The Trifecta KPI: Playing to Strengths in Player Support

If you’ve ever worked in Player Support, you know it’s about much more than checking off tickets. Every day, support teams juggle efficiency, quality, and the hope that each player leaves happy, all while trying to keep up with fast-changing games, new features, community expectations, and ever-shifting technology. With so much going on, it’s fair to ask: how do you really measure good support?

At TransPerfect Games, we’ve spent a lot of time thinking about that question. The result is something we call the “Trifecta KPI System.” Here’s what that really means for our teams, and why we believe it’s a game-changer.

Why Traditional Metrics Fall Short

Most support operations rely on the same familiar trio of measurements: how many problems you solve, how accurately you solve them, and whether the customer is satisfied. Sounds simple, right? But there’s a problem with assuming everyone can hit top marks in all three categories all the time: no one can. We’re all human, and we all work differently.

Think of your own team. Some people thrive on efficiency and generate huge piles of solved tickets every shift. They’re comfortable in the “zone” and find satisfaction in speeding up every little process, automating repetitive tasks, and having pre-written snippets at hand for every scenario. 

Others slow down to make sure every detail is right, accepting fewer tickets per hour so nothing slips through the cracks. 

Then there are those who somehow always leave people smiling, even if everything else takes a little longer. After all, player support is all about the interaction with people who share the same gaming passion.   

Traditional scoring systems don’t leave much room for these natural differences. Instead, they push everyone toward the same profile of the “ideal agent,” which often results in a weaker operation overall. When you try to mold every person into the same shape, you ignore individual strengths, overlook what makes each agent valuable, and risk stifling the very qualities that players appreciate most. 

The Trifecta: A Flexible Solution

We wanted a system that rewards each agent’s strengths, including speed, quality, or satisfaction, without demanding perfection in all three at once. That’s where the Trifecta comes in. Rather than expecting universal excellence, we focus on each agent’s two strongest metrics, as long as they keep the third at a healthy baseline.

Here’s how it looks in practice:

• An agent who’s quick and earns high satisfaction scores can still shine, even if their quality score dips a bit (as long as they’re not missing critical details, of course).
• If another colleague is thorough and leaves players happy but isn’t the fastest, that’s still okay. Their contribution is considered excellent.

By giving people room to be themselves, they can lean into their strengths rather than constantly trying to shore up the areas that don’t come naturally. As a result, the work becomes more fulfilling and the overall team stronger.  
 

The resulting agent profiles are also highly useful for triaging ticketing tasks. Someone who is speedy and has an eye for detail is perfect to handle payment and account tickets.

On the other hand, someone who always leaves players with a good feeling and knows the game by heart is better suited to answer game-related queries from our community.

Different ticket categories call for different kinds of strengths, and the Trifecta helps us recognize and use them intentionally.

Culture Shift and Real-World Results

Rolling out the Trifecta isn’t just about updating KPI dashboards. It represents a shift in how our team works together and recognizes the different value each individual brings to the table. When people are encouraged to embrace the things they’re good at, it changes the atmosphere. Colleagues become more supportive of one another. Conversations about performance and growth become more honest and less intimidating. And because the pressure to be good at everything is lifted, the feelings of burnout and imposter syndrome decrease noticeably, increasing retention rates and saving costs.

On top of that, players can feel the difference. When support agents are empowered to do what they do best, it translates into higher-quality help, faster solutions, and a more personal touch. The energy and confidence of the team translate directly into the player experience.

Measuring Success, and Still Improving

Of course, we still use metrics. We still set realistic targets, check in regularly, and make sure no category slips too far. But the pressure to be a “meta-agent” who excels in everything at once is no longer part of the equation. Our team leads continue to refine and adapt the system, whether that means adjusting quality guidelines, offering targeted coaching, or finding new ways to support agents in the areas they want to grow.

The Trifecta isn’t perfect, but it better reflects how real people work. That makes it a more meaningful measure of success for us.

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