5 Proven Secrets for Recruiting Great Player Support Agents

Gaming was once perceived by most people as nothing more than a mere hobby among a select few. But it has since transformed into one of the entertainment industry’s most lucrative businesses. 

It is estimated that there are no less than 3 billion gamers worldwide. And with each gamer spending an average of $76 per month or $912 annually on games, it would make sense for gaming companies to do everything they can to keep gamers happy. But beyond a game’s design and graphics, story, challenge, and music, what else can a gaming company do to achieve customer satisfaction, or in this case – gamer satisfaction?

When Peak Support President and Chief Strategy Officer, Hannah Steiman, had Tony Won – a prominent name in the gaming world who has helped gaming industry giants such as Epic Games and Riot Games with player support – as a guest on the Recruiting and Managing Great Player Support Agents in the Age of AI webinar, she made sure to ask all the important questions as well as tips on how to find the best player support agents.  

If you’re a gaming company and you’re struggling to hire amazing customer service representatives who specialize in supporting gamers, then check out these proven secrets for recruiting great player support agents. 

How to Hire Great Player Support Agents

1. Advertise in gaming industry networks and job boards

There are a few job boards out there like Hitmarker or Games Jobs Direct that make it significantly easier to find candidates who are qualified and interested in the gaming industry. Job boards are also great because not only can they help save costs, but they are also convenient since they have access to a large talent pool, making it less complicated for gaming companies to compare applicants’ resumes to see which ones stand out among the crowd.

2. Recruit via social media

Social media isn’t just for posting pictures and sharing statuses with your friends or connections anymore. With nearly 9 out 10 workers using social media in their job hunt, social media platforms have become a great place for employees to go job hunting as well as a venue for companies to find talents to fill job openings. Social media can even help you reach candidates who might not be actively looking for a job but would make a change if the right position is presented to them. LinkedIn ranks the highest with 90% of recruiters using it to find applicants, while Facebook ranks second with 55% of recruiters using it.

3. Offer an employee referral program

Your current employees likely know a few people who would make great candidates for your support team. Offering an incentive can encourage them to refer qualified talent to your business. Plus, your support reps will know exactly how to sell your company and will be extra motivated to find great talent to work with. Also, make it your goal to build an exceptional culture. A great company culture doesn’t just produce happy employees, but it can also attract high quality applicants. When your player support agents feel motivated and engaged, they’re more likely to do their jobs consistently well. And as a result, they’ll feel more inclined to stay.

4. Engage with gaming communities

This might include attending gaming events such as Penny Arcade Expo (PAX), Comic-Con, Game Developers Conference (GDC), and TwitchCon just to name a few. Also consider becoming more active in forums and looking for other ways to network and build connections with gamers. These types of environments are often the best way to foster what ultimately becomes a successful long-term relationship.

5. Try out-of-the-box recruitment strategies

Out-of-the-box recruitment strategies go a long way in helping you reach people whom you might not find by using standard recruitment tactics. Host meetups and coffee chats. While they require more time to set up and may only attract a small group of interested applicants, if you do it well, you’ll likely attract recruits who are genuinely interested in applying for the player support representative role that you’re hiring for. Plus, when you put in the effort to meet candidates in person even before they’ve applied, it shows your company’s commitment to finding great talent.

The importance of great player support 

Gamers, much like all other consumers, deserve world-class customer service and technical support too when they encounter product issues and service problems such as games crashing, lagging or slow technology, and even bullying from other players. In a survey conducted by Hubspot for their Customer Service Benchmark Report, they found that of the more than 2,500 gaming companies in the world, sadly only 53% of them have a readily accessible email address. And what’s worse? 76% of those gaming companies ignore basic customer inquiries such as game recommendations among others.  

If you don’t have the time or manpower to set up a customer support team from the ground up or if your in-house player support representatives are struggling to handle the volume of customer service tickets submitted by gamers, then it’s high time to partner with a trusted outsourcing partner.

Peak Support is an award-winning business process outsourcing company that specializes in providing world-class customer service and excellent customer experiences to a wide range of industries, one of them being gaming. Our clients consistently enjoy high CSAT ratings, and they’re also impressed at how well our team members can adopt their brand voice and company culture while taking great care of their customers. We have employees from the USA, Philippines, Colombia, and Eastern Europe. We’re also proud to say that we have the lowest attrition rate in the BPO industry. Get in touch with us now to learn more on why Peak Support would be an amazing partner for your business.