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The gaming industry is booming, with global revenues expected to exceed $268.8 billion by 2025. With this exponential growth comes the need for efficient operations, exceptional customer support, and robust technical infrastructure.
Partnering with business process outsourcing (BPO) providers allows gaming companies to leverage cutting-edge solutions tailored to their needs, empowering them to deliver unforgettable gaming experiences.
Keep reading to learn about BPO in the gaming industry and how it can support business success!
BPO’s transformative role in the gaming industry
BPO has evolved from a cost-saving measure into a strategic partnership that drives innovation and efficiency. What is BPO’s role in the gaming industry?
For starters, it brings efficiency and innovation to various functions, from customer support and game development to player engagement. BPO companies also provide access to specialized expertise and cutting-edge technologies to help gaming companies thrive in a competitive landscape.
Here’s a closer look at BPO’s critical role in gaming:
Enhancing customer support
Exceptional customer support is the cornerstone of player satisfaction and loyalty. Users need assistance with various issues, from account recovery to troubleshooting technical glitches.
However, a concerning survey revealed that only 53% of gaming companies worldwide have a readily accessible email address. Of those, 76% ignore a simple customer service email asking for a game recommendation. This gap in customer support can lead to player frustration and engagement loss.
BPO providers offer 24/7 multilingual support, ensuring global players receive timely and accurate assistance. They also deliver consistent, high-quality service across multiple channels, such as live chat, email, and phone.
Gaming companies can maintain high-level customer support by outsourcing customer support without increasing their in-house overhead costs. BPO companies deploy skilled and experienced agents on a contract basis.
Streamlining game development
Game development is a complicated, multifaceted process that demands creative vision and technical expertise. The stakes are higher than ever with more advanced modern games, particularly AAA titles. The average AAA game now costs between $60 million and $80 million to develop, with some blockbuster titles exceeding $100 million.
These figures reflect the game’s scope and players’ high expectations of graphics, gameplay, and innovation. Any delays in the development process increase these costs, creating financial pressure and potentially jeopardizing the final product’s success.
Many gaming companies leverage BPO solutions to streamline their development and navigate challenges.
For instance, quality assurance (QA) is a crucial yet time-consuming aspect of game development. It identifies bugs and promotes smooth gameplay while meeting quality standards. Outsourcing QA to a BPO provider allows gaming companies to tap into expert testing teams with advanced tools.
As BPO teams handle the more technical and repetitive aspects of development, companies can have more time to focus on core activities, such as game design, storytelling, and project management.
Improving player engagement and retention
Player engagement and retention are critical metrics for any gaming company aiming for long-term success. According to a report by DFC Intelligence, the average player spends around 20 hours per week gaming, making engagement strategies more important than ever.
BPO providers can significantly enhance player engagement by managing community interactions, social media presence, and in-game events. These efforts keep players invested in the game, driving higher engagement and retention rates.
Outsourcing engagement tasks also allows gaming companies to tap into the latest trends and player preferences. BPO firms can analyze player data to identify emerging trends and adapt strategies accordingly. This data-driven approach ensures that marketing campaigns and in-game content resonate with the player base, leading to a more engaged community.
Elevating technical support in gaming
Technical issues frustrate players. If unresolved, they can lead to negative reviews and decreased player retention. BPO providers deploy expert teams to handle these problems, from connectivity to in-game bugs.
These BPO teams often have access to advanced diagnostic tools and can resolve issues faster than in-house support teams. Their support reduces player downtime and smooths the gaming experience.
Enhancing in-game transaction management
In-game transactions have become a significant revenue stream, with the global market for in-game purchases projected to reach $74.4 billion by 2025. However, managing these transactions requires meticulous attention to detail and a robust security framework.
BPO providers oversee the entire process, from transaction processing to fraud detection and prevention. They handle such tasks efficiently and securely to minimize the risk of fraud and chargebacks.
Additionally, automation in the BPO industry enables providers to streamline transaction processing, reducing the likelihood of errors and speeding up support and game development. This efficiency is critical in the gaming industry, where delays and lack of assistance lead to customer dissatisfaction and lost revenue.
Lastly, BPO providers offer advanced analytics, monitor transaction patterns, and detect suspicious activities in real time. This proactive approach protects the company’s revenue and builds trust with players, who can feel confident that their financial information is secure.
Ensuring data security and privacy
Data security is a top concern in the gaming industry, where breaches can have severe financial and reputational consequences. BPO providers handle the challenge with robust data security measures. Examples are encryption, secure data storage, and compliance with global regulations.
By conducting security audits and vulnerability assessments to identify and mitigate risks, BPO firms guarantee that client data are safe from unauthorized access or breaches.
Simplifying content moderation in gaming communities
Gaming communities are vibrant spaces where players connect, share experiences, and build lasting relationships. However, these communities can quickly become toxic environments without proper moderation, leading to player dissatisfaction and decreased engagement.
BPO providers offer content moderation services that help maintain a positive and welcoming atmosphere in gaming communities. Moderation teams monitor forums, social media platforms, and in-game chats to enforce community guidelines and address inappropriate behavior.
Outsourcing content moderation keeps gaming communities safe and inclusive, boosting player retention.
Supporting e-sports operations
E-sports has become a significant segment of the gaming industry, with global market volume expected to reach $5.7 billion by 2028. Managing e-sports operations, including tournaments, player management, and broadcasting, requires significant resources and expertise.
BPO providers offer a comprehensive solution. By handling everything from event logistics to sponsorship negotiations, outsourcing teams allows e-sports organizations to focus on competition and performance.
E-sports teams and organizers can benefit from the specialized knowledge and experience that BPO in gaming and entertainment providers offer. This includes managing the complex logistics of live events, coordinating with broadcasters, and providing a smooth experience for players and fans.
The bottom line
The gaming industry is evolving quickly with new challenges and higher expectations. Whether it is developing top-tier games or keeping players engaged and secure, the stakes are high.
By collaborating with BPO providers, gaming companies gain access to specialized expertise and the latest technology, enabling them to concentrate on their core strengths.
BPO is a cost-effective, strategic move to position your business for long-term success in a fiercely competitive market. Intelligent, reliable support becomes even more critical as the gaming industry grows.
Let’s connect to explore how we can help elevate your gaming business.
