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The new era of the gaming and entertainment industry thanks to BPO


The gaming and entertainment industry has always been at the forefront of innovation, and today, it is embracing a new era of transformation through Business Process Outsourcing (BPO). This revolutionary strategy brings about significant changes, redefining how businesses operate and interact with their audiences. Discover through this article how BPO is transforming and optimizing the gaming and entertainment industry.

The Impact of BPO on User Experience Quality in the Gaming and Entertainment Industry

Let’s explore how outsourcing services are fundamentally transforming this rapidly evolving domain, enabling businesses in the sector to enhance efficiency, flexibility, and competitiveness.

Globalization of Operations: One of the most powerful aspects of BPO in the gaming sector is its ability to globalize operations. Companies can outsource various processes, from content moderation to community management, reaching global audiences without the constraints of geographical location.

Operational Flexibility: The cyclical nature of the gaming industry, marked by new title launches and demand peaks, requires operational flexibility. BPO allows companies to quickly adapt to market fluctuations by easily adjusting their resources as needed. Today, about 40% of gaming industry companies outsource their customer support to manage player demands and ensure 24/7 availability (source: Newzoo).

Focus on Creativity: By outsourcing operational tasks such as technical support or tournament management, game developers can focus their efforts on the creative aspect. This increased focus on innovation and the development of original content contributes to the creation of more engaging games.

Agile Community Management: Modern games are often supported by large online communities. Outsourcing the management of these communities allows for agile responses to player needs, fostering open dialogue and constant interaction.

Economies of Scale: BPO offers significant economies of scale by reducing costs related to hiring, training, and infrastructure. Gaming companies can optimize their budgets and invest more in research, development, and marketing.

Enhanced Customer Experience: Outsourced technical support in the gaming industry ensures fast and specialized assistance, thereby improving the customer experience. Players feel supported, strengthening brand loyalty and generating positive feedback.

Data Security and Compliance: Gaming companies often handle sensitive data. Specialized BPO services ensure the security of player data and compliance with regulations, enhancing consumer trust. About 80% of gaming industry companies outsource content moderation to manage player interactions and maintain a safe gaming environment (source: SuperData Research).

The challenges of successful BPO integration in the gaming and entertainment industry include

Needs Assessment: Identifying specific areas where BPO could add value, such as customer service, content moderation, payment management, etc.

Partner Selection: Choosing BPO service providers with expertise in the gaming and entertainment domain, as well as a proven reputation for service quality and security.

Process Definition: Clearly defining the processes to be outsourced, specifying objectives, expectations, and key performance indicators for each service area.

System Integration: Ensuring seamless integration between the company’s internal systems and those of the BPO service provider to enable efficient data exchange and transparent collaboration.

Training and Communication: Providing adequate training to employees on using outsourced services and transparently communicating organizational changes related to BPO integration.

Monitoring and Evaluation: Establishing monitoring and evaluation mechanisms to track BPO performance, gather stakeholder feedback, and make necessary adjustments to optimize results.


BPO is redefining the gaming and entertainment industry by bringing unparalleled operational efficiency, flexibility tailored to the dynamic nature of the sector, and renewed focus on creativity. This revolution allows companies to quickly adapt to changing consumer demands while offering exceptional gaming experiences. By embracing BPO, the gaming and entertainment industry is paving the way for a future where innovation and operational efficiency converge to create unforgettable entertainment experiences.

With 15 years of expertise in BPO, be ys outsourcing services offers user technical support, content moderation, identity management (KYC), and multilingual customer relationship services in a secure environment with high levels of data security and protection. Our services ensure processing on your platforms 24/7 so that users operate in a 100% secure and high-performing digital environment.

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