Outsourcing for Media & Gaming Industry
Media & Gaming Industry specific challenges
The Media & Gaming industry is a dynamic and rapidly evolving sector, characterized by intense competition, technological innovation, and a constant demand for engaging content. In this environment, Business Process Outsourcing (BPO) has become a critical strategic partner for companies seeking to scale their operations, manage costs, and deliver exceptional customer experiences.
We present here 3 detailed use cases for BPO services in the Media & Gaming industries, with a focus on content moderation for social media , gaming customer support, and Beta testing offshored team of players.
01
Content Moderation for a Social Media Platform
Overview
Our Outsourcing Solution for the Social Media
As a multilingual (30 languages) content moderation provider we provide a scalable and effective solution with a team of trained moderators to monitor and moderate all user-generated content on the platform 24/7.
The services included :
- Sample Validation of AI-Powered Moderation tool (brought by the client) which automatically detects and flags harmful content for the first layer.
- Human-in-the-Loop Review: A team of human moderators to review and adjudicate all flagged content, ensuring high accuracy and consistency for the second layer and some languages the AI tool didn’t manage.
- Multilingual Moderation: Moderation in over 8 languages to support the platform’s global user base.
- See our service page
Implementation Strategy
1. Policy Development
Development of comprehensive content moderation policies and guidelines in collaboration with the social media platform.
2. Dedicated Moderation Team
A dedicated team of moderators with expertise in the social media industry and content moderation best practices.
3. Transparency Reporting
Regular reporting on key metrics, such as moderation accuracy, response times, and the volume of content moderated.
ROI Analysis
- Improved Brand Safety: Proactive content moderation improved brand safety and protected the platform’s reputation.
- Enhanced User Experience: A cleaner and safer platform enhances the user experience and increases user engagement.
- Reduced Risk: Effective content moderation reduced the risk of legal and regulatory issues.
02
Gaming Customer Support for a AAA Game Studio
Overview
A AAA game studio was preparing to launch a new flagship title and is expecting a massive influx of players. The studio lacks the internal resources to provide 24/7 multilingual customer support to a global player base. The studio is concerned that a poor customer support experience could lead to negative reviews, player churn, and a loss of revenue.
Gaming industry outsourcing solution
We provided a scalable and cost-effective solution with a team of trained gaming support agents to handle all player inquiries, technical issues, and in-game support requests.
The services included:
- 24/7 Multilingual Support: Round-the-clock support in over 20 languages to cater to the game studio’s global player base.
- Omnichannel Support: A unified platform to manage all player interactions across multiple channels, including in-game chat, email, social media, and community forums.
- Technical Support: A dedicated team of technical support agents to troubleshoot and resolve all technical issues, from installation problems to in-game bugs.
- See our service page
Implementation Strategy
1. Game Training
Rigorous training of the gaming support agents on the new game title, including gameplay mechanics, common issues, and escalation procedures.
2. Technology Integration
Integration of the BPO provider’s omnichannel platform with the game studio’s CRM and bug tracking systems.
3. Dedicated Support Team
A dedicated team of gaming support agents with a passion for gaming and a deep understanding of the gaming community.
4. Player Feedback Loop
A system for collecting and analyzing player feedback to identify and address common issues and improve the overall player experience.
ROI Analysis
- Improved Player Satisfaction: A positive and responsive customer support experience improved player satisfaction scores by up to 30%.
- Reduced Player Churn: Effective customer support reduced player churn by up to 15%.
- Increased Revenue: A more satisfied and engaged player base led to a 10% increase in in-game purchases and other ancillary revenue.
03
Offshore Beta Testing Teams for a Mobile Gaming Company
Overview
A mobile gaming company was developing multiple free-to-play titles simultaneously and was struggling to conduct comprehensive beta testing across different markets, devices, and player demographics. The company’s internal QA team is limited in size and geographic diversity, making it difficult to identify region-specific bugs, cultural preferences, and gameplay balance issues. With tight development schedules and the need to launch games globally, the company requires extensive testing coverage that would be prohibitively expensive to build internally.
The mobile gaming company faces several critical challenges in their beta testing process:
- Limited Geographic Coverage: Internal testing teams are concentrated in a single location, missing critical insights about how games perform across different regions, network conditions, and cultural contexts.
- Device Fragmentation: With thousands of Android and iOS device configurations globally, the company cannot afford to maintain comprehensive device testing labs internally.
- Scale and Speed Requirements: Each game requires testing by hundreds of players across multiple build iterations, creating resource demands that exceed internal capacity.
- Cultural and Language Barriers: Games intended for global markets need testing by native speakers and players familiar with local gaming preferences and cultural sensitivities.
- Cost Pressures: Building internal beta testing capabilities across multiple regions would require significant investment in infrastructure, recruitment, and ongoing operational costs.
Our outsourcing Solution for Gaming beta testing
- Global Beta Testing Network: we maintained testing facilities and player networks across key gaming markets including Southeast Asia (from Philippines) , Europe (from Bulgaria) , Middle East market ( From Egypt) , French market from Madagascar . This geographic distribution enables testing across different time zones, network conditions, and cultural contexts that reflect the game’s target markets.
- Diverse Player Demographics: The offshore team includes players across different age groups, gaming experience levels, and cultural backgrounds, providing insights into how various player segments interact with the game. This diversity helps identify accessibility issues, difficulty curve problems, and cultural sensitivity concerns that internal teams might miss.
- Comprehensive Device Coverage: we maintained extensive device labs with hundreds of smartphone and tablet configurations, including both current flagship devices and older models that represent significant market segments in emerging markets. This coverage ensures games perform well across the full spectrum of target devices.
- Specialized Testing Methodologies: The offshore team employs structured testing methodologies including functional testing, usability testing, localization testing, performance testing, and monetization testing. Each testing phase follows documented protocols while allowing for exploratory testing that can uncover unexpected issues.
- Real-Time Feedback and Reporting: Advanced reporting systems provide real-time feedback on bug discoveries, player behavior analytics, and gameplay balance issues. The BPO team uses specialized gaming QA tools and platforms that integrate directly with the client’s development workflow and bug tracking systems.
- See our service
Implementation Strategy
PHASE 1
Setup and Integration (Weeks 1-2)
The implementation begins with establishing secure development build distribution systems and integrating oworkers’s testing infrastructure with the client’s development tools. This includes setting up VPN access, configuring bug tracking system integration, and establishing communication protocols between the offshore team and internal development teams.
PHASE 2
Team Training and Onboarding (Weeks 2-3)
The offshore beta testing team undergoes comprehensive training on the client’s games, testing methodologies, and reporting standards. This training includes understanding the game’s target audience, monetization model, and specific quality standards. Team members are also trained on the client’s development tools and communication platforms.
PHASE 3
Pilot Testing Program (Weeks 3-4)
A pilot testing program validates the offshore team’s capabilities using a current game build. This pilot phase allows both teams to refine communication processes, testing protocols, and reporting formats before full-scale implementation. Feedback from this phase is used to optimize the testing workflow and address any integration issues.
PHASE 4
Full-Scale Beta Testing Operations (Ongoing)
The offshore team begins comprehensive beta testing operations across multiple game titles and development cycles. This includes regular testing sprints aligned with the client’s development schedule, specialized testing for major updates, and ongoing monitoring of live game performance issues.
PHASE 5
Continuous Improvement and Expansion (Ongoing)
The partnership evolves to include additional testing services such as competitive analysis, market research, and post-launch monitoring. The offshore team’s insights contribute to game design decisions and help inform future development priorities.
ROI Analysis
- Cost Savings
Offshore beta testing typically delivers 60-70% cost savings compared to building equivalent internal testing capabilities. The client avoids significant infrastructure investments, recruitment costs, and ongoing operational expenses while accessing specialized expertise and global testing coverage. - Time-to-Market Acceleration
Comprehensive beta testing reduces post-launch bug fixing and update cycles, accelerating overall time-to-market by 15-25%. Early identification of critical issues prevents costly delays and emergency patches that can damage game reputation and player retention. - Quality Improvement
Professional beta testing typically identifies 40-50% more critical issues compared to internal testing alone, resulting in higher-quality launches and improved player satisfaction scores. This quality improvement directly impacts app store ratings, organic discovery, and long-term player retention. - Market Performance Enhancement
Games that undergo comprehensive beta testing show 20-30% better retention rates and 15-20% higher monetization performance compared to games with limited testing. The cultural and demographic insights provided by diverse testing teams help optimize games for their target markets. - Risk Mitigation
Comprehensive beta testing reduces the risk of catastrophic launch failures, negative reviews, and costly post-launch fixes. This risk mitigation protects the client’s brand reputation and prevents revenue losses associated with poor game launches. - Revenue Impact
The combination of improved quality, faster time-to-market, and better market fit typically results in 25-35% higher lifetime revenue per game compared to titles with limited beta testing. This revenue improvement more than justifies the investment in comprehensive testing services.
Conclusion
Offshore beta testing represents a strategic opportunity for gaming companies to significantly improve their game quality while reducing costs and accelerating time-to-market. By leveraging specialized BPO providers with global testing capabilities, companies can access diverse player perspectives, comprehensive device coverage, and professional QA expertise that would be prohibitively expensive to build internally. The combination of cost savings, quality improvements, and market insights makes offshore beta testing an essential component of successful game development strategies in today’s competitive mobile gaming market.
Ready to Elevate Your Media and Gaming Operations?
Work with OWorkers
Optimize your content moderation, enhance your player experience, and accelerate your game development with a trusted multilingual BPO partner. Contact us today for a free consultation and discover how our specialized solutions can transform your social media platform safety, gaming customer support, and beta testing processes across 30+ languages and global markets, while reducing your operational costs by up to 70% and improving player satisfaction by 30%.
