A winning gameplan for the peak season
The dilemma staring at John Thomas, a Vice President at an American technology conglomerate was around how its newly launched customer service centre would provide support to gamers during the peak, business-critical, holiday season. However, calling on long-time partner, Infosys BPM, proved to be a game changer. This case study details how Infosys BPM's surge management framework improved the handling times and accuracy of the support provided despite a 120% surge in support requests, thereby protecting the brand equity of the company's gaming platform.
Approach summary:
- Predictive forecasting and roster planning
- Creation of surge talent pools for peak demand
- Cross-training of support agents across channels
- Knowledge base optimization
- Real-time KPI monitoring and dashboards
- Swarm models for load management
Key benefits:
Agile handling of 120% surge in support demand 
23% reduction in handling times 
14% improvement in successful resolution rates 
High accuracy score of 4.3 maintained 
CSAT improvement from 3.6 to 4.42 
Gamer experience protected during peak season 
