Second Life goes to Newcastle to get global customer service

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Second Life goes to Newcastle to get global customer service

Antony Savvas

Virtual world Second Life has 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.


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