Interview with an online casino support worker

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Casino.ru's editorial staff publishes a series of publications on gambling professions. We dare to hope that talks with industry will allow players to better understand how the gambling industry works. After all, employees of land and online casinos can say a lot of interesting things about their indoor kitchen. Their stories will give you a new perspective on casinos and gambling.

The protagonist of the first publication was a specialist in online casino services, which is quite symbolic. Technical support staff is the first to be approached by new customers and regular players if they have questions about games, bonuses, account replenishment, winnings, etc. The site's reputation largely depends on their professionalism.

 Interview with the

Online Casino Support OfficerEugene N. has been a technical support employee of a well-known online casino for 5 years and is now involved in the development and promotion of gambling affiliate programs. He agreed to an honest interview on the condition that he did not state his real name and the name of the casino where he worked.

– How did you get into the gambling industry and what led you to this choice? ?

– By chance. After graduating from university with a degree in information security, he began looking for work. In many companies, young specialists are paid little, the salary is only enough to rent an apartment, little remains for themselves. Therefore, when I saw a vacancy for the position of technical support specialist with a salary four times higher than the market average, I was very interested. I sent my resume and continued my search. And a week later, I was invited for an interview in which I was told that it was an online casino. Knowledge of Russian, basic English and knowledge of HTML were enough to rent. I met all the criteria, I started studying and working.

– What are the main responsibilities of a technical support representative?

– Answer regular customer questions and help new customers understand the site's functionality, bonus program and casino rules. Newcomers often ask how to make a deposit correctly, enter a promotional code, etc. Online support (employee on the phone or online chat – Editor's note) is a person you can complain of a significant loss. Sometimes – cover it with real Russian vulgar language (laughs – roughly ed.). Personally, I tried not to write formulated phrases for losing players, but I tried to calm them down and offer a bonus.

We also regularly tested all elements of the website – displaying games from providers, operation of payment systems, the availability of casino mirrors. After any site update, all features were checked because the update could affect previously working components. In the event of an unusual situation, the information was passed on to the relevant system administrator.

– What issues and questions do clients most often address?

– The two most common questions: where is my payment and why was no deposit credited. In the first case, the player simply did not wait for the payment to be processed or saw a letter requesting verification of documents. We had up to 24 hours to make payments, but payments were usually made within 2-3 hours.

In the second case, the problem occurred due to an accidentally created second account. We implemented fast registration using social networks. The client could log in via VK, make a deposit and go drink tea. After a while, the system automatically logs out, the person logs in via Mail and does not see the money. In the admin panel, we had an algorithm that determined multiple accounts by IP. We have blocked an empty account for such players and left an account with money.

– How did you communicate with the players? What rules and regulations exist in this regard and how is the control carried out?

– In the dialogue with the client, it is strictly forbidden to be rude, use obscenity and leave messages unanswered. Even if the line is loaded and the client has left the site, we need to answer his question.

All client information is collected on the player's card, which is available to technical support specialists. All changes in it are automatically recorded by the program: who made the changes, what. This applies to bonuses, personal information, etc.

– Does the technical support technician have access to the player's balance?

– Support cannot change the balance, it is disabled. This feature has been disabled for us. Only the project manager and top management could do this through the ticket.

– How can a player properly engage in technical support dialogue to get full answers to their questions quickly?

– Any dialogue is correct if it starts with a normal greeting and briefly formulates a question. If the line does not load, support will try to answer everyone as soon as possible. If the message shows aggression, contains obscene expressions, the employee can postpone communication, switch to parallel lines. Of course, it is forbidden to provide support, but there have been cases.

Technical Support Tools

– How did you deal with the negative?

– I have a stable psyche, I left all the negatives in the workplace.

– How did you rest?

– I didn't have much rest. If it was boring, I started learning something new. If it was completely covered, I went to the pub after the shift.

– Is it hard work overall?

– Easy, especially after 3-4 months of practice. In the first months, I read many examples of real dialogues between colleagues and clients to understand how best to start a conversation, I learned quick-response scripts, manuals for all admin panels. At first, it was not easy to have dialogues with three or more players at once – you have to react quickly, have a lot of information in your head. But over time, it could be said that the whole process passed to autopilot. Of course, we do not take emergency situations into account.

– What situations do you remember best?

– Over time, all unusual situations become commonplace, now it is difficult to remember. I can tell you about a big win on my shift and a big loss.

On the night shift, the player writes to me with the question: “What are the payout limits?” I check his account and see the balance of 8 million rubles! He won this amount overnight in the Garage slot machine from Igrosoft with maximum deposits. The entire technical support service humanly feared that the player would not use up all the money back to the casino, but would withdraw it. And so it happened: the client had previously been verified and was paid in installments, taking into account the limits.

And the biggest loss in my memory was 10 million rubles, in just one night! The client lost the entire amount and made 100 thousand deposits.

– Casino employees are expected to reach an agreement with the players. What are the schemes for online casinos?

– There is no point in negotiating with casino players, as it is not possible to tune slot machines and will not work if no deposit is credited because it is monitored by the security service.

There was a case of fraud by one provider. We were directly connected to his games, and the company's employees, who had access to statistics, knew when a particular slot should give a large amount, and won regularly. They did everything competently, each withdrew 10-15 thousand rubles. This scheme was discovered in our casino and the software was turned off. I will not name the company and the machines.

Useful “A player needs 5 minutes to reach an agreement with a dealer.” Interview with a former stone casino dealer in Russia. Part 2 The Casino.ru portal continues its regular section dedicated to gambling professionals. The interview with the former seller, which was published earlier, had a wide response. Many questions came to the editors from readers who would like to know more about the croupier's work. A former stone casino employee continues … Read more

– Who and how most often violates casino rules?

– Usually no one intentionally breaks the rules. Nobody reads them. Players do not take this seriously when filling in the questionnaire, they enter fictitious data and after sending the scanned documents there will be problems with verification. We asked such players for a complete package of documents: passport, bank card and selfie with them in hand, service bill with address. If all documents were for one person, we made changes to the profile and did not block the account.

– Now there is more and more talk about replacing specialists supporting any company with robots and artificial intelligence. How does this apply to the gambling industry?

– Robots and artificial intelligence can definitely replace answers to stereotypical questions, but online support for living people will still remain. For example, in the casino where I worked, there was a cashback, which was automatically credited at 00:05. One day at ten in the evening, the client writes to me and asks me to credit this bonus. He lost about 10,000 rubles a day and even more than two hours before the increase of a thousand due to him. In such a situation, the support may enter the position and activate the funds a little earlier if it is a regular casino customer. It is unlikely that the robot will be able to understand the player, compare all the data and make the right decision.

Chatbots

– Describe a few other situations to understand the inner workings.

– For example, a player asks for a bonus. I look at his profit in the casino for a month and for the last 24 hours, and if the client brought out 10,000 rubles, I can credit him with cashback. Conversely, if a player wins, withdraws funds and requests a reward at the same time, he may be offered a deposit bonus.

Or the player reports that he did not count the combinations on the machine, which in principle cannot be. We pass the information to the developer, take the history of the game and explain to the client why they are wrong using an example of history. In society, all this is accompanied by tickets of high importance and subsequent control.

– Does this mean that the technical support employee should also understand the machines?

– We were required to know the best casino games, their official name and colloquiality to represent the content of the bonus rounds. Usually, if a player is looking for a slot, he has already seen it or heard about it somewhere, so the person describes the bonus game or the main character and we suggest. Over time, I've learned all the popular titles: “Books,” “Ropes,” “Strawberries,” “Pyramids,” etc.

– How many applications did you process on average per day?

– 80-100 calls in a twelve-hour shift.

– What was the plan and how many people were on the team?

– There were day and night shifts for 24/7 support – 8:00 to 20:00 and from 20:00 to 8:00, two days a week. 5 people worked – 4 junior shifts and the main customer support specialist 5 days a week from 8:00 to 20:00.

– How much does an average employee earn with such a plan?

– Approximately $ 500. This does not include bonuses and bonuses.

– How was your work day?

– When I got to work, I took important information from a colleague and found out what happened overnight, whether there were technical problems or not. Then he brewed coffee and sat down on the line.

– What programs did you use in your work?

– From software available on the Internet, only Atlassian's Jira error tracker, LiveChat online service, and TeamViewer remote control program. Everything else is the company's admin panel.

TeamViewer & # 8211; client program

– High turnover in this profession?

– We had virtually no turnover, this is no regular call center – important information may be leaked when an employee is fired. The company followed the principle that it is better to train its employee than to take a new one off the street.

– But you came across a vacancy by accident. What advice can you give to people who want to get a job in online casino support?

– Yes, I saw a free space on a regular bulletin board on the Internet. If you want, you can find gambling companies and send your resume there. You can also sign up for Linkedin, where you can hunt for an expert.

– Have there been any dangerous situations in your professional activities?

– No, only employees with online IDs could enter the office, and the company had a great security service.

– Have there been cases of personal acquaintance and informal communication with casino clients?

– Not even that. Outside the office, employees are prohibited from communicating where and to whom they work. I worked in an online store for all my acquaintances.

– Didn't your relatives know?

– Relatives knew this and treated very calmly.

– What career growth is possible for a support professional?

– It depends on the wishes of the employee and his performance, as in any other company. For example, the director of our office started working as a technical support specialist. If the specialist had active sales, you can grow from a technical support manager or move to marketing.

– What do you mean by sale?

– Each promotion has personal promotional codes for deposit bonuses and has the right to offer them to players if appropriate in the dialogue. At the end of the month, we received bonuses depending on the amount of players' deposits for the personal promotion. The head of department followed.

– What is the responsibility of the Technical Support Manager?

– Our manager regularly checked dialogues with clients due to rough communication between employees, errors in explaining situations, direct sales in the chat. Heads of department usually do not sit on the line – only in emergency situations where customers interrupt the chat. For example, if the payment system gateway or one of the mirrors fell under a DDOS attack.

– Do you think the domestic gambling industry is close to Western standards? Is work different in foreign casinos and in ours?

– If we are talking about a casino with at least a Curacao license, then it is no different: all casinos have a similar set of gaming software, payment systems and bonuses. More serious licenses simply expand the possibilities of entering markets in other countries. I don't consider scripted casinos because they are already bent. It seems to me that in three years there will be two or three “Vulcans” and that's it. Players have learned to distinguish counterfeit software from the original. But if I were a gambler, I would only play in casinos with a Maltese license – this regulator really responds to players' complaints.

– Players from different countries are also likely to differ in mentality. Have you encountered this in your work?

– Yes they are. In European countries, players chase more jackpots, in Russia and the CIS are looking for income. In addition, European customers have higher incomes, which is why the long-distance player brings more money to the casino. On the other hand, in my experience, most freeloaders and bonus hunters came to us from Poland.

– Can you play for yourself in the casino for real money?

– This has been banned in our company. In test accounts, we could replenish the balance and test this or that slot.

– But are you gambling?

– No, I'm not a player. Although I can play Live Blackjack 1-2 times a year.

– Does that mean you've never encountered gambling before working in a casino?

– Once, at eighteen. He accidentally went to a game club with a classmate and “threw” 10 cents in this ratio and won $ 3! Never before you get a job at a casino. Now, if I am in a country where stone casinos are allowed, I will definitely visit it.

Online Casino Gambling

– What is your general approach to gambling given your five years of online casino experience?

– Positive. It seems to me that all countries should legalize online gambling, provided that account verification and payments are controlled by the state. Many rich people play in the casino to replenish the budgets of their countries. And, of course, government control over gambling addiction is needed.

– What advice would you give to people interested in gambling?

– Here are some tips. After registration, go through the verification, play only in the official slots and remember that having a license does not mean using the original software. It is better to focus on a licensed casino in Malta.

Hobby players would be advised to follow the rule – not to lose more than 10% of their income per month. After a big win, it is better to stop and withdraw the whole amount. If we are talking about high cylinders, you should know the limits for selection in advance. Please read the betting and wagering conditions carefully before activating bonuses. I can also recommend using Slottracker software, which collects all the information about slot machines and game sessions: RTP, launch history, general statistics, etc.

The collection of questions is complete. Thank you for your participation! You can read the answers in the interview here.

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