Inside the BPO: How 5CA Powers Player Support for Global Gaming Studios with Łukasz Cieślak
Podcasts
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January 14, 2025
In this episode, Lukasz Cieslak, Senior Operations Manager at 5CA, dives into the nuances of Business Process Outsourcing (BPO) for gaming, managing remote teams, and how AI is shaping the future of player support. With over 10 years of experience, Lukasz shares actionable insights for businesses looking to enhance customer experiences and offers career advice for aspiring leaders in the industry.
Key Takeaways and Timestamps:
Introduction to Lukasz and 5CA
00:01 - 01:11
Lukasz introduces himself, highlighting his passion for ARPGs and his role at 5CA as a leader in player support.What is a BPO and 5CA’s Focus
01:23 - 02:55
BPOs manage outsourced business processes. 5CA specializes in customer and player support for tech and gaming companies, offering a full package of services from agents to analytics.Why Companies Outsource Support
03:35 - 05:06
Companies turn to outsourcing when scaling becomes overwhelming or to focus on their core strengths, like game development, without being bogged down by operational tasks.Managing Remote Teams
05:46 - 07:39
Lukasz shares the challenges and opportunities of remote work, emphasizing asynchronous communication and remote-first tools like Microsoft Teams for collaboration and efficiency.AI’s Role in the Future of Support
26:48 - 28:58
AI is transforming customer support, automating repetitive inquiries, and enhancing agent productivity. Lukasz envisions a hybrid model where AI supports agents to focus on complex tasks.Emerging Trends in Gaming Support
33:05 - 35:07
VIP player support is gaining traction, offering tailored services to influential players. Companies need to define VIPs and deliver exceptional experiences to meet their expectations.Career Advice for Support Agents
35:28 - 37:10
Lukasz encourages support agents to stay curious, help others, and be proactive in their roles to seize growth opportunities in the dynamic BPO industry.
Key Takeaways and Timestamps:
Introduction to Lukasz and 5CA
00:01 - 01:11
Lukasz introduces himself, highlighting his passion for ARPGs and his role at 5CA as a leader in player support.What is a BPO and 5CA’s Focus
01:23 - 02:55
BPOs manage outsourced business processes. 5CA specializes in customer and player support for tech and gaming companies, offering a full package of services from agents to analytics.Why Companies Outsource Support
03:35 - 05:06
Companies turn to outsourcing when scaling becomes overwhelming or to focus on their core strengths, like game development, without being bogged down by operational tasks.Managing Remote Teams
05:46 - 07:39
Lukasz shares the challenges and opportunities of remote work, emphasizing asynchronous communication and remote-first tools like Microsoft Teams for collaboration and efficiency.AI’s Role in the Future of Support
26:48 - 28:58
AI is transforming customer support, automating repetitive inquiries, and enhancing agent productivity. Lukasz envisions a hybrid model where AI supports agents to focus on complex tasks.Emerging Trends in Gaming Support
33:05 - 35:07
VIP player support is gaining traction, offering tailored services to influential players. Companies need to define VIPs and deliver exceptional experiences to meet their expectations.Career Advice for Support Agents
35:28 - 37:10
Lukasz encourages support agents to stay curious, help others, and be proactive in their roles to seize growth opportunities in the dynamic BPO industry.
Key Takeaways and Timestamps:
Introduction to Lukasz and 5CA
00:01 - 01:11
Lukasz introduces himself, highlighting his passion for ARPGs and his role at 5CA as a leader in player support.What is a BPO and 5CA’s Focus
01:23 - 02:55
BPOs manage outsourced business processes. 5CA specializes in customer and player support for tech and gaming companies, offering a full package of services from agents to analytics.Why Companies Outsource Support
03:35 - 05:06
Companies turn to outsourcing when scaling becomes overwhelming or to focus on their core strengths, like game development, without being bogged down by operational tasks.Managing Remote Teams
05:46 - 07:39
Lukasz shares the challenges and opportunities of remote work, emphasizing asynchronous communication and remote-first tools like Microsoft Teams for collaboration and efficiency.AI’s Role in the Future of Support
26:48 - 28:58
AI is transforming customer support, automating repetitive inquiries, and enhancing agent productivity. Lukasz envisions a hybrid model where AI supports agents to focus on complex tasks.Emerging Trends in Gaming Support
33:05 - 35:07
VIP player support is gaining traction, offering tailored services to influential players. Companies need to define VIPs and deliver exceptional experiences to meet their expectations.Career Advice for Support Agents
35:28 - 37:10
Lukasz encourages support agents to stay curious, help others, and be proactive in their roles to seize growth opportunities in the dynamic BPO industry.
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