iQor opens Global Gaming Center of Excellence in Trinidad and Tobago

# What happened

iQor announced the launch of a Global Gaming Center of Excellence in Trinidad and Tobago. The center will serve as the flagship hub for iQor's Gaming Practice and anchor leadership that directs gaming delivery in Egypt, the Philippines and Colombia.

# Why it matters

The move signals iQor's further investment in specialized customer experience services for the gaming industry. Publishers are increasingly focused on retaining and engaging players as live-service, cross-platform and mobile-first games grow more complex. Player Support and related services are positioned as functions that protect player trust, engagement and long-term loyalty.

# What the center does

Tobago hub combines multiple functions necessary for modern game operations:

• Player Support for live-player interactions and technical issues.
• Trust and Safety and content moderation to manage player conduct and platform standards.
• Player insights and technology-enabled operations to inform publisher decisions.

Staffing and training are built around gaming knowledge. Team members are selected for customer service capabilities plus firsthand experience with games, platforms and player communities. Training includes hands-on game and platform immersion, simulated player interactions, technical troubleshooting and empathy-based resolution practices.

# How it's set up physically

iQor installed dedicated gaming stations within the Trinidad hub. These stations provide Player Support specialists with direct access to games, consoles, PCs, mobile devices, peripherals and platforms. The stations are located near the production floor so specialists can play, test and navigate common player scenarios, improving their ability to diagnose and resolve issues and communicate authentically with players.

# What leadership says

John Pompei, vice president of iQor's Gaming Practice, explained the approach to hiring and training: "Players know right away whether the person helping them truly understands their game. We built this program around people with real gaming knowledge and hands-on training, because great Player Support is about more than resolving an issue. It's about protecting a player's progress, building trust and strengthening their connection to the game."

# Practical implications for publishers and players

Publishers contracting iQor can expect support teams that combine technical troubleshooting with deeper empathy for player experience. The on-site gaming equipment and immersive training aim to shorten resolution times and raise the credibility of support interactions. For players, that can mean fewer mistaken escalations, clearer communication, and support staff who can reproduce and validate reported issues.

# Geographic and operational reach

Although the new center is based in Trinidad and Tobago, it will oversee iQor's gaming delivery across multiple regions, specifically Egypt, the Philippines and Colombia. The hub acts as a leadership and specialization center rather than a standalone operation serving only local clients.

# Bottom line

iQor's Global Gaming Center of Excellence centralizes specialized, game-native customer experience services in Trinidad and Tobago. The setup emphasizes hiring people with gaming knowledge, hands-on training and physical access to the hardware and software players use so support work mirrors real player scenarios and builds trust between players and publishers.