Casino Customer Service Question

**daveboz** · 1st September 2011, 02:40 PM

Has anyone else noticed some of the same live chat personnel pop up with completely different casino groups? Could it be live chat is something outsourced by these casinos?

**chuchu59** · 1st September 2011, 03:31 PM

How do you know that Dave? They may have the same names. There is a Lauren from CWC that sends me promos regularly but then there is also a Lauren at one of the JC casinos. Natasha is a name I often see in live chat but that doesnt necessarily mean they are the same person. Even if it were outsourced it does make commercial sense although the big worry is how they handle confidential customer data.

**daveboz** · 1st September 2011, 04:19 PM

Originally Posted by chuchu59

How do you know that Dave? They may have the same names. There is a Lauren from CWC that sends me promos regularly but then there is also a Lauren at one of the JC casinos. Natasha is a name I often see in live chat but that doesnt necessarily mean they are the same person. Even if it were outsourced it does make commercial sense although the big worry is how they handle confidential customer data.

Was just asking is all. I've chatted with Alex who popped up at two separate groups. Was just wondering if there is any outsourcing going on?

Yes I know of the two Lauren's.

**daveboz** · 1st September 2011, 04:21 PM

Originally Posted by chuchu59

How do you know that Dave? They may have the same names. There is a Lauren from CWC that sends me promos regularly but then there is also a Lauren at one of the JC casinos. Natasha is a name I often see in live chat but that doesnt necessarily mean they are the same person. Even if it were outsourced it does make commercial sense although the big worry is how they handle confidential customer data.

Also could be employed by two casino groups too.

**lettingyouknow** · 1st September 2011, 11:56 PM

I am curious to know what two seperate casinos? Not attempting to engage in something irrelevant here. I just think alot of players do not realize that the customer support ppl are the same.

**SlotMonster** · 4th September 2011, 09:09 PM

I don't think that this is uncommon practice. For example, we provide support to two another online casinos (which are our WLs) and as Head of CS I often talk to players myself, helping them to resolve issues and supervising CS stuff.

**zaaaaabaaaaam** · 5th September 2011, 10:48 AM

I can tell you for a fact that some casinos do outsource their support, but it's rare and from what i've seen it's often just part of the support to cover some night hours or so...