How Are Online Gaming Customer Service Centers Set Up?

GGW Laurie

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When we go on live chat are we chatting with a person at an office, as we all like to think, or imagine, or are they / can be set up in the comfort of their own homes to take chats?

I always thought that a customer service rep., worked at just one casino group, but is it possible that a customer service rep can work for many online casinos, as an independent service rep?

Just something i have often wondered about and maybe another poster or casino rep. can enlighten me on this.............laurie
 

oldtrvlagt

Dormant account
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Mar 31, 2007
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Iowa
That's an interesting thought..I know I've gotten the same person for a number of Rivals but most of them seem to share everything:rolleyes:.....I just assumed from some conversations I've had in the past they were locked in a room with no food,water or bathroom and given a script to read:p
 
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chayton

aka LooHoo
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I just assumed from some conversations I've had in the past they were locked in a room with no food,water or bathroom...
:eek2: and maybe that's why they can be so cranky!

Actually that's a good question Laurie, I've often wondered that myself. I have a feeling that it's outsourced. One day I called customer service at a casino I used to play at and I swear that I woke the guy up - he was all mumbly and yawning and it took him forever to get his sh*t together. It was really unprofessional I thought. I also have had chats with peopl wh o tpyed like thy js t wok up 2 ;)
 

JHV

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Some companies have their own dedicated CS centres and staff. Others outsource. The ones that outsource are making a big mistake I think - you're letting people who have no intrinsic drive or belief or other incentive to ensure your success...you're letting these people deal with your customers as acquisition convertors and retention rates are also heavily influenced by quality of CS, particularly rude CS being a fast-track to losing that player. It doesn't make solid business sense to outsource imo.

CS is not complicated to really get right. Like, you can train staff in the Philippines who speak perfect English, are almost culturally universally calm and polite, and setup your own CS centre managed by a single person who really knows what they're doing - that one person can train all the staff, manage them (2x people initially required if starting 24/7 support from day 1) and basically run a ridiculously cheap, extremely professional CS centre for peanuts. Absolute peanuts. Way less than what they're paying for outsourcing to rude, incompetent, bored operators who call potential whales "dear" and stuff in chat blowing kisses at them as well as lying to and insulting them.

I know which one I'd go for. OG wouldn't get a job at my CS centre in Manila. And I would not care if someone's mother died that day (as a mitigating circumstance, I clarify), if they are rude to a customer or a potential customer - instant dismissal. I mean, INSTANT. I would take their console myself if I had to do (after booting them out of the office with their pay up to that minute of FAIL).
 

GGW Laurie

Paleo Meister (means really, really old)
Joined
Jun 16, 2006
Location
In the Beautiful South !!
Some companies have their own dedicated CS centres and staff. Others outsource. The ones that outsource are making a big mistake I think - you're letting people who have no intrinsic drive or belief or other incentive to ensure your success...you're letting these people deal with your customers as acquisition convertors and retention rates are also heavily influenced by quality of CS, particularly rude CS being a fast-track to losing that player. It doesn't make solid business sense to outsource imo.

CS is not complicated to really get right. Like, you can train staff in the Philippines who speak perfect English, are almost culturally universally calm and polite, and setup your own CS centre managed by a single person who really knows what they're doing - that one person can train all the staff, manage them (2x people initially required if starting 24/7 support from day 1) and basically run a ridiculously cheap, extremely professional CS centre for peanuts. Absolute peanuts. Way less than what they're paying for outsourcing to rude, incompetent, bored operators who call potential whales "dear" and stuff in chat blowing kisses at them as well as lying to and insulting them.

I know which one I'd go for. OG wouldn't get a job at my CS centre in Manila. And I would not care if someone's mother died that day (as a mitigating circumstance, I clarify), if they are rude to a customer or a potential customer - instant dismissal. I mean, INSTANT. I would take their console myself if I had to do (after booting them out of the office with their pay up to that minute of FAIL).
Thanks JHV for the answer to my question, so some service reps. outsource from their homes to different casinos? It strikes me odd sometimes when im on chat and im called "dear laurie", makes me think im chatting with my Great Aunt, while she is knitting away and offering me big bonuses at the same time:eek:..................laurie
 

JHV

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Thanks JHV for the answer to my question, so some service reps. outsource from their homes to different casinos? It strikes me odd sometimes when im on chat and im called "dear laurie", makes me think im chatting with my Great Aunt, while she is knitting away and offering me big bonuses at the same time:eek:..................laurie
Oh no, I mean...it's possible, but I've never seen or heard of a CS centre like that myself. Unless you're a tiny operation, you kind of need to be in an office setting I think - the equipment advanced call centres use, I mean, with really great coordination, I suppose it's possible but I think it's incredibly rare - probably non-existent.

No, the weird styles and incompetence and rudeness is all just a result of sloppy or non-existent training and ineffective, useless management.

When I use the term 'outsource', I'm using it in the sense that a single CS office handles the CS for up to dozens of individually owned and branded casinos. Or you might outsource just YOUR requirements to a firm in India or something. I think both options aren't great - I'd definitely be putting some of my own 'pressure' on CS to see how they react in a variety of situations if I was considering outsourcing to a specific operational CS centre.

Most operators just aren't smart enough or hard-working enough to get this kind of thing right. Or they employ useless, incompetent staff without realising what a negative impact those dead weights can have on your revenue. Whenever I speak to a blatantly rude CS agent, especially if I've been incredibly polite - I just think "what jokers are running this operation and how they expect people to trust them or want to give them custom when they can't even get the EASY stuff right".
 

bb28

Meister Member
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Nov 18, 2006
Location
US
I may not be recalling this correctly but Atlantic Lounge (that went rogue) a couple years ago or so ago. Seems I remember that part of that story was that cs was from someone's home. Anyone else remember that?
 

Deeplay

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It would be very unwise and foolish for any Legit casino to even conisder running CS from home. Dealing with peoples personal info - credit card data etc has to be done from a controlled enviorment that is secure and firewalled to the hilt. I would never browse any of our customer details from a home connection - its not secure and their fore if I did get a hack I would be liable. If you have well trained alert support staff you dont need an army and a few good people can effectivly manage 100s of accounts at the same time. I know we do.
 

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