Virtual worldSecond Lifehas gone to Newcastle to
get 24-hour customer support services for its
residents.
Twenty4help Knowledge
Service of Newcastle-upon-Tyne has been awarded a contract by
Second Life creator Linden Lab to provide global technical and
customer support to users of its 3-D virtual world.
Robin Harper, Linden Lab vice-president of marketing and
community, said, "The unprecedented growth of Second Life, coupled
with virtual world idiosyncrasies provided Linden Lab with several
customer-support related challenges.
"We wanted to find a partner with a strong cultural fit. Of
equal importance we wanted a partner who was sufficiently flexible
to support not just our current but also future needs."
Paul O'Hara, twenty4help sales and business development manager,
said, "We are able to offer Linden Lab a scalable solution to grow
in-line with its rapidly-expanding global customer base. This means
not just satisfying a rising call volume but also providing native
speaker support worldwide."
Twenty4help is initially providing support from its operation in
Newcastle. Part of the ongoing programme will involve monitoring
the sources of the incoming calls to asses the future requirements
for Second Life customer support.
By analysing incident types and origin, twenty4help is able to
ensure appropriate language skills are available, and to develop
strategies for future European and global based operations
according to demand.