AI-Ready Data Intelligence Levels Up a Gaming Company’s Global Player Support
THE CHALLENGE
The global gaming company’s leadership couldn’t clearly see how their digital customer experience (CX) was performing across vendors, regions, and channels. Player support and trust and safety were delivered by multiple partners worldwide, yet data sat in fragmented systems. Quality standards varied by site, creating calibration drift and eroding confidence in QA, productivity, and customer satisfaction (CSAT) scores — as reflected in 31% QA misalignment and an almost 10% dispute rate, both significantly above industry norms. It was hard to tell how quickly frontline support agents reached proficiency, whether CX improvements were sustained, and how productivity was
evaluated during backlogs.
Teams across departments worked from different interpretations of performance, limiting coordinated action and consistent follow-through. Baseline top-box CSAT sat at 45%, with one partner consistently underperforming. Meanwhile, managing multiple partners using different evaluation sources added cost, inconsistency, and operational friction. The gaming company had the data but no clear insights to act on it, which made decision-making siloed, reactive,
and hard to scale.
THE SOLUTION:
Single Source of
Truth for CX
TDCX unified fragmented data from player support, customer service, and trust and safety into a single analytics layer on a robust AI and data platform and made accessible through visual analytics solutions.
AI-Ready Data
Intelligence
Insights were shared across departments, including CX, QA, policy, product, learning and development, and operations as well as AI development teams to improve machine learning models and tools.
Industry-Validated
Measurement
TDCX anchored analyses on certified standards to ensure statistical rigor and comparability. All improvement work followed Lean Six Sigma’s approach to make sure that gains were measurable, repeatable, and sustained.
Data-Driven Support
for Agents
TDCX used research-backed analytical models to track the agents’ speed to proficiency and pinpoint where tailored coaching, training, or process changes would deliver the greatest impact.
Global
QA Model
TDCX redesigned the global QA form, which the company adopted across all partners. For trust and safety, TDCX built a full analytics layer and established a new QA score as a core KPI.
QA as the
Control Tower
TDCX elevated QA as the primary signal of operational health. A unified calibration model aligned vendors, regions, and teams around a common performance language and a coherent decision loop.
Productivity
Risk Detection
To separate speed from quality risk, TDCX systematically correlated performance across vendors and channels. Data-driven insights informed workforce and partnership decisions.
Cross-Functional
Alignment
When one partner showed persistently low CSAT, TDCX created a data-backed hierarchy of issues and aligned actions across functions, replacing siloed fixes with coordinated remediation.
THE RESULTS
