Overview
A leading fantasy sports company partnered with Sourcefit to expand its customer support and moderation workforce during a period of rapid growth. As user volume surged and seasonal peaks intensified, the company decided to outsource operations to maintain speed, compliance, and service quality.
Sourcefit designed and now operates the program through its Employer of Record (EOR) model, managing recruitment, HR, and compliance while the client retains direct oversight of daily performance. The partnership delivers agility, transparency, and multilingual coverage during the industry’s most demanding seasons.
The challenge
- Unpredictable spikes in support requests during major sports seasons
- Tight compliance requirements tied to payments and data handling
- The need for multilingual agents and full time-zone coverage
- High internal training and management costs during peak activity
Our approach
Sourcefit launched the engagement under its EOR framework, enabling the client to scale quickly without establishing local entities or managing payroll.
During setup, Sourcefit:
- Recruited and onboarded a 150-person team trained in player verification, live chat, and responsible gaming protocols.
- Managed employment, HR, and payroll under regional compliance standards.
- Integrated directly with the client’s customer service and moderation platforms for seamless collaboration.
The partnership operates under a transparent cost-plus model, providing full visibility into compensation, overhead, and productivity metrics.
Today, Sourcefit continues to manage all HR, payroll, and compliance requirements, while the client directs daily operations, training updates, and performance KPIs. This EOR model provides both workforce flexibility and data security across multiple geographies.
Results
- 150 full-time employees managed under Sourcefit’s EOR structure
- CSAT consistently above 95% during seasonal peaks
- 37% faster ticket resolution after full deployment
- 40% lower operating costs versus domestic staffing benchmarks
- 100% uptime and coverage across major event cycles
Key takeaways
- EOR as a growth accelerator: Enables rapid scaling with complete compliance and cost transparency.
- Operational flexibility: Workforce capacity adjusts seamlessly to seasonality and event demand.
- Shared visibility: Real-time reporting and KPI tracking align Sourcefit and client teams on performance outcomes.
Industry learnings
The fantasy sports and online gaming industry faces intense volume fluctuations and high compliance demands. EOR partnerships provide the flexibility to maintain service quality and compliance standards at scale while controlling costs.
This engagement demonstrates how agile workforce models can sustain both rapid growth and reliability in fast-changing digital entertainment sectors.
Learn more
Sourcefit helps entertainment and gaming platforms scale securely through transparent EOR services and multilingual customer support operations.
Discover how SourceCX enhances player engagement and retention, and how WorkingAI automates repetitive support tasks to increase responsiveness.
Contact our gaming solutions team to explore scalable CX and support models for your platform.
