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hhhelllo

Not really here
PABnonaccred
MM
Joined
May 31, 2015
Location
canada
Thanks for this thread! The kind of discussion that really interests me since we have similar work in different areas. I am a manager in a big cellphone/tv/internet company in canada. I am head of sales and retention. Prices change everyday and clients are pretty intense. I also run a team of 10 salesman and 18 retention agents. I deal with the worst cases everyday. All kinds of stuff that would make any client crie and go insane. I.always call them personaly, and in the end resolve it. I enjoy comparing customer services and the quality varies a lot for different areas of buisness, companies or kind of human/robot you deal with.

One of my employe act like average casino chat support and he has a big problem : me
But something is comforting here... sometimes you have employes that represents the company that feels human and actually understand the buisness and customer relation. All I ask myself when I think too much in a particular case : are we honest, did we deliver, is he happy to give me money for his services and what I could improve next time.
Sorry for all the other awesome reps here but L&L Jan had the occasion to help me recently and he did way more that was asked from him. And trust me, in the role of the client I am very demanding, impatient and intense. I want to be serve like I serve my clients So here are my questions :

1. I would like to know more about the training you received as a casino employee and now that you are in house, how do.you train them?

How do you teach basic stuff to.your staff? How in the hell a casino employe doesnt underatand his own casino terms? Who told them to copy paste crap for an answer is fine. LOL

I show my employes to create something personnal with their clients with empathy, care and intelligence. To make offers based on needs and desires. It's amazing when I compare what I ask them vs what kind of treatment you usually get with average clueless joe that seem to really enjoy not helping and asking if there is anything else to not help with.

2. How is it for you casino reps that are just over regular customer support and under management? Does it really work like that? I am sure it differs from the fact that a 30 employes company can't run like a 5000 employes company but do you feel like a partner or a slave?

3. How did you started? Was it only because of the.location you lived? Let's say I lived in malta for example, I would start looking tommorow for a related job in the gaming buisness. In quebec canada : it's the goverment that runs shit. Clueless and careless state emloyes that doesn't give a damn about the buiness and it shows a lot. Go look at the poker room on montreals casino.... and after you realize its dark, ugly and boring... go take a look at the indian reserve at playground poker room. The difference is insane. So did you have interest before starting? Why do you keep doing it? Let's be honest here... you all must feel bad sometimes when you are part of making 20% of someone gambling his life away. It's not the typical case but this is a hobby that can be really evil.

4. Last question! How much? Whats your salary? Annual? %? Bonuses? Don't be too precise if you can't but give us an idea.
 

homerbert

Accredited Casino Representative
Joined
Jun 21, 2012
Location
NoWhere
Thanks for this thread! The kind of discussion that really interests me since we have similar work in different areas. I am a manager in a big cellphone/tv/internet company in canada. I am head of sales and retention. Prices change everyday and clients are pretty intense. I also run a team of 10 salesman and 18 retention agents. I deal with the worst cases everyday. All kinds of stuff that would make any client crie and go insane. I.always call them personaly, and in the end resolve it. I enjoy comparing customer services and the quality varies a lot for different areas of buisness, companies or kind of human/robot you deal with.

One of my employe act like average casino chat support and he has a big problem : me
But something is comforting here... sometimes you have employes that represents the company that feels human and actually understand the buisness and customer relation. All I ask myself when I think too much in a particular case : are we honest, did we deliver, is he happy to give me money for his services and what I could improve next time.
Sorry for all the other awesome reps here but L&L Jan had the occasion to help me recently and he did way more that was asked from him. And trust me, in the role of the client I am very demanding, impatient and intense. I want to be serve like I serve my clients So here are my questions :

1. I would like to know more about the training you received as a casino employee and now that you are in house, how do.you train them?

How do you teach basic stuff to.your staff? How in the hell a casino employe doesnt underatand his own casino terms? Who told them to copy paste crap for an answer is fine. LOL

I show my employes to create something personnal with their clients with empathy, care and intelligence. To make offers based on needs and desires. It's amazing when I compare what I ask them vs what kind of treatment you usually get with average clueless joe that seem to really enjoy not helping and asking if there is anything else to not help with.

2. How is it for you casino reps that are just over regular customer support and under management? Does it really work like that? I am sure it differs from the fact that a 30 employes company can't run like a 5000 employes company but do you feel like a partner or a slave?

3. How did you started? Was it only because of the.location you lived? Let's say I lived in malta for example, I would start looking tommorow for a related job in the gaming buisness. In quebec canada : it's the goverment that runs shit. Clueless and careless state emloyes that doesn't give a damn about the buiness and it shows a lot. Go look at the poker room on montreals casino.... and after you realize its dark, ugly and boring... go take a look at the indian reserve at playground poker room. The difference is insane. So did you have interest before starting? Why do you keep doing it? Let's be honest here... you all must feel bad sometimes when you are part of making 20% of someone gambling his life away. It's not the typical case but this is a hobby that can be really evil.

4. Last question! How much? Whats your salary? Annual? %? Bonuses? Don't be too precise if you can't but give us an idea.
Hey mate!

Well, let's go step by step:

1. If we speak about CS, it's obvious that most of people who we hire have zero or close to zero experience in this industry (at least this is for us). We then train them based on the documentation we have, by live sessions with current agents, team leads etc etc. I'm always prefer the style when you show agent what he will do, not by giving him something to read etc. And of course we have quality control team, we have regular trainings and improvements etc etc.

In regards to mistakes etc etc - we all must understand that all the time there is just two humans from both sides, and both sides should respect each other. Everything else is not that hard, but respect is something you need to work on all the time.

2. Well, I'll reply about myself, but for others answers can be different of course. I'm in management, and basically I'm not feeling myself as slave. And never had such feelings. I love my job, I like what I'm doing on daily basis, I like to see how we change things and how some actions proceed some outcomes :p

3. Well, I'm not in Malta but still work in this industry :D Well, as for me personally - I was semi professional poker player, than I was working at some poker affiliate websites, than started to be interested in gambling overall. Step by step and I'm where I am now.

In regards to moral side...Yep, this is a question which raise sometimes in the head. But since I'm responsible at the company for a lot of things including doing fair business and not allowing any of our WL's to cheat customers - it's easier for me, because I can help people etc. But basically, in the end, we do not force anyone to play in our casinos. And I still believe that it is ENTERTAINMENT (at least should be).

4. Well, it's average I'd say. If someone thinks that casino people earning a lot of money - it's not true. But I can't complain, personally I earn far more than average salary in my country.

Hope this helps :)

BR,

V.
 

homerbert

Accredited Casino Representative
Joined
Jun 21, 2012
Location
NoWhere
Interesting to read your opinions about the question how this industry will look like after 5 or even 10 years.
Hey!

I think we will see regulated markets everywhere. And personally I'm still not sure if this good thing, or not. Basically, in theory, any regulations are great. But the problem is that sometimes regulations are simply way to terrible for operator. When government with a sauce 'WE WANT PROTECT CUSTOMERS' create stupid rules and care only about way too high taxes - it's never good. It's not player protection, it just feeling pockets with money.

BR,

V.
 

neon claws

Non-Gambler
Joined
Jan 5, 2020
Location
Australia
@homerbert just saw this thread, hope I'm not too late!

I've two questions;
1. What kind of fraud are you getting? Just stolen credit cards? Or people signing up with different identities to get welcome bonuses multiple times? Aren't most welcome bonuses still ev- anyway? Just can't think how you'd defraud a casino!

2. Can you give any figures on turnover/profit for small, medium or large casino operations? I've always wondered if they're making $1,000,000 in a year or in a day.

Thanks!
 

homerbert

Accredited Casino Representative
Joined
Jun 21, 2012
Location
NoWhere
Hey guys! I'm alive, all good, hope everything is fine on your side.

It's been a long time since I last login here, but trust me I've always been somewhere near reading threads etc etc.

I'm still with the same company (SOFTSWISS) and represent our WL's under Dama N.V. and N1 interactive licenses.

Soooo, long story short, if you have any questions about casino business from the other side (or point of view) - don't be shy :D

Br,

V.
 

homerbert

Accredited Casino Representative
Joined
Jun 21, 2012
Location
NoWhere
@homerbert just saw this thread, hope I'm not too late!

I've two questions;
1. What kind of fraud are you getting? Just stolen credit cards? Or people signing up with different identities to get welcome bonuses multiple times? Aren't most welcome bonuses still ev- anyway? Just can't think how you'd defraud a casino!

2. Can you give any figures on turnover/profit for small, medium or large casino operations? I've always wondered if they're making $1,000,000 in a year or in a day.

Thanks!
Hey mate!

1. Well, there are a lot of different possible frauds, I'll mention just a few:
- As you said - steal money and attempt to make it yours (you hack someone's skrill account, deposit this money in the casino, and withdraw to your own card, for example).
- Creating other accounts in order to get an advantage. Bonuses, promotions, lotteries. Whatsoever, basically what can be abused - always be abused lol.
- Hacking the game itself (kinda ultra-rare and subject to special skills obviously).
- affiliate commission abuse (like referring yourself and getting a-la cashback for your losses).

2. Obviously I can't share any such data in terms of our brands, but as in life - there are small brands, medium brands, big brands, HUGE brands. It depends. Some barely make it break even, some earn a decent amount of money.

Hope this helps.

BR,

V.
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Joined
Mar 18, 2012
Location
Serbia
Welcome back @homerbert :cheerleader:

Are you again our main representative for N1 Casino?
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Joined
Mar 18, 2012
Location
Serbia
Hey-hey, thank you!

No, I believe I'm not really ready / happy to represent any given brand at the moment, just network overall.

BR,

V.

Shame :)
Hopefully soon again :D

But shall we then remove these brands from your signature?
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Amazed I never spotted this thread until now, great topic/thread :)

My Question: Do you/casinos have a "live screen" running showing profit/loss for any particular time period (EG: 24h) across all games/slots/tables etc where a quick glance can tell management "Currently on 26/1/22 we are 5K up" (obs constantly changing if it exists)

Reason I ask, when working as a pit boss in land based, we did an hourly table check (count) so always had a rough idea where we were at profit/loss wise.
 

homerbert

Accredited Casino Representative
Joined
Jun 21, 2012
Location
NoWhere
Amazed I never spotted this thread until now, great topic/thread :)

My Question: Do you/casinos have a "live screen" running showing profit/loss for any particular time period (EG: 24h) across all games/slots/tables etc where a quick glance can tell management "Currently on 26/1/22 we are 5K up" (obs constantly changing if it exists)

Reason I ask, when working as a pit boss in land based, we did an hourly table check (count) so always had a rough idea where we were at profit/loss wise.
Hello Jono, thanks for the nice words :)

Of course, we have live time statistics, we have like A LOT (I mean really a lot) of different reports, and basically if you want you can check whatever happens in a casino at any given time.

But when you hit certain volumes obviously you're more in analytics and improvements, nor constant check how $ you're up.

BR,

V.
 

homerbert

Accredited Casino Representative
Joined
Jun 21, 2012
Location
NoWhere
@homerbert Why do casino's, impose a "Security" when a player has won big? Esp on slots ... Ive read countless of times here and on other sources such vague arguments.
Hey friend!

Well, it's common when a customer had a huge win on one game to send it to provider for verification. Unfortunately, not all providers reply as quickly as others. Sometimes it can take a few days. At the same time, I believe some operators may use this as an excuse to hold your payment too.

Br,

V.
 

Jeroensgambling

Full Member
Joined
Nov 17, 2021
Hey friend!

Well, it's common when a customer had a huge win on one game to send it to provider for verification. Unfortunately, not all providers reply as quickly as others. Sometimes it can take a few days. At the same time, I believe some operators may use this as an excuse to hold your payment too.

Br,

V.

How could a player even "cheat" a win ? I understand, verification needs to happen to confirm the actual outcome, but still. With these days tech it should be quite easy to hammer down on anything cheating.
 

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