between CCP and 5CA.
  • Faster response timesCCP’s backlog has never been emptier meaning players receive faster responses to their questions.
  • Priority-based case handlingSupport cases are now handled based on their urgency. Players with urgent issues, such as being unable to access the game, are helped first.
  • Improved team cohesion CCP’s Reykjavik team no longer works around the clock in shifts allowing all Game Masters to work the same schedule and attend meetings, improving team cohesion and morale.

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