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EA Cuts Customer Service Staff After Ditching FIFA License


A tired Kylian Mbappé from FIFA 2022 looks toward the horizon.

Picture: EA

Digital Arts is shedding a ton of customer support employees at its Austin workplace, in line with inner emails seen by Kotaku. One supply aware of the choice informed Kotaku that as many as 100 staff could possibly be affected, a lot of whom supported dwell operations on FIFA 22. Going ahead, EA will as a substitute seemingly outsource that work, a transfer that will come after the online game writer not too long ago introduced it’s ditching the FIFA license and rebranding its well-liked soccer collection EA Sports activities FC beginning in 2023.

“We constantly evolve to ship higher experiences for our followers and are bettering our assist mannequin,” Joel Knutson, VP of buyer expertise at EA, wrote in an electronic mail to employees seen by Kotaku. “So as to scale back complexity and enhance our effectivity, flexibility and scalability,” the manager stated roles can be eradicated in Austin, and that he would even be “proposing redundancy” for related roles in EA’s Galway, Eire workplace which supplies customer support assist for European gamers.

This work, which a supply tells Kotaku primarily consists of electronic mail, chat, and telephone assist for gamers experiencing points in video games like FIFA 22, corresponding to having bother with microtransactions, will as a substitute be outsourced. The supply stated this resolution got here after repeated complaints by EA Austin and Galway employees of inadequate annual raises consisting of as little as $0.10 hourly. EA reported one other worthwhile quarter final week, thanks largely to dwell companies like FIFA and different sports activities video games.

“The adjustments in our buyer assist operate should not tied to anybody gaming franchise, nor are they linked to our EA SPORTS FC announcement final week,” an EA rep informed Kotaku in an electronic mail. “The shopper assist operate assist a variety of participant questions pertaining to our gaming titles, know-how, together with Origin or our EA Play subscription service.

10 new jobs for customer support assist on cell video games are being created, in line with the e-mail, which laid-off staff can apply for.

When requested for touch upon the rationale behind the obvious cost-cutting measure, EA spokesperson Charlie Fortescue offered the next assertion:

We’re all the time interested by how we enhance our participant expertise, and this contains reviewing how we will greatest present the assist they might must take pleasure in them totally. With this in thoughts we’ve proposed some adjustments in our buyer assist operate to present extra flexibility and permit us to assist gamers once they want it most. As a part of this course of we’re contemplating altering plenty of roles inside the crew, closing some roles and in addition creating new ones. We’re working carefully with our individuals all through this course of and are offering assist to anybody whose position is impacted.

Replace: 5/18/22, 5:54 p.m. ET: Added additional remark from EA.



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