Casino 33 may be the next best thing to sliced bread but I have had it with the phone calls. I have had 5 calls today - 4 of which were 'no one there'.
Computer generated as I was told just now. I have repeatedly told them I can't play at their casino because of the download issues I have and they just keep on calling. Last week when they were calling, I finally told them to put me on a do not call list. Guess that didn't work.
As far as I am concerned, this is worse than spamming my emails.
Here seems to be the issue, that i have discovered today...
Some players had many accounts. So though one account may have had been listed as do not call, other had not. i have added one step more to block the numbers in addition to this.
Majority of players have appreciated the call,a nd taken the current offers. If you would rather not have the call, we do right away add you to a do not call list. We take this very seriously.
I have strict instructions to the floor to ONLY speak to the players, and based on the above comment I will try and see who did not follow protocol.
As far as the business practice, we have MANY people who have played the free chips bonus, and calling / emailing them after is how we try to convert them to paying players. Every email has a button at the bottom to be removed from the list, and we keep those lists.
Same with the phone calls, a simple ask to not call and is settled.
It's not a simple matter of a courtesy call to a player, is it.
What about the above highlight "I have had 5 calls today - 4 of which were 'no one there'.
Computer generated as I was told just now."
This is a production line process, and you are calling SO MANY PLAYERS that your sales staff cannot even keep up! - shown by "I have had 5 calls today - 4 of which were 'no one there'."
This is not good enough, nor is the current policy of calling unless told not to. Online gambling is a sensitive issue, and even the policy of speaking only to the player will cause issues.
Here's one simple example taken from your current system. 5 calls in one day, unfortunately WIFE answers, but FEMALE rep asks for HUSBAND by name (because he has an account). Wife says "not in", and asks to take a message, but sales rep obeys policy and refuses to leave message, nor state purpose of call. This happens 3 more times, until husband gets home from work, and gets into MASSIVE argument with wife about "this woman who keeps calling all day". Depending upon the dynamics of the relationship, this can be anything from a trivial matter, to a relationship break-up.
The policy should be DEFAULT "never call", but send offers by email. An email can also include an OPT IN to receiving phone calls, but the player may NOT want these calls to go to the "house" phone if someone else in the household might answer (and get the wrong idea).
Players looking for bonus offers are going to be checking their emails, or even logging in to the casino.
If individual players have "many accounts", I am not sure they should be getting all those bonuses, as it leaves the casino vulnerable to "advantage play". Each player should be entitled to ONE bonus eligible account at EACH of the two casinos. It is up to the casino if they will extend this to more than one player per household, as this can be hard to police because frauds sometimes invent spouses or older (18+) children in order to raid the free chips and generous welcome bonuses.