How a gaming leader hit a record 4.22 CSAT with Awesome CX by Transcom.

Client profile.

This global interactive entertainment company develops some of the world’s most recognizable social and mobile games, serving a broad community of players across multiple titles and digital platforms. Unlike traditional gaming audiences, its player base spans generations, making responsive, personalized support crucial. With millions of interactions occurring across its portfolio, the company needed a CX model capable of delivering this while continuously identifying player experience improvements to fuel innovation.

Case summary.

When its previous CX vendor plateaued 10 years in, this gaming leader issued a request for proposals, selecting Awesome CX by Transcom for an insight-driven pilot designed to elevate player support. Our engagement began with email support and expanded to live chat. By integrating AI simulation training and deploying a dedicated reporting analyst, we accelerated agent development and constantly identified workflow improvements. The partnership has since surpassed all core monthly targets since launch, quickly achieving a record 4.22 customer satisfaction score against a goal of 4.0, and maintaining 96% quality while delivering 10.25 results per hour.

The challenge.

After working with the same outsourcing provider for a decade, this global gaming company had achieved operational stability at the expense of a rigid support model that stopped driving performance improvements. Business reviews centered exclusively on basic reporting - with little analysis into the factors driving the numbers, no suggestions for changing tools, and a lack of process improvement recommendations.

When a six-month pilot with an alternative vendor couldn't secure a long-term agreement, the gaming enterprise sought a new partner that could prove value quickly. They required a team with the expertise to challenge their established operating model. Additional support complexity came from the diverse player demographics their unique portfolio attracts. Unlike traditional console gamers, the client’s base spans multiple generations and lifestyles, calling for agents attuned to each individual. The right CX partner needed to succeed across fundamental support metrics from day one while offering continuous operational upgrades over time.

The solution.

Through a competitive request for proposals, the global gaming enterprise selected Awesome CX by Transcom for operations built to deliver actionable insight alongside reliable support. To achieve this, we introduced a dedicated reporting analyst to look beyond topline metrics and investigate the root causes affecting daily performance. Agents frequently encountered workflows and internal tools that increased handle times or took additional effort - the reporting analyst surfaced these patterns, sharing actionable data directly with the client’s product and technology teams.

Our partnership also restructured business reviews, formalising strategic dialogue on performance, opportunities, personnel, and processes. Biweekly business reviews give the client ongoing visibility into the daily operation, while quarterly reviews provide a forum for broader conversations about the future of the player experience model.

Beginning with email support, we expanded into live chat, implementing AI-powered simulation training to develop the higher level of confidence agents require to move from asynchronous email to real-time conversation. These simulation tools allow agents to practice ultra-realistic chat scenarios before interacting with real players, swiftly building the skills they need to research, respond, and navigate real-time interactions efficiently.

Our next proposal is already underway. Taking operations beyond a QA model relying entirely on two manual audits per agent per week, we're introducing automated quality capabilities. These evaluate a much larger sample of interactions, uncovering coaching opportunities that limited manual sampling misses, as well as additional data to be fed directly back into agent training and development programs in an optimization loop. Enhanced reporting, simulation training, quality transformation, and strategic governance combine for operations that continuously evolve and consistently exceed performance targets.

The results.

The global gaming leader’s pilot with Awesome CX began delivering results immediately. Since launch, our team has exceeded its monthly targets across every core KPI without exception. Initially launching against a CSAT target of approximately 3.75, our maturing program raised expectations to a target of 4. Within months, the partnership delivered a record 4.22 CSAT. Meanwhile, performance remained strong across all measures, with operations securing a consistent 96% quality score while speeding up responsiveness to achieve a rate of 10.25 results per hour.

The partnership’s scope expanded alongside these proven results. What started operation with email support and now includes live chat, providing a flexible, responsive support experience for the gaming company’s diverse players. Unlike the previous vendor’s pilot, our initial six-month program’s success inspired long-term agreement discussions before its end date. The gaming leader continues to automate portions of its player support ecosystem, and our partnership adapts accordingly. As the client determines how automation affects future contact and workforce requirements, we anticipate future game titles transitioning to our team within this operating model that goes beyond excelling day-to-day to identify and actualize elevation opportunities.

Infographic showing the pilot program's results: 4.22 CSAT against a target of 4 up from 3.75; 96% service quality across a diverse player base; 10.25 results per hour with all KPI goals exceeded monthly

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