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Case Study – Economy Energy

The client

Gaming specialist Buzz Bingo, formerly known as Gala Leisure, runs 116 bingo halls across the UK, including nine in the North East, as well as a successful online gaming platform.

The challenge

The partnership between Buzz and EC Outsourcing formed in August 2018, when Buzz launched its bingo halls and online gaming platform.

Buzz had a need for 25 chat hosts to manage its online bingo chat rooms. Buzz was looking for a fresh and lively team of people to bring fun and vibrance to its chat rooms and keep customers engaged and entertained.

 

Six months later Buzz made the decision to extend its onsite customer service team to EC, and we now have an established team of 18 customer service advisors working alongside Buzz’s in-house and customer service team.

Our Solution

EC recruited and trained agents who were representative of the fun and vibrant buzz bingo brand. Employees were in place and trained ready for the launch.

 

Due to our level of experience in the industry, our strategies are executed regularly and are proven to provide an unrivalled level of ROI for clients, meaning we are experts in enhancing brand awareness and driving sales. We were able to identify the right tactics most likely to engage Buzz’s online customer base, identifying new and innovative ways to promote an excellent customer experience and provoking customer loyalty.

 

Stevie Shaves, Chief Digital officer at Buzz Bingo, said:

“EC Outsourcing have always been well regarded in the gaming industry, given their level of finely tuned experience in this sector. Having worked with various reputable brands in the past, we were confident we’d see a profitable ROI when choosing the partnership.

“EC understood our need from the off and were able to allocate the necessary resources ready for the launch of our online site. The campaign hit the floor running, and six months later we decided to extend our customer service work stream to EC, to further drive innovation and customer satisfaction. We really feel like EC ‘get’ our brand and the importance of injecting energy and excitement into the campaign.

“EC has become an essential part of our business in many ways, and we are excited to see how this could evolve in the future.”