November 2003
- Fwd: Web vs. Java client Eric Merritt
- Fwd: Web vs. Java client Mike Shaver
- MUD-Dev Digest, Vol 6, Issue 3 Alex Chacha
- MUD-Dev Digest, Vol 6, Issue 3 Zach Collins {Siege}
- java clients (was: MUD-Dev Digest, Vol 6, Issue 3) ceo
- MUD-Dev conference 2003/2004 Brian 'Psychochild' Green
- Biz: Game support Peter Tyson
- Biz: Game support Damion Schubert
- Biz: Game support Daniel.Harman@barclayscapital.com
- Biz: Game support Michael Sellers
- Biz: Game support John Erskine
From: Peter Tyson
> Anyone considered moving their game support to India/Asia? At
> first glance, while cheaper, it does provoke issues of
> understanding the subtleties of English, gaming and MMORPGs in
> particular as the support is rarely formulaic phone/email
> answering.
> I believe UO moved some support to India, anyone have any
> experience of it?
I've used outsourced teams in the past and currently use a team in
India for our first level support. Our staff speaks English as their
first language, which is common but this may not be the case with
every provider that you will find. They are excellent at many parts
of the support process, but not for 100% of the process. Having a
clear escalation path is very important and having very good
documentation and 'boundaries' is critical.
The benefit of this model is multi-faceted in addition to a cost
savings. As a manager I benefit from decreased in-house scheduling
headaches, less in-house interviewing, hiring, and training, and
less repetitive 'busy-work' done by my in-house staff.
We find that the offsite team can easily take care of about 60-80%
of the incoming traffic which is generally quite repetitive, and
then they escalate the remainder to our on-site team so that this
team can deal with less 'noise' in the channel. This system works
very well for us, I have zero complaints.
If you asked my personal opinion, I believe that the UO community
had some backlash to the outsourcing changes because there were
other variables involved at the same time (volunteer issues), and
their outsourced team was pushed too quickly into a very context
sensitive situation without enough training or understanding of the
game. Our team has been playing and learning the game for some time
now and they are content experts on par with many of my in-house
staff.
A final point is that they total key to success or failure of a
program such as this is communication, communication,
communication. Our on-site and off-site teams are linked in multiple
ways for constant communication. This includes secure IRC channels,
IM, email distribution lists, VOIP phone extension, daily phone
calls, weekly 'executive' calls, daily reports, etc. etc.
Regards,
John Erskine
- Advantage for outside skills T. Alexander Popiel
- Advantage for outside skills Jeff Fuller
- Advantage for outside skills Paul Schwanz
- Removing access to entertainment John Buehler
- Removing access to entertainment szii@sziisoft.com
- Removing access to entertainment Patrick Dughi
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment Marian Griffith
- Removing access to entertainment John Buehler
- Removing access to entertainment Paul Schwanz
- Removing access to entertainment Hans-Henrik Staerfeldt
- Removing access to entertainment apollyon .
- Removing access to entertainment Amanda Walker
- Removing access to entertainment Peter Keeler
- Removing access to entertainment Matt Mihaly
- Removing access to entertainment Amanda Walker
- Removing access to entertainment John Buehler
- Removing access to entertainment Daniel.Harman@barclayscapital.com
- Removing access to entertainment John Buehler
- Removing access to entertainment Michael "Flury" Chui
- Removing access to entertainment Paul Schwanz
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Daniel.Harman@barclayscapital.com
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment Jeff Crane
- Removing access to entertainment John Buehler
- Removing access to entertainment Paul Schwanz
- Removing access to entertainment John Buehler
- Removing access to entertainment Chanur Silvarian
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment Michael Sellers
- Removing access to entertainment Amanda Walker
- Removing access to entertainment Matt Mihaly
- Removing access to entertainment Kwon J. Ekstrom
- Removing access to entertainment Brian Lindahl
- Removing access to entertainment John Buehler
- Removing access to entertainment Damion Schubert
- Removing access to entertainment John Buehler
- Removing access to entertainment Marian Griffith
- Removing access to entertainment John Buehler
- Removing access to entertainment Marian Griffith
- Removing access to entertainment John Buehler
- Removing access to entertainment Corpheous Andrakin
- Removing access to entertainment Darren Hall
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Chanur Silvarian
- Removing access to entertainment Amanda Walker
- Removing access to entertainment Jeremy Neal Kelly
- Removing access to entertainment Corpheous Andrakin
- Removing access to entertainment John Buehler
- Second Life's customers own the IP of their creations Mike Shaver
- Second Life's customers own the IP of their creatio ns Christer Enfors XW {TN/PAC}
- Second Life's customers own the IP of their creatio ns Lee Sheldon
- Second Life's customers own the IP of their creatio ns Christer Enfors XW {TN/PAC}
- Second Life's customers own the IP of their creatio ns Jeff Thompson
- Second Life's customers own the IP of their creations Corey Crawford
- Second Life's customers own the IP of their creatio ns Corpheous Andrakin
- Second Life's customers own the IP of their creatio ns Ren Reynolds
- Second Life's customers own the IP of their creatio ns Daniel.Harman@barclayscapital.com
- Second Life's customers own the IP of their creatio ns Crosbie Fitch
- Second Life's customers own the IP of their creatio ns Amanda Walker
- Second Life's customers own the IP of their creatio ns Ren Reynolds
- Second Life's customers own the IP of their creatio ns Ola Fosheim Grøstad
- Effects of skill-imbalances? Joshua Judson Rosen
- download-barriers Joshua Judson Rosen
- download-barriers Matt Mihaly
- Language and platform for Text MUD server =?koi8-r?Q?=22?=Andrew Batyuck=?koi8-r?Q?=22=20?=< javaman@mail.ru>
- Language and platform for Text MUD server Miroslav Silovic
- Language and platform for Text MUD server Kwon J. Ekstrom
- Language and platform for Text MUD server Patrick Dughi
- Language and platform for Text MUD server Alex Chacha
- Ragnarok Wisdom Michael Tresca
- Java on Linux gbtmud
- Java on Linux Artur Biesiadowski
- AS TECHNOLOGY SCATTERS VIEWERS, NETWORKS GO LOOKING FOR THEM Michael Tresca
- Breakdown of Java users Christopher Kohnert
- Second Life's customers get [copyright?] of their creations Joshua Judson Rosen
- Rubies of Eventide shutting down Mantees de Tara
- Rubies of Eventide shutting down Zach Collins {Siege}
- Rubies of Eventide shutting down Sheela Caur'Lir
- Rubies of Eventide shutting down Michael Sellers
- Rubies of Eventide shutting down Koster, Raph
- Dopamine and addiction Ola Fosheim Grøstad
- Dopamine and addiction David Love
- Dopamine and addiction a t y mcguire
- Dopamine and addiction Lars Duening
- Dopamine and addiction Ola Fosheim Grøstad
- Dopamine and addiction Rayzam
- Dopamine and addiction Ola Fosheim Grøstad
- Dopamine and addiction Rayzam
- Dopamine and addiction Marian Griffith
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Eli Stevens
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Jessica Mulligan
- Trusting the client, encrypting data ceo
- Trusting the client, encrypting data Amanda Walker
- Trusting the client, encrypting data Mike Shaver
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Sean Middleditch
- Trusting the client, encrypting data Peter Harkins
- Trusting the client, encrypting data Amanda Walker
- Trusting the client, encrypting data Crosbie Fitch
- Trusting the client, encrypting data Richard A. Bartle
- Trusting the client, encrypting data Mike Shaver
- Trusting the client, encrypting data ceo
- Trusting the client, encrypting data J C Lawrence
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Sean Middleditch
- Trusting the client, encrypting data Mike Shaver
- Trusting the client, encrypting data Paul Schwanz
- Trusting the client, encrypting data Vincent Archer
- Trusting the client, encrypting data Felix A. Croes
- Trusting the client, encrypting data Sean Middleditch
- Trusting the client, encrypting data Alain Hamel
- Trusting the client, encrypting data Richard A. Bartle
- Trusting the client, encrypting data Alex Chacha
- Trusting the client, encrypting data Amanda Walker
- Trusting the client, encrypting data Crosbie Fitch
- Payment Transaction Processing altug
- Payment Transaction Processing Sean Middleditch
- Payment Transaction Processing Jason Smith
- Payment Transaction Processing stanza
- Payment Transaction Processing Matt Mihaly
- Payment Transaction Processing Gary Cooper
- Payment Transaction Processing J C Lawrence
- Payment Transaction Processing Gary Whitten