Rant: Casinos should hire people who knows about what they do

[ethereumhunter]

Only some of the gambling sites are legit and that legit website will provide the good support to the users,So before using the gambling site.It’s most essential one to find whether the gambling site had support or not.The casino should take an interview before they require the people to their site.Some casino hire the people who don’t have enough knowledge,because the less knowledge people will ready to work at low payments.The more skilled gamblers will ask high money,it’s most important factor the gambling site only hire the skilled people.Because the experienced people help the gambling site to grow to next level.

Even if the casino is legitimate and trustworthy, they should not employ people who do not understand the casino at all because it will worsen the image of the casino in front of its customers especially if the support service agents cannot explain or answer questions from their customers. People will judge that the service provided by the casino is not good and will complain about it to the casino admin and even to the casino owner. At least the casino has to conduct interviews and tests on its prospective workers so that they know which ones know the casino and which ones don't. The salary can be adjusted to the budget set by the casino owner, but the most important thing is that the casino has people who know their job.

[mindrust]

They are customer supports lol, not devs. They only care if the customer is having problems with the withdrawals or making deposits. Other than that I don’t even think they are allowed to respond even though they have an idea about the situation. If you ask them a question which is not on their responsibilities list, they will give you a generic answer… Most of these customer supports don’t even know where the company headquarters are. Most of the time they work from home and they make their money by successfully answering the tickets. You are expecting too much from them imo.

[Kakmakr]

You can actually see how some of these customers support personal are working from cue cards with their responses. They are trained to answer questions in a prepared format and the moment when you ask something that are not trained to them, then the wheels come off.

The other problem are related to "language" ....because a lot of these employees are hired from other countries, where English are not their first language. The gap in communication and the way it is interpreted, create a lot of conflict and miscommunication. 

[piebeyb]

They are customer supports lol, not devs. They only care if the customer is having problems with the withdrawals or making deposits. Other than that I don’t even think they are allowed to respond even though they have an idea about the situation. If you ask them a question which is not on their responsibilities list, they will give you a generic answer… Most of these customer supports don’t even know where the company headquarters are. Most of the time they work from home and they make their money by successfully answering the tickets. You are expecting too much from them imo.

Yes, that's what not many people know that there are certain limitations that are known by customer service and it's true you said sometimes customer service is not part of the casino team also usually people who work part time and work at home don't really know the technical problems that exist in casinos it, usually leads to articles for basic complaints and information about the casino as well as the casino requirements.

But most people think more about that, I sometimes never contact customer service unless the email information is not visible where I have to create a ticket to contact their team, because asking for internal problems for example pending withdrawals usually customer service doesn't know about that and only people working inside like technicians manage it so have to contact via ticket. 

[iv4n]

...
But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

They don't know much about anything, and they are working for some salary, which is simple, but it's hard to understand how someone hired them. I heard that support agents work for 300-400 dollars a month, which is certainly a little... the casino saves money by hiring an agency to do it for them. And when the salary is low, unskilled people are employed, as always.

[Shishir99]

Those supports should've been informed or eventually discovered it themselves.

I'm lucky that I rarely experience the bad ones because after a simple explanation, they usually know what to do next and sometimes ask for more time whenever they send me to their other team as some problems are out of their reach. Whenever I get the bad ones, I usually end the conversation as fast as possible and hope I get a competent one on the next ticket because it'll take several attempts of explaining before they can understand your problem.

It gets harder when you speak to Non-English speaker Support agent who use translator to answer their clients. Usually they take time to translate your message and then they write their response and translate it again. As you know, automatic translators are worst for these jobs but some supports agents use them to talk with their clients.

It's frustrating to explain a thing more and more and they ask you wrong questions. If support agent is new and don't know much about their platform, that's another worst case. Casino owners should care about it before they get bad reviews.

[uneng]

...
But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

They don't know much about anything, and they are working for some salary, which is simple, but it's hard to understand how someone hired them. I heard that support agents work for 300-400 dollars a month, which is certainly a little... the casino saves money by hiring an agency to do it for them. And when the salary is low, unskilled people are employed, as always.

Even though they may have knowledge about gambling, maybe they have some difficult interpreting and comprehending texts, what is really common nowadays, especially on the internet as social skills are poor and decreasing due to the excessive adoption of abbreviations and slangs to communicate each other. English language can be also a barrier on many international virtual casinos, difficulting the clear and efficient communication between support and customer.

[panjul07]

They are customer supports lol, not devs. They only care if the customer is having problems with the withdrawals or making deposits. Other than that I don’t even think they are allowed to respond even though they have an idea about the situation. If you ask them a question which is not on their responsibilities list, they will give you a generic answer… Most of these customer supports don’t even know where the company headquarters are. Most of the time they work from home and they make their money by successfully answering the tickets. You are expecting too much from them imo.

Yes, that's what not many people know that there are certain limitations that are known by customer service and it's true you said sometimes customer service is not part of the casino team also usually people who work part time and work at home don't really know the technical problems that exist in casinos it, usually leads to articles for basic complaints and information about the casino as well as the casino requirements.

But most people think more about that, I sometimes never contact customer service unless the email information is not visible where I have to create a ticket to contact their team, because asking for internal problems for example pending withdrawals usually customer service doesn't know about that and only people working inside like technicians manage it so have to contact via ticket. 

I agree that customer support responsibility is limited (not know everything about the casino), if the question is really simple but the live support is not able to answer it then it is not good for the casino.
The reason is because the live support is not always coming from the casino, it can be a paid 3rd party service which the main skill is to communicate with customers.
It is not only in online casino IMO, I experience it myself in exchange site where the live support is not able to answer my question and the support need to forward it to the one who are in charge for it.
However having well knowledge live support especially most thing in the casino will be a better thing.

[coin-investor]

...
But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

They don't know much about anything, and they are working for some salary, which is simple, but it's hard to understand how someone hired them. I heard that support agents work for 300-400 dollars a month, which is certainly a little... the casino saves money by hiring an agency to do it for them. And when the salary is low, unskilled people are employed, as always.

There will be an issue if the support is a third party some party supports hold at least 5 to 6 project on their shift and they have ready a script on them so if your questions is not on their script then you are not going to get the right answer, and besides some questions are that are not gambling related and about platform is not their scope, you have to ask them the admin of the casino some support are not gamblers I encounter one support where I ahve to wait for a few minutes for them to give the right answers, so don't rely on support be specific on the right support that you want to answer all your queries.

[darewaller]

I'm not sure which casino you gamble, but if you gamble in a casino that have official ANN in this forum, you can contact the representative and talk about this matter. This will make them become stricter to recruit their employer and they will put more attention to customer service's performance.

I think the casino only want to pay small amount money and the native or high skill communicated person is demanding high amount payment.

He gambles at different casinos because he works in a casino review site and maybe he is rushing too? Because he choses to inquire in a customer support rather than to their communities like on this forum if they have one. Although yeah, he should consider them more because I also think that their representative there have an adequate knowledge about the things inside the casino, but the customer support is only specialized on some specific matters.

The casino is the employer so they can choose if what payment they will set but at the same time they can up their qualifications. There will still be lots of interested applicants after that because jobs are getting hard to find now.

[Beparanf]

There will be an issue if the support is a third party some party supports hold at least 5 to 6 project on their shift and they have ready a script on them so if your questions is not on their script then you are not going to get the right answer, and besides some questions are that are not gambling related and about platform is not their scope, you have to ask them the admin of the casino some support are not gamblers I encounter one support where I ahve to wait for a few minutes for them to give the right answers, so don't rely on support be specific on the right support that you want to answer all your queries.

Most of the time, Support like this is only present on mediocre casino like local online casino with low budget because all the crypto casino that I play with especially Duelbits has the best support that can help you to solve the problem in both gambling and account problem.

I always encounter problem regarding claiming bonuses and the support usually fixed this with just a few minutes. Your description is the one being described by the OP, a support that just using a script is not needed at all because the casino can use the Faqs for their script. I think being knowledgeable on both gambling and the casino technicalities is really a must for support skills set.

[Hispo]

You can actually see how some of these customers support personal are working from cue cards with their responses. They are trained to answer questions in a prepared format and the moment when you ask something that are not trained to them, then the wheels come off.

The other problem are related to "language" ....because a lot of these employees are hired from other countries, where English are not their first language. The gap in communication and the way it is interpreted, create a lot of conflict and miscommunication. 

Myself I do not have any problem with casinos and other services outsourcing their work force to countries where English is not the main language talked by people, but at least it would be great if they had some minimum standards on English pro-efficiency or if there was possible for some casino representative to work with the foreigners hired in place, so if there is some problem which they are not trained to take care of, the representative can take the issue and solve it by his own.

Since customer support is a formal work by its own, there would be some curriculum or resumé to be scanned by casinos when they try to seek for personnel, sure, some small casinos may try to save money and hire inexperienced people but that would only go against their reputation in the long term.

[dothebeats]

There are some people who lie about their resume, and as someone who tried being a customer support, the company should at least see to it that their agents are learning about what product/service they offer before sending them out to close tickets or read and copy/paste scripts. This is some oversight on the part of the casino for hiring agents that do not have the willingness to learn something about the platform. I guess this is why most casino platforms fail on the customer department - they don't hire the right people.

and before they know it, it was already too late. their patrons already gave them negative feedback, when in fact, it was the customer support who assisted him didn't know what he's doing. i believe, such situations really do happen. as the owners can't monitor all the time what their agents are telling to their clients. but if the issue is already big enough, that's when they will do further scrutiny of the issue and they may likely find that it was not being handled accordingly.

Damage control is what a lot of platforms do best and not damage prevention. These things could easily be avoided had they chose candidates for the job that are really willing to learn the ropes and provide actual customer service. While the platform itself may not really be doing something wrong, in this case it's the customer rep that stoke the flames that could have been put out easily if they know what to say.

...
But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

They don't know much about anything, and they are working for some salary, which is simple, but it's hard to understand how someone hired them. I heard that support agents work for 300-400 dollars a month, which is certainly a little... the casino saves money by hiring an agency to do it for them. And when the salary is low, unskilled people are employed, as always.

There are tons of skilled people out there that can do the job for roughly the same amount. It's just that the recruitment team of these platforms are not doing their best to filter the applicants before sending them to final interviews. Also, I believe that customer reps should have continuous learning of the product or service they are trying to 'support' and not just be another salaryman that only takes and takes but never tries to give a little something for the job.

[darkangel11]

For those of you who never worked in support:

Most companies have at least 2 levels of support where the first level are people who are there to engage in conversation and make the client feel like the company cares about him. They're able to answer basic questions about the account, change password, lock and unlock account, check IP and if there was unauthorized access, verify identity... Level 2 support is asked for help when a client has questions about bugs on site, wants to report a mistake in the system, lack of withdrawal on his address, while it shows as processed on his account page and all the other more difficult problems.

Many companies try to pay the least it can, hiring people from India and Africa because they take $1 per hour and someone from the US or EU will want $10+

[Cling18]

You can actually see how some of these customers support personal are working from cue cards with their responses. They are trained to answer questions in a prepared format and the moment when you ask something that are not trained to them, then the wheels come off.

The other problem are related to "language" ....because a lot of these employees are hired from other countries, where English are not their first language. The gap in communication and the way it is interpreted, create a lot of conflict and miscommunication. 

Myself I do not have any problem with casinos and other services outsourcing their work force to countries where English is not the main language talked by people, but at least it would be great if they had some minimum standards on English pro-efficiency or if there was possible for some casino representative to work with the foreigners hired in place, so if there is some problem which they are not trained to take care of, the representative can take the issue and solve it by his own.

Since customer support is a formal work by its own, there would be some curriculum or resumé to be scanned by casinos when they try to seek for personnel, sure, some small casinos may try to save money and hire inexperienced people but that would only go against their reputation in the long term.

They should know that their players are from different countries so they should be proficient when it comes to the English language which is being used as an international language because if there is a problem with communication, it will be hard for them to fix the issues and concerns of their users.
Companies and casinos should set standards especially when it comes to communication skills when it comes to hiring support workers because that's the only way they can clearly understand and polish the concerns of gamblers. It's really frustrating that there are support workers who are having a hard time understanding their users because of the language barrier.
I think it's something that they should focus on so they could provide good services to gamblers.

[Casdinyard]

A massive painpoint of mine as well with dealing with customer services of these casinos. It's either they are exclusively inaccessible or inconvenient cause they either use a chatbot or they are forcing you to send them an email back and forth, or they hire people who don't know shit about the very casino that pays them by the hour. An upgrade in the customer service system of these casinos wouldn't cost that much, they'll literally just put these people into a systematic training program to equip them with the tools they need, it's not going to be that hard.

It's time these casinos and bookies stop with cheaping out on providing aftersales services. The problems of the users only begin with playing on their platform, the least they could do is to be attentive about it.

[goaldigger]

You can actually see how some of these customers support personal are working from cue cards with their responses. They are trained to answer questions in a prepared format and the moment when you ask something that are not trained to them, then the wheels come off.

The other problem are related to "language" ....because a lot of these employees are hired from other countries, where English are not their first language. The gap in communication and the way it is interpreted, create a lot of conflict and miscommunication. 

They work like a bot most of the time because of those script though I think it will be a case to case basis.
I agree with the point of OP here, better for the site to hire a more knowledgeable support team to handle the concern of every gambler and if there's a language barrier I think they can also hire someone who are more proficient to a specific language. Well, its good that the review site actually gets the information from the site itself instead of making their own interpretation.

[AmoreJaz]

A massive painpoint of mine as well with dealing with customer services of these casinos. It's either they are exclusively inaccessible or inconvenient cause they either use a chatbot or they are forcing you to send them an email back and forth, or they hire people who don't know shit about the very casino that pays them by the hour. An upgrade in the customer service system of these casinos wouldn't cost that much, they'll literally just put these people into a systematic training program to equip them with the tools they need, it's not going to be that hard.

It's time these casinos and bookies stop with cheaping out on providing aftersales services. The problems of the users only begin with playing on their platform, the least they could do is to be attentive about it.

hiring a good staff may require a good budget from the site. however, it will provide a good experience from their patron, which can easily spread a good word about the casino. now, it depends on the priority of the site, spend some money on this customer service or not.
because the truth is, when your issue is being resolved fast, you tend to stay on the site and recommend it to others. so casinos should really consider providing a support team that knows what they are doing.

[harizen]

..some small casinos may try to save money and hire inexperienced people but that would only go against their reputation in the long term.

I think that's not the case at most casinos.

They are paying for a service in a first place. Why hire those not capable?

To save money while having good customer support, they will just form a small workforce. It's not make sense to save money and one of they should do is to hire inexperience people? A customer support team can consist of professionals even how few they are. Aside from that, customer support is one of the pillar of a good gambling site. That's one of the criteria that gamblers mostly care about that's why it's a big deal to prioritize.

[Westinhome]

A massive painpoint of mine as well with dealing with customer services of these casinos. It's either they are exclusively inaccessible or inconvenient cause they either use a chatbot or they are forcing you to send them an email back and forth, or they hire people who don't know shit about the very casino that pays them by the hour. An upgrade in the customer service system of these casinos wouldn't cost that much, they'll literally just put these people into a systematic training program to equip them with the tools they need, it's not going to be that hard.

It's time these casinos and bookies stop with cheaping out on providing aftersales services. The problems of the users only begin with playing on their platform, the least they could do is to be attentive about it.

If you really want to use the casino for the longer period,it was most important one to find.The gambling site will have the support to contact if you get any issue.Checking the support in the gambling site was most important one.Then you come to know whether it is legit or scam,if the casino only had chat bot and never arranged a direct call with the people.It mean they are going to scam at the big money.So it’s far better to skip the gambling site which had chat bot alone while the other gambling sites had the call support to rectify the problem.The call support is the best option for the online gambling site,because we are dealing the gambling site by online.