A solution for the huge long delays in customer service

BTSR

The solution is simple. Hire more people.

The CEO does not need yet another trip to the Bahamas because his bonus check is so big.

Oh wait, CIE Games career's page is 404, no wonder you can't hire people.
http://www.ciegames.com/careers
404
Hmmm, where did
this come from?

[RR] Ryyst

Maybe because Cie Games no longer exists.

http://www.glu.com/careers

So lets dissect your "hire more people" solution. Simply adding more people is never a simple solution.

1. Space. We actually don't have space to simple add more people. I suppose w could do away with the bathrooms, and our break room. We don't need to eat or take breaks right? Every job should be like that.
2. Equipment - For each person we hire, we need to set up a new station. That includes desks, chairs, monitors, PCs and what not. Not cheap.
3. Training - The people we hire for customer service don't come already knowledgeable about the game and our tools like they just were unplugged from the Matrix where they earned how to support our games and kung-fu. Our CS team will need to teach these new people how to do their jobs.
4. The hiring process - We just don't go onto the street and grab random people. We need to go through the process of interviewing and what not.
5. Benefits - Not only do we have to pay these people, we need to give them benefits. That has a cost as wel
6. Pay - Yeah we have to pay these people. This is why a new car costs gems, employees need to get paid.
7. What happens when we don't need these people anymore? Then we would have to lay these people off. That's a whole other can of worms there.

I understand that many people believe that we have money coming out of every pore, and I guess according to our boss shouldn't go on vacations because, I don't know why. Then maybe you shouldn't go on vacations as well? That sound good?

Anyhoo. Of course we've talked about adding more people, and we have. We add people all the time. Doesn't mean we can keep adding because 1 person isn't cheap. We look at different options such as outsourcing, which we also do. While of course our wait times are not where we'd like them to be, we really don't have the space or resources to do what a bigger company does which is hire a lot of people. Google video game companies doing mass layoffs. Hiring a lot of people is not the solution.

BTSR

That explains it.

Customer Service
Community Manager San Francisco, CA, United States
Community Specialist Long Beach, CA, United States


You guys are located in Silicon Valley, which is horrendously expensive, no wonder you can't afford to hire anyone. The cost of living is high, business costs are through the roof, and labor costs are high because you have to pay people enough to live in the area.

Move to Chicago Cheaper to have an office, and lots of talent. Lots of smaller suburbs would love to have you guys here if the city itself is not palatable.

Problem solved.

Running_Gag

Have you considered quasi-employees? For instance Tribalwars.net, most of their in game moderators and forum moderators are players that have proven themselves reliable and are paid in premium features. They were expected to execute so many tickets a month, not an onerous amount, and they recieved a certain amount of premium points (gems here) each month.