GAMING1 is a top Belgian operator of on the net and land-primarily based gambling, committed to delivering a special gaming encounter by getting existing only in regulated marketplaces. They location their dependable gaming plan at the coronary heart of their company technique and dedicate to making certain the highest probable protection for all clients.
Gaming1 brings together several personal and companion manufacturers in the various countries wherein they work. They want to supply a exclusive gaming and enjoyment working experience, whether on line or offline, making it safe and sound and liable and their ambition is to become a worldwide reference, delivering a fun and modern omnichannel expertise for gamers, associates, and staff members.
Launched 30 yrs in the past in a Belgian town referred to as Liège, it now enjoys an worldwide existence and has been named the Major Employer in 2022 and 2023. With a portfolio of potent neighborhood and international brand names in 7 international locations and in excess of 1600 staff, the GAMING1 staff has a whole lot of learnings to share.
We talked to Michelle Schmidt, Shopper Assistance High quality Assurance & Schooling Officer, and Sarah Maddio, Threat & Fraud Workforce Leader, to investigate how they make their operations run and how Kaizo helps them attain good results.
Kaizo for GAMING1 in 5 seconds
For GAMING1, Kaizo has come to be the go-to instrument for running their massive support staff, ensuring high-quality support, increasing performance, and offering everybody the inspiration to attempt for greater overall performance outcomes.
The workforce has uncovered Kaizo to be an intuitive and quick-to-use device that helps make it much easier to system a substantial quantity of tickets whilst acquiring a superior perspective of the metrics independently.
Likely beyond QA
Providing wonderful shopper provider was normally a make a difference of principle for the GAMING1 crew, and they have been pretty productive at it. But what if you can go from good to terrific?
Which is what they thought, and started hunting for strategies to optimize ticket processing, make agent evaluation far more comprehensive and productive, and increase progress and engagement. They determined to discover a tool that would be thoroughly integrated into Zendesk but could present far more advanced features, like opinions sharing and gamification.
Which is how they learned Kaizo.
Improving upon on all counts
With this new resource underneath their belt, GAMING1 upscaled their knowledge processing, increased agent inspiration and engagement, shortened help delivery instances, and improved shopper fulfillment, developing a top-down and base-up lifestyle of transparency in excellent and efficiency.
In just just a person 12 months, from 2021 to 2022, their CSAT went from 70,45% to 77,65%, when their high quality evaluation level went from 78% to 82%.
With all those effects as their observe file, the crew has now set out to achieve a 90% high quality evaluation charge in 2023.
And though a CSAT of underneath 70% is by now extraordinary for gaming products and services, GAMING1 managed to bounce significantly previously mentioned that, according to the company’s NPS surveys.
“Kaizo features Coaching Cards that enable every agent to maintain in mind the processes and to assure a entire observe-up on each individual of them. The training is hence ensured continually thanks to the supervision of the High-quality Assurance & Coaching officers and the functionalities of the Kaizo tool.”
Michelle Schmidt, Consumer Service High-quality Assurance & Instruction Officer
Multiplying efficiency and proactiveness
Just one of GAMING1’s key aims was to scale functions and boost ticket processing figures.
Within just a quick time, they managed to attain that. Having rated 5 tickets per quarter for every agent back in 2021, they are now at 10 tickets for each quarter for each agent. Considering the fact that it is a lot easier to assess brokers on a common foundation, the high-quality of individual and collective function continues to be at a frequent amount of development here, also.
In between 2021 and 2023, ticket processing went up by 50%.
Pointless to say, GAMING1 has gone a long way in transforming the way aid is shipped inside the gaming sector, but owning reached so quite a few milestones they are now soon after a greater aim — reinventing the world gaming working experience.
We’re thrilled to see their development and will be positive to sit in our cheerleader seat, viewing and aiding them in the journey!