GAMING1 is a number one Belgian operator of on-line and land-based playing, dedicated to offering a novel gaming expertise by being current solely in regulated markets. They place their accountable gaming coverage on the coronary heart of their company technique and commit to making sure the best potential security for all shoppers.
Gaming1 combines a number of personal and accomplice manufacturers within the totally different international locations whereby they function. They need to provide a novel gaming and leisure expertise, whether or not on-line or offline, making it secure and accountable; and their ambition is to turn out to be a world reference, offering a enjoyable and modern omnichannel expertise for gamers, companions, and staff.
Based 30 years in the past in a Belgian metropolis known as Liège, it now enjoys a world presence and has been named the High Employer in 2022 and 2023. With a portfolio of robust native and worldwide manufacturers in 7 international locations and over 1600 staff, the GAMING1 workforce has loads of learnings to share.
We talked to Michelle Schmidt, Buyer Service High quality Assurance & Coaching Officer, and Sarah Maddio, Danger & Fraud Staff Chief, to research how they make their operations run and the way Kaizo helps them obtain success.
Kaizo for GAMING1 in 5 seconds
For GAMING1, Kaizo has turn out to be the go-to device for managing their giant assist workforce, guaranteeing high quality service, enhancing efficiency, and giving everybody the motivation to try for higher efficiency outcomes.
The workforce has discovered Kaizo to be an intuitive and easy-to-use device that makes it simpler to course of a big quantity of tickets whereas having a great view of the metrics individually.
Going past QA
Offering nice customer support was all the time a matter of precept for the GAMING1 workforce, they usually had been fairly profitable at it. However what for those who can go from good to nice?
That’s what they thought, and began on the lookout for methods to optimize ticket processing, make agent analysis extra detailed and environment friendly, and increase development and engagement. They determined to discover a device that might be totally built-in into Zendesk however may present extra superior options, like suggestions sharing and gamification.
That’s how they found Kaizo.
Bettering on all counts
With this new device beneath their belt, GAMING1 upscaled their knowledge processing, elevated agent motivation and engagement, shortened assist supply occasions, and improved buyer satisfaction, making a top-down and bottom-up tradition of transparency in high quality and efficiency.
Inside only one yr, from 2021 to 2022, their CSAT went from 70,45% to 77,65%, whereas their high quality evaluation charge went from 78% to 82%.
With these outcomes as their observe document, the workforce has now got down to attain a 90% high quality evaluation charge in 2023.
And whereas a CSAT of beneath 70% is already spectacular for gaming companies, GAMING1 managed to leap far above that, in accordance with the corporate’s NPS surveys.
“Kaizo provides Teaching Playing cards that permit every agent to bear in mind the procedures and to ensure a whole follow-up on every of them. The coaching is thus ensured constantly because of the supervision of the High quality Assurance & Coaching officers and the functionalities of the Kaizo device.”
Michelle Schmidt, Buyer Service High quality Assurance & Coaching Officer
Multiplying effectivity and proactiveness
Considered one of GAMING1’s major objectives was to scale operations and enhance ticket processing numbers.
Inside a short while, they managed to realize that. Having rated 5 tickets per quarter per agent again in 2021, they’re now at 10 tickets per quarter per agent. Since it’s simpler to guage brokers regularly, the standard of particular person and collective work stays at a continuing stage of progress right here, too.
Between 2021 and 2023, ticket processing went up by 50%.
For sure, GAMING1 has gone a good distance in remodeling the way in which assist is delivered throughout the gaming sector, however having reached so many milestones they’re now after a much bigger objective — reinventing the worldwide gaming expertise.
We’re thrilled to see their development and can you should definitely sit in our cheerleader seat, watching and aiding them within the journey!
