Resorts Digital Gaming (RDG) had a desire to bring their Customer Experience teams in- house in order to improve their overall Player experience. Their goal was to increase their service level for call, chat, email and payment processing. They needed the team, software, and strategies to accomplish a smooth transition from their outsourced provider.
HOW WE HELPED
Integrated Experiences performed a full review of RDG’s current staffing, workload and achieved service levels to determine opportunities for improvement. We then worked with the executive and marketing teams to develop a short and long term staffing forecast based on their growth projections. Integrated Experiences worked with their HR rep to developed full staffing profiles including job descriptions, salary banding, interview packets, and performance expectations. The project concluded with assisting in the interviewing and hiring of mid-level management who we then worked with to procuring and configuring their Customer Service ticketing and quality assurance monitoring software and training the management team on the tools developed to successfully run their new in-house team.