Sports Gaming Company (Anonymous)
A leading North American sports gaming company dramatically improved its support functions, streamlined operations, and strengthened team operations and oversight with STAFFVIRTUAL’s comprehensive outsourcing solutions. By transitioning to STAFFVIRTUAL's PEO model, the company achieved a 73.31% reduction in HR and hiring costs, saved 32% on customer service team hiring, and maintained a 0% employee attrition rate.
73.31%
reduction in HR & hiring costs
32%
savings in hiring customer service associates
97.91%
employee show rate (YTD 2024)
0%
employee attrition rate
39%
cost reduction in hiring a team lead
Client:
Anonymous (Sports Gaming Company)
Industry:
Bio:
This anonymous client is one of North America’s fastest-growing sports gaming platforms, specializing in real-money sports gaming. Operating in 27 states, it started with Daily Fantasy Sports (DFS) and has revolutionized the sports gaming experience through its innovative and player-friendly game types.
Project Summary
This growing sports gaming company partnered with STAFFVIRTUAL to manage the challenges of scaling their team and providing 24/7 IT and customer support. STAFFVIRTUAL recruited a 10-person remote team, including support staff and developers, to handle increasing customer demands. With robust KPIs and performance measurement tools, the company saw a 73.31% reduction in HR costs and a 32% reduction in customer service team hiring costs, while maintaining operational efficiency.
The Challenge
As the sports gaming company expanded, it needed to manage rapid user growth and a geographically dispersed workforce, all while maintaining high standards for customer satisfaction and technical support.
Team Consolidation and Engagement
The company needed to consolidate its workforce and improve team engagement for better performance and management.
Tracking Customer Satisfaction
To measure and improve customer satisfaction, the client wanted to implement KPIs, including Customer Satisfaction (C-SAT) scores.
Implementing 24/7 IT and Customer Support
To meet growing demands, the client required 24/7 IT and customer support to ensure uninterrupted operations.
Reducing Recruitment Costs and Time
The growing need for additional staff presented a challenge to reduce recruitment costs and time while ensuring high-quality hires.
Improving Knowledge of American Sports
The company identified a need to close knowledge gaps in American sports among its team to ensure accurate customer support.
How We Helped
Recruitment and Outsourcing of Experts
STAFFVIRTUAL sourced and vetted a 10-person remote team, including customer service associates and developers, which resulted in a 32% reduction in hiring costs for customer service associates.
Comprehensive Training Programs
STAFFVIRTUAL developed tailored training programs to onboard the team quickly and efficiently, resulting in a 30% faster onboarding process. These programs enhanced the team's knowledge of the platform and customer service processes, ensuring they were fully trained to handle client needs from day one.
Infrastructure Setup
STAFFVIRTUAL provided the team with cutting-edge tools to deliver top-tier 24/7 IT and customer support. Additionally, we sourced senior developers to enhance the company’s network infrastructure.
Customer Satisfaction (C-SAT) Measurement
STAFFVIRTUAL implemented KPIs, including C-SAT scores, to monitor customer satisfaction. This resulted in a 15% increase in customer satisfaction within the first six months, helping the company continuously improve the user experience through ongoing feedback.
Knowledge Base on American Sports
STAFFVIRTUAL helped close knowledge gaps by creating a comprehensive sports knowledge base, leading to a 25% improvement in issue resolution time, and empowering the team to provide accurate and timely customer support.
What We Achieved
73.31% Reduction in HR and Hiring Costs
STAFFVIRTUAL’s strategic outsourcing reduced the client’s HR and hiring expenses by 73.31%, improving operational efficiency.
0% Employee Attrition Rate
The company maintained a 0% employee attrition rate through effective workforce management, ensuring stability and retention.
32% Savings in Hiring Customer Service Associates
With STAFFVIRTUAL’s tailored recruitment solutions, the client saved 32% on hiring customer service associates, allowing them to reinvest in core business functions.
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