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It is from that fateful day of 19 October 2011, when the wave of layoffs at CCP to refocus technology and finance after the many disappointments of the company, begins the last act of this play.
This post mood is divided into two sections that follow: On Deadly Ground (Part I) cast and Support (part two).
There was indeed a small team of Game Masters for Eve Online, outsourced to Sitel benefit of society, but working only on Eve Online and caring support localized in German and Russian. The French support was initially expected when the team was founded in May 2007 and French GMs were then recruited for this purpose … Project abandoned or forgotten somewhere in the drawer of a dusty office in Reykjavik. The GMs French existed, but were allowed to support only in English. This small team of 8 people (3 French, 4 German, and a Lead Game Master from his day to statistics or surf the Web) came to grow over time to 11 people, Russian GMs s adding it.
What fly had bitten CCP well have to outsource some of its support? You should know the early days of Eve, the support was outsourced in Iceland. Then the contract was broken and GMs involved in CCP. What a strange approach to internalize that outsourcing before outsourcing again … But the marketing department liked to experiment, even unnecessary.
The initial result was interesting: the initial GMs are frequent players of Eve, the results were immediately go, probably well beyond the expectations of CCP or Sitel. There were also failures, inherent to the vagaries of the human personality. The main problem was that these GMs, players, fans of Eve had only one dream: they all wanted to join CCP. They proved so little loyal to Sitel, especially loyal to the CCP, watching jealously that the secrets of customer support Eve does not fall into the hands of players of Eve who could sometimes be found in the same building. But time passed, some left the team, others joined them. Of Russian GMs were recruited without ever having played the game time, the star shone CCP weaker in the heart of the GMs. A soft weariness settled.
It would be difficult to describe support for Eve. It must however be noted that it is one of those demanding the most time, the processing of a petition ranging from hours to seconds. And all the supermarkets do not want to spend several hours on a petition as they must meet at least one good sixty in the day. He was thus one time to increase the productivity of its GMs, CCP decided to increase the number of petitions which they had to meet each day depending on the performance of the week or the month before. System finally abandoned as stupid simply ignored: a mediocre GM is walled into mediocrity by simply responding to petitions easy and maintaining an average number of petitions answered by day, a good GM found itself forced to admit it could not exceed a certain number of responses per day without dangerously affecting the quality of his work.
All teams will be worth it: that of Shanghai has long been the least successful but due to the stability of its workforce to improve gradually, albeit uneven and probably without the help of its Lead GMs. There were rivalries between the various offices of GMs: Atlanta, Shanghai, Reykjavik and Düsseldorf. But a good spirit prevailed in spite of occasional criticisms that each team may have in respect of a particular GM and its working methods. Finally, good GMs were spread a little in all the teams, and also very poor, they often managed to crack the file petitions for very many months or even years. Finally, some good GMs become mediocre, just tired of their work and years. I must say that CCP is a machine that uses over time.
The dismissal was of course taken under the same rules as Atlanta's GMs arrive on Tuesday morning, get to work … A small meeting was held. He stuck dealing with petitions asking its colleagues in other teams to replace him for one hour. This will ultimately be for the day. At the meeting, scheduled at the request of CCP may, CCP cut access to mailboxes and internal software to respond to petitions. When GMs come pale, more accessible. Just time for some mail to send a final farewell, the mailbox was not cut fast enough for all. It is true that the confidence that we can bring to employees who worked for you since sometimes four and a half years and limited: it would be a shame to cause any trouble, trouble that could affect any wavering confidence that players bring to CCP for the case T20, the old paranoia.
Of course, some of these GMs were necessary for the proper customer support: who else could replace them in such short notice to respond to petitions in German and Russian? It was therefore necessary to offer young sheep, the GMs have not yet been worn by years of experience and just by CCP, if they wished to join CCP. Those who saw him offer refused: too far when his life was in Germany or simply disgusted by the conditions of their dismissal.
For others, the French, English and some German which no longer wanted, it was their only hope to join another team of Sitel to customer support. Difficult to accept for those who may have made customer support that because it was for Eve. They will not even entitled to a thank you note from CCP despite years of loyal service. Probably just the thanks of the players that we have been able to help should it be enough? Debatable.
The consequences will be only temporary: Players wait a few more days for a response to their petitions, including Russian and German. After all it would be difficult to get rid of a dozen GMs and imagine that everything will be wonderful. Others will replace them, some will be better, some not so good. And finally everyone will forget the existence of the outsourced team, born as a result of any delusions of CCP, died after a major cleaning.
For me the disappointment with respect to CCP is prior to this last act, probably due to fatigue, the fighting worthy of Don Quixote when I was in customer support, or the various events that have affected me in as a player.