The basis for this award is mystery shopping of around 100 customer service agents on different scenarios. Trained to respond to a variety of challenging situations, our Customer Service team resolved the issues with flying colours.
This is the latest in a string of awards held by our CS team, also holders of Women in Gaming Excellence in Customer Service (June 2014), EGR Italy Awards Gran Menzione (Oct 2014), EGR Awards Best Customer Service Operator (Nov 2014), ICM Top 50 Companies for Customer Service (5th place in the UK) and EGR Nordic Awards Best Customer Service Operator (Jan 2016). We have also been rated ‘Best for Support’ by Norwegian gambling newspaper Tips.
We wanted to find out more about what makes this team, not just for Betsafe but across all of our brands, so successful. We talked to Melissa, our Head of Customer Service, to find out more.
Melissa says; “We set the bar high when it comes to quality. Our Customer Service agents impress me all the time – they go through rigorous training both in the classroom and on the job. What’s important for me is that I work with a lot of people who really care about creating great customer service”.
Their success is rooted in our company culture. At Betsson, we are passionate about creating the best customer experience in the industry and so we listen to the voice of the customer and that of the customer service agents, who are the closest people to our customers. Once a week, our brands receive a “Voice of the Customer” report which goes into huge detail about customer satisfaction and issues of the week, and what our customers would like to see improved.
Melissa has been working with us for nearly five years, so has progressed through the as well as seeing the company grow enormously. So what has changed during that time?
“Betsson has changed a lot– at first we were a small team with little interaction with the brand teams, but now since we have introduced various value-adding reports such as Voice of the Customer, our role is much more central than before. We do have a voice, we have a huge impact on what the brands do”.
So how are our agents rewarded for doing such a fantastic job?
“It’s true we have high expectations of our agents, and that’s why we give back to them”, says Melissa. “We have a brand new cool office in a prime location, and lots of benefits and perks like brunches and Friday beers. The work is challenging work, with a committed management team that tries to look after our people. We have regular development discussions along with monthly 1 to 1s. We also have a top 20 competition where our most efficient agents get the opportunity to double their bonus every month.”
“Career progression is a huge reason why our CS Agents stay with Betsson - 40% of our Customer Service agents are promoted internally within the company which is an amazing statistic. If Betsson believes in an employee they give you so much responsibility and then it’s up to you to prove yourself. Most importantly, we listen to our Agents and use their opinions to improve our business.”
Interested in working for Betsson? Apply to be a Customer Service agent and make your mark today http://www.betssongroup.com/jobs