Has Steam Support been outsourced?

[mechmouse_blackflag]

In a recent discussion (the nature of which is unimportant, but it has since been deleted) I was told my belief that VALVe is, phyically and by number of employees, a small company and does not outsource its support.

The person in question was quite adamant that VALVe had, and from the language used had done recently, outsourced their support.

Now VALVe's flat structure is a matter of public knowledge, oursourcing tends to go against such an ethos.

Also what should be well know in the industry is the difficulty faced by VALVe over the volume of issues compared to the number of staff.

As such an outsourcing move by VALVe would be newsworthy.

I can not find any reference to VALVe outsourcing on the first 5 pages of results for a google search "Steam outsource helpdesk" or any variation of with "VALVe".

So can anyone out there confirm either way?

[Kesac]

http://steamed.kotaku.com/valve-explains-why-steam-customer-service-is-still-terr-1736988223

[Satoru]

http://steamed.kotaku.com/valve-explains-why-steam-customer-service-is-still-terr-1736988223

I assume they're referring to this article

[mechmouse_blackflag]

“We’ve hired a couple different companies [to help with support],” said Johnson. “The thing that’s interesting is, you go out to third-party support providers, and—at least in our experience—most of them wanted to sell you ways to reduce the number of people currently waiting in support, but they weren’t very good at selling you ways to solve customer support issues. I think we’ve all had that experience of, ‘I get it. You’re trying to get me off the line.’ We’re not super interested in providing crappy support in volume.”

So Valve’s taken to training people, but training takes time.

That says they're hired companies to help with support, not outsourced. That reads more like consultation, training and software. Had they outsourced, they would have most likely used the word. It also said they're not interest in volume support.

It’s meant that training people in third-party has taken longer than we expected

is that
"training people in the third-party company"
or
"training people in the third-party software"

I'm rather worried about the vagueness of this gentleman's reporting.

Lastly out of all the publications in the world to talk to over this, they chose this one single unaffliated Journalist (who may have questionable ethics) to discuss a highly contentious issue that is serious to public relations.

I'm feeling rather skeptical.

[Tux]

you very much want Steam Support Outsourced.

Why?
Because their business model does not make for a good business model for support issues.
Their business model is perfect for an innovation company, for support they would need an entirely different management structure, its much better to outsource all of that.

[wuddih]

Originally posted by mechmouse_blackflag:

It’s meant that training people in third-party has taken longer than we expected

is that
"training people in the third-party company"
or
"training people in the third-party software"

I'm rather worried about the vagueness of this gentleman's reporting.

They use DeskPro for their support system. a primate can use it in a week, it is more about the procedure standards and efficient workflows, so I guess they just outsourced the training of new support employees. Valve is too introverted to outsource a whole department, so support will most likely stay in-house.

[Tux]

Originally posted by wuddih:

Originally posted by mechmouse_blackflag:

is that
"training people in the third-party company"
or
"training people in the third-party software"

I'm rather worried about the vagueness of this gentleman's reporting.

They use DeskPro for their support system. a primate can use it in a week, it is more about the procedure standards and efficient workflows, so I guess they just outsourced the training of new support employees. Valve is too introverted to outsource a whole department, so support will most likely stay in-house.

Originally posted by wuddih:

Originally posted by mechmouse_blackflag:

is that
"training people in the third-party company"
or
"training people in the third-party software"

I'm rather worried about the vagueness of this gentleman's reporting.

They use DeskPro for their support system. a primate can use it in a week, it is more about the procedure standards and efficient workflows, so I guess they just outsourced the training of new support employees. Valve is too introverted to outsource a whole department, so support will most likely stay in-house.

they really shouldn't.

Valve core management is focused around innovation. That management style is terrible for support based projects. In fact the entire 'mode' of the two roles would be in direct conflict. They should outsource all support

[mechmouse_blackflag]

I think outsourcing would be a terrible idea.

A far more effective and complimentary idea would be to become more cellular and localised. By that I meant take experienced staff from VALVe HQ and create regionalised sister companies for sales and support.

That way each sister company/cell can maintain its flat structure and report into VALVe HQ.

As much as I disagree with some of VALVe's policies, I've always admired their management structure (or lack of). Out sourcing is the first step in sacrifcing that.

[Tux]

Originally posted by mechmouse_blackflag:

I think outsourcing would be a terrible idea.

A far more effective and complimentary idea would be to become more cellular and localised. By that I meant take experienced staff from VALVe HQ and create regionalised sister companies for sales and support.

That way each sister company/cell can maintain its flat structure and report into VALVe HQ.

As much as I disagree with some of VALVe's policies, I've always admired their management structure (or lack of). Out sourcing is the first step in sacrifcing that.

Maybe..however consider this in regards to Valves management style.

They allow employees to work on whatever they want as long as they can quantify the outcome.

Valve employees have more freedom to basically ♥♥♥♥ off and do whatever they want than pretty much any other company known to mankind. This kind of structure has proven (for them) to be very good for innovation. Studies have shown that this general style of management is good for creative types with a bit of a type A personality.

Now...would you want that type of management style running your support team?

OR would you rather have those same people who are allowed to do whatever they want be told my an external management company a few basic words 'we will take care of your support problems'