Offshore Outsourcing Project – 2 Agents + 1 Team Lead

Client: Video Game Industry

Scope: Offshore outsourcing of 2 agents + 1 team lead for customer support

Timeline: Completed within 10 working days

Project Overview

To support the global operations of a competitive gaming platform, a leading company in the video game industry partnered with THIENTU BPO to build a dedicated offshore customer support team. The primary objective was to enhance player experience by delivering high-quality, timely assistance across multiple customer touch points.

The support agents were tasked with managing a wide range of responsibilities, including handling customer inquiries and complaints via Zendesk, guiding users through basic troubleshooting processes, and assisting with account-related requests such as verification, deactivation, or suspensions. Agents were also responsible for maintaining accurate customer records, meeting performance KPIs, and ensuring a high level of player satisfaction.

In addition to frontline support, agents were expected to stay informed on gaming industry trends and product updates to deliver relevant, informed assistance to the gaming community. This initiative played a crucial role in strengthening the platform’s operational capacity and customer loyalty in a fast-paced, user-centric industry.

To meet the operational requirements during the initial phase, the offshore staffing model consisted of two dedicated Customer Support Agents, directly managed by one Team Leader. This lean but agile team structure allowed for tight performance oversight, consistent service quality, and efficient communication with the client’s internal operations team. The model was designed with scalability in mind, ensuring that as platform activity increased, the team could be rapidly expanded without compromising quality standards.

Team Size and Organizational Structure

Project Setup Timeline

Role Requirements

Customer Support Agent

To ensure high-quality support in a fully English-speaking gaming environment, candidates for the Customer Support Agent position were expected to meet the following requirements:

• Educational Background: A high school diploma or higher was required as a minimum qualification

• Communication Skills: Strong verbal and written communication skills were essential to deliver clear, empathetic, and effective support.

• Technical Proficiency: Proficiency in Microsoft Office tools, including Word, Excel, and PowerPoint, to manage daily reports and documentation.

• Language Fluency: Full fluency in English across all communication modes (Speaking, Listening, Reading, and Writing) was mandatory, as the role operated entirely in an English-speaking environment.

• Customer Service Experience: A minimum of 6 months of experience in customer service or a related field was preferred. However, fresh graduates with strong communication skills and relevant gaming knowledge were also encouraged to apply.

• Zendesk Knowledge: Experience using Zendesk or other customer service ticketing systems was considered a strong advantage.

• Gaming Culture Familiarity: A passion for gaming and familiarity with online gaming communities, platforms, and terminology were highly valued to ensure effective engagement with the user base.

Customer Support Team Leader

To oversee day-to-day operations and ensure consistent service delivery in a fast-paced gaming support environment, candidates for the Team Leader position were expected to meet the following qualifications:

• Educational Background: A college degree or higher was required.
• Leadership Experience: At least 1 year of proven experience in a supervisory or team leader role, preferably within a customer service or digital operations environment.
• People Management Skills: Strong interpersonal skills and the ability to motivate, guide, and support team members in a collaborative, team-oriented setting.
• Analytical Mindset: Solid problem-solving and analytical capabilities to handle escalations, interpret performance data, and drive continuous improvement initiatives.
• Attention to Detail: A strong commitment to quality assurance and process compliance, with a keen eye for detail.
• CRM & Tech Knowledge: Familiarity with CRM systems—particularly Zendesk—and other customer management tools was preferred.
• Language Fluency: Full fluency in English across speaking, listening, reading, and writing was mandatory, as communication with both clients and team members took place entirely in English.
• Technical Proficiency: Competence in Microsoft Office applications (Word, Excel, PowerPoint) for reporting, performance tracking, and client communication.
• Gaming Industry Knowledge (preferred): Passion for gaming and a strong understanding of gaming platforms, online communities, and gamer behavior were considered advantageous, enabling the leader to better relate to both users and team members.

This role required a balance of operational leadership and domain familiarity to ensure the offshore team consistently delivered a high standard of support aligned with the client’s brand and user expectations.

Recruitment & Onboarding Process

The recruitment and onboarding process for the offshore support team—including 2 Customer Support Agents and 1 Team Leader—was successfully executed within a tight 10-day timeframe. The process was structured into two key phases:

Phase 1: Week 1 – Job Definition, Sourcing & Interview Coordination

The initial phase focused on laying a strong foundation for recruitment. The THIENTU BPO recruitment team collaborated with the client to clearly define the role expectations and develop detailed, targeted job descriptions for both Agent and Team Lead positions. 

This phase also involved market research and the activation of multiple candidate sourcing channels, including job portals, internal databases, and referrals. Qualified candidates were screened and shortlisted promptly. Interviews were scheduled on a rolling basis to accelerate turnaround time and ensure alignment with both technical and cultural fit.

Phase 2: Week 2 – Candidate Training & Role Readiness

Once final selections were made, candidates progressed into a structured onboarding and training program. The training focused on platform-specific workflows, customer interaction scenarios, usage of CRM tools such as Zendesk, and soft skills tailored to a global gaming audience. 

The Team Lead received additional coaching on performance management and reporting protocols. By the end of the second week, the team was fully equipped to operate independently, meeting both quality and timeline expectations.

Training Program

To ensure a smooth transition from recruitment to live operations, a structured and collaborative training program was implemented during Week 2. The training was co-managed by the Team Lead, who acted as both a performance supervisor and the primary liaison between THIENTU and the client.

The Team Lead played a central role throughout the onboarding process. Working closely with the client’s internal operations team, the Team Lead:

• Aligned directly with the client to understand platform expectations, technical requirements, and player experience standards.

• Delivered hands-on training sessions to newly hired Support Agents, covering both platform tools and operational workflows.

• Monitored agent progress and readiness, ensuring each team member met key competency thresholds before go-live.

• Acted as the point of contact for ongoing knowledge updates and process changes post-deployment.

The training content was tailored to the unique needs of the client’s gaming platform, with an emphasis on quality, accuracy, and responsiveness. Key modules included:

• Zendesk System Training: Agents were guided through Zendesk ticket handling, including:

  • Navigating the dashboard

  • Categorizing and tagging tickets

  • Responding with appropriate tone and resolution logic

  • Closing tickets in accordance with defined workflows

• Support Agent Expectations & KPIs: Clear performance expectations were communicated from day one. Key metrics included:

  • First Response Time (FRT)

  • Resolution Time

  • CSAT (Customer Satisfaction Score)

  • Adherence to language and tone guidelines

• Verification Process: Agents received detailed instruction on the end-to-end Verification Process, which involved:

  • Reviewing submitted data or documentation (e.g., user-submitted screenshots or ID images)

  • Identifying completeness, accuracy, or mismatches

  • Classifying outcomes into predefined result types:

    • Verified

    • Rejected – Incomplete Information, Policies violation 

    • Rejected – Invalid Format

    • Escalated for Manual Review

  • Translating and interpreting various forms of government-issued IDs submitted by users from different regions

  • Documenting outcomes in a standardized format for traceability

This robust training approach ensured that all agents were operationally ready, aligned with client standards, and capable of handling real-time user issues with consistency and accuracy from day one.

Go-Live & Early Results

The recruitment phase for the client offshore support team was completed within just 10 days, Despite the niche role requirements—particularly the need for fluent English speakers with a passion for gaming and prior experience in customer service — the THIENTU BPO team successfully identified and onboarded the full team consisting of 2 Customer Support Agents and 1 Team Leader. 

The fast turnaround was made possible by leveraging a well-maintained candidate pipeline, a streamlined screening process, and close coordination with the client for final approvals. The timely completion ensured no delays to the project launch and provided the client with a confident go-live plan.

Time to fill: 10 days (01/04/2025 - 11/04/2025) 

The support team officially went live at the beginning of Week 3, immediately following the completion of training and system onboarding. With all team members fully operational and well-versed in the platform’s tools, workflows, and tone of voice, the transition into live operations was seamless.

From the first days of deployment, the team demonstrated strong performance and adaptability, particularly in managing real-time inquiries from a global gaming community. The Customer Support Agents maintained high responsiveness while consistently adhering to communication standards and ticket handling procedures. Meanwhile, the Team Leader ensured performance tracking, quality control, and ongoing coordination with the client’s internal stakeholders.

Key early results included:

• 100% attendance and punctuality during the first month of operations.
• >95% adherence to SLA in ticket response and resolution time.
• Zero escalations recorded during the initial two weeks of go-live.
• Positive qualitative feedback from the client on the agents’ tone, empathy, and familiarity with gaming terminology.

These early indicators not only validated the recruitment strategy but also reinforced the potential for long-term scalability of the offshore model.

Conclusion

The successful deployment of the offshore support team for this gaming platform project highlights THIENTU BPO’s agility and specialization in delivering tailored staffing solutions for the video game industry. Completing the full recruitment and onboarding cycle within just 10 days, THIENTU demonstrated its ability to respond quickly to niche talent requirements while maintaining service excellence.

The early performance of the team—measured by SLA adherence, zero escalations, and positive client feedback—proved the effectiveness of a streamlined recruitment model, combined with domain-specific training and close client collaboration. This initiative serves as a scalable blueprint for future offshore workforce expansion in digital entertainment and customer experience operations.