Scaling CX to Power Hard Rock’s Growth

Client & Challenge

In 2021, Hard Rock Digital selected Conduet to support its Florida launch. Unlike traditional BPOs serving multiple industries, Conduet’s singular focus on gaming meant agents were trained in player expectations, compliance requirements, and platform nuances from day one.

As demand grew, Hard Rock leaned on Conduet to expand operations quickly while maintaining quality. Competing BPOs were slower to adapt and lacked industry expertise, while Conduet consistently outperformed both internal CS teams and larger multi industry suppliers across every key metric.

Solution

Conduet delivered a fully managed model purpose built to support Hard Rock’s launch and growth.

• Rapid Onboarding: ~180 agents trained and fully operational in under 60 days

• Industry Expertise: Gaming first focus enabled faster training, better accuracy, and more efficient ticket handling

• Seamless Growth: Expanded from ~40 agents in 2022 to ~400+ in 2024

• Exclusive Partner: Chosen as Hard Rock’s sole offshore CX provider after outperforming larger BPOs

Results

• Explosive Scale: 10x headcount growth in just two years to meet player demand

• High CSAT Maintained: Quality held steady even as agent volume surged

• Operational Speed: Hundreds of agents onboarded and live in under 60 days

• Outperformed Larger BPOs: Conduet’s gaming specialization enabled higher efficiency and stronger results than multi industry competitors

Why This Matters

When operators choose a global BPO, they often face tradeoffs: longer ramp times, higher costs, and diluted service quality. Conduet takes a different approach. With a singular focus on gaming, we combine efficiency, expertise, and speed to deliver both rapid scale and consistently high-quality service. The result is a specialized partner that helps operators achieve outcomes larger outsourcing firms struggle to match.