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Gaming

Industry

Gaming Industry

The video game community includes a global audience of more than two and a half billion people. That’s almost one-third of the entire population. The average gamer is 34 years old, owns a house, and has children. This is a consumer segment with disposable income for entertainment, and more than half of players participate every day. Revenue is three times greater than the music industry and four times that of movies.

The Asia-Pacific region has the largest market share in the gaming industry, which has also spawned numerous sub-segments, such as online casinos, sports gambling, and e-sports. Mobile is the fastest-growing platform and is the likely conduit for spreading gaming into emerging markets. At the same time, the PC and console segment are also growing, just not as quickly.

Our Solutions

What we do to service the industry

Across all platforms, the gaming community is adding new players. Every time there are more product users, there are also more demands for customer service. Players who contact the support team want to get back in the game. We get them there, drawing on a wealth of technology experience. GlowTouch has a working knowledge of the service-related issues that growing clients face: scalability, consistent quality, and providing “wow” experiences.

Our support teams include gamers, too, so you get people with first-hand knowledge of quality service builds customer loyalty. We have supported almost every type of technology platform and app that exists, usually for people whose businesses depend on maximum uptime. That’s the same promise we deliver to players who, more than anything else, want to keep playing.

Contact Center

Outsourcing

Business Process

Outsourcing

Technology

Outsourcing

Channels

We Support


Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.

Click on the icons to learn more about our channel offerings.

Gaming Mario

GlowTouch has been providing personalized business outsourcing solutions since 2002. Our trusted performance and execution are underpinned by a highly-educated, loyal workforce, with innovative solutions crafted by award-winning leadership.

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Locations

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Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.

SMS

There are more smartphones in use than toothbrushes, and there are several messaging apps consumers like. One part of quality service is providing support through the channels your customers prefer

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

Social Media

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and also between consumers and their favorite brands. Our agents will:

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.

WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 300 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our more recent offshore facility. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.