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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 workers at its Austin workplace, in response to inner emails considered by Kotaku. One supply aware of the choice instructed Kotaku that as many as 100 staff may very well be affected, lots of whom supported dwell operations on FIFA 22. Going ahead, EA will as an alternative seemingly outsource that work, a transfer that might come after the online game writer lately introduced it’s ditching the FIFA license and rebranding its common soccer sequence EA Sports activities FC beginning in 2023.

“We constantly evolve to ship higher experiences for our followers and are enhancing our help mannequin,” Joel Knutson, VP of buyer expertise at EA, wrote in an e mail to workers considered by Kotaku. “With a view to scale back complexity and improve our effectivity, flexibility and scalability,” the manager mentioned roles can be eradicated in Austin, and that he would even be “proposing redundancy” for related roles in EA’s Galway, Eire workplace which gives customer support help for European gamers.

This work, which a supply tells Kotaku primarily consists of e mail, chat, and cellphone help for gamers experiencing points in video games like FIFA 22, reminiscent of having hassle with microtransactions, will as an alternative be outsourced. The supply mentioned this resolution got here after repeated complaints by EA Austin and Galway workers of inadequate annual raises consisting of as little as $0.10 hourly. EA reported one other worthwhile quarter final week, thanks largely to dwell providers like FIFA and different sports activities video games.

“The adjustments in our buyer help perform aren’t tied to anybody gaming franchise, nor are they linked to our EA SPORTS FC announcement final week,” an EA rep instructed Kotaku in an e mail. “The client help perform help 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 help on cellular video games are being created, in response to 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 supplied the next assertion:

We’re all the time fascinated with how we enhance our participant expertise, and this consists of reviewing how we are able to greatest present the help they might have to take pleasure in them totally. With this in thoughts we’ve got proposed some adjustments in our buyer help perform to offer extra flexibility and permit us to assist gamers after they want it most. As a part of this course of we’re contemplating altering a variety of roles throughout the staff, closing some roles and in addition creating new ones. We’re working intently with our individuals all through this course of and are offering help to anybody whose function is impacted.

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



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