Dedicated Member
As nice for us as it would be for them to introduce such a team, how likely do you really think that is? Gotta say is close to "fuck off". Too much money for nothing if you look at it from their point as a business. Which is silly because traders buy games during sales to resell after ect.. So they do pump in some cash to valve.
I've got a love hate relationship with valve.
Administrator
They may trade ban an account but it takes them seconds to look and find alts, and no bans on them, makes me mad. Its not just for money for items sales but major problem users such as OG or WENJ or SW, account hijackers or anyone who charges 400$ in keys on a new account and backcharges valve or alike. I see your point that its a business decision and cheaper not to from their point of view but I do still think the costs are justifiable for the time wasted by regular support and the headaches it causes its users.
Super Moderator
Helpdesk agent average starting: 15 an hour.Originally Posted by Butane
Slightly technical agent starting: 12 an hour.
Throw in benefits, facility costs and management overhead, you're looking at actual of around 20 and 17 an hour (for this, since its account management, you really want them to be employees instead of contractors, even if that would save cash). Either work, just depends on the scoped out support they'll be required to give.
Assuming a 12 minute handle time for each request, with a agent utilization of around 40% (average for a slightly mature service desk, which this can mirror), you're looking at around 16-20 reports a day they can resolve, per agent. Not knowing their volumes, it'd probably be something like, at most, 600 a day (if you include, say, VAC inquiries), m-f. If you keep a 24/5ish staff (not needed, but not a horrible idea), you'd need about 20 agents, 1 manager (or if it falls under their customer service management, 3 supervisors) and two-three leads. Management cost of lets say 40 an hour with all the stuff factored in (so 75k a year salary), and two leads costing lets say 26 an hour.
If my volumes are off, drop it to 10 agents, 1 lead, one manager.
In either case, the costs of running that department per year? Probably as much as half of what they'd make if they released a $20 paint that could give a selected hat a random (of a predetermined list) unusual effect.
Cost is not an issue for Valve here. It's a matter of they're a software company, an R&D company, not an IT company/customer service organization. I've built up three service desks in three countries averaging 18-30k customer contacts per month each - it ain't easy. They could do it, but it's not in their wheelhouse.
(note to DF if you're reading: I can maintain SLA's of 12 hour turnaround, 85% customer satisfaction and your car washed every weekend should you think about recommending me for this fictitious job I just made up, k thx).
Dedicated Member
You two make much better points than me
Senior Member
You two forget the actual problem here: If they have a dedicated support team to sort out 'scammers' then they are too close admitting that their hats and items are intended to have monetary value.
Because of the fact you need to buy keys to unbox crates, if they were to do this then the game would basically be an online slot machine, which constitutes illegal gambling.
RS and WoW get away with this because they ban people for selling their items for real world money, their valuable items aren't entirely dependent on a random drop system that you can directly pay to enter, etc.
If they had a dedicated investigation team they would need to restrict trade to an item-to-item standpoint and ban people for selling for real money, make unlocking crates free, or a bunch of other options, All of which would destroy the market.
And DOPP, your wages on help desk agents in Washington is on the low side. My usual bid for an IT desk is around $38k-$49k a year, depending on bennies. Management out here has been known to run around in the $80k-$90K mark. And this is liquid employee income, which doesn't include what they have to pay Our Lord and Emperor Christine Gregoire.
Then again they could always outsource to cock-sucking second-world shit-holes like everybody else.
/sarcasm
Super Moderator
Was using Phoenix averages. 15 is the normal start for no experience. I've seen it go upwards of 25 to start though. In either case all the more reason for me to move up there and out of this sad excuse for a state.
And if they set it up under the guise of 'Customer security support' with VAC ban handling, account hijacks and the like, it might slip past the nod that their items are worth something (though really, can't the argument be made that they sell items, that can be traded, thus the items retain some value once purchased?)
Junior Member
Guess it would be logistically expensive to have steam/valve dedicated to this. Though I think they could stimulate the economy some with just 4 words and a couple new attribues: "strange hats" and "strange unusuals". Dang, could you imagine the price on a strange burning flames tc? Plus, if I worked there, I'd just dropped it to one of the employees and let the proceeds of said pixel sale help pay for a few things. I'm surprised manco just doesn't create a steam account for themselves and sell for cash. They'd have 1000% rep +++++++ too.
Though then again, its a business, I'm sure they just will want to add to the bottom line. I don't see any new support, though I think the strange hats are coming. I hope they come but I'll also dread it cuz then I'll have to rebuy some hats and maybe rebuy some unusuals. Ouch, would be doubly expensive if they're only in the new salvaged crates.
Member
Mann Company does have a store. They charge $2.50 for keys.
They also sell the items that you could get in the crates, so I don't see what the arguement is about illegal gambling, and admitting thier items are worth money.
We are undercutting that market, and that hurts their business.
Interpol has jurisdiction over copyright infringement, so there is an authority you could appeal to for theft of intellectual property. If Hollywood can't get it done, Valve isn't going to do much better.
This community polices itself, there is no need for Valve to do more customer service than they already do. (Still waiting to hear back about my winter keys they sold me after deadline.)
Off topic: Strange Hats could count deaths.
Banned
It's in Valve's best interest to leave trading alone. They've made more money off of The Mann. Co Store than selling games on Steam. And the MCS has only been out for a year. And if they make some bazaar police system, people will quit. They will lose money.
Super Moderator
Only the sharks and hijackers would leave. Which means they'd make more with a community that isn't a hive of scum and villainy.
