Supporting Online Casinos, Live Dealer, Poker, Slots and Sports Betting, a multi-channel Contact Centre with the majority of transactions having recently and very rapidly converted away from voice calls to online chat, with enquiries from all over the world related to User Accounts, Credit, Promotions, Campaigns, Payouts & Withdrawals, System Issues, Odds, Information as well as Complaints.
Market competition is fierce, so easy access to support and fast turnaround times on enquiries and issues is key in maintaining the customer base.
Volumes for Sports Betting are responsive to major sporting events, so are predictable, as are spikes due to new Promotions or Marketing Campaigns.
Where accessibility and responsiveness is very much part of the business, staff need to be highly alert as well as calm, in order to gain the confidence of customers. Close familiarity with the industry as well as a strong working knowledge of available tools /systems / processes is also important. Retaining a strong base of good quality support staff will be integral in maintaining the brand’s reputation.
Typically based in regional Contact Centres, work schedules need to accommodate customers in multiple languages, 24×7. Making sure the Contact Centre is adequately staffed at all times is imperative, with staff preferably speaking at least 2 languages fluently, to facilitate the scheduling of resources.
A Balanced Scorecard tracking system would be suitable for tracking of Staff Knowledge, Customer Satisfaction, Net Promoter Score, but not overlooking Productivity and Attendance, as staff are also required to be efficient and dependable.
With 100% of revenue being generated online, accessibility, ease of use and the online system process is paramount, so constant tracking of Reason Codes (the different types of customer enquiries) will ensure customers are having an optimum experience. The turnaround time on complaints, as well as the time to payout and withdraw are key benchmarks, and effective tracking of these will minimse the chance of complaint cases reaching social media.
