Your players expect instant help.
Your team expects predictable operations.
We deliver both.

Managed player support for iGaming operators who need 24/7 coverage, backlog control, and VIP experience protection — without building another internal team.
Book a 15-min Fit Check
Request a Quote

Get a tailored support plan and quote within 24 hours. No commitment

  • 24/7
    Coverage
  • 14+
    Languages
  •  
  • Go
    Live in 3–4 weeks
  •  
  • QA & SLA
    Governance
  • Stack
    Integration

Your players expect instant help.
Your team expects predictable operations.
We deliver both.

Managed player support for iGaming operators who need 24/7 coverage, backlog control, and VIP experience protection — without building another internal team.

Book a 15-min Fit Check
Request a Quote
Get a tailored support plan and quote within 24 hours. No commitment
  • 24/7 Coverage
  • 14+ Languages
  • Go Live in 3–4 weeks
  • QA & SLA Governance
  • Stack Integrations
TRUST

Trusted by iGaming operators
across Europe and beyond

PROBLEM

The support problem no one talks about

You've tried hiring. Training. Rotating shifts.
And still — backlog grows, VIPs wait too long, peak periods break your ops.

The real problem isn't people. It's that support is running without a system.

No ownership. No governance. No predictable improvement.

That's what we fix.

OUTCOMES

What operators
actually hire us for

Not "customer service." Managed support operations with clear outcomes.

1

Protect VIP experience

Your highest-value players get priority handling, faster resolution, and consistent quality — reducing churn risk where it hurts most.

2

Kill the backlog

Structured queues, clear SLAs, and trained agents who don't let tickets age. You'll see the backlog shrink in week one

3

Scale across markets

Add languages, extend coverage, handle peak seasons — without the hiring cycle that takes months.

4

Make quality measurable

QA scorecards, calibration sessions, coaching loops. Every agent improves. Every month.

5

Survive peak periods

Product launches, promotions, weekends, holidays — we staff for volume, not averages.

6

Fix the escalation chaos

Clear paths to KYC/AML, payments, product, and compliance. No more "who owns this?" conversations.

OUR SERVICES

Core Services

Pick what you need — or combine into a dedicated team model. Every service includes SLA targets, QA governance, and weekly reporting.

Live Chat Support

Instant responses. Trained agents. Zero guesswork. Your players get help in seconds, not minutes. We handle volume, escalations, and quality — you see the dashboard.

  • Average first response: under 30 seconds
  • Escalation paths to payments, KYC, product
  • QA scoring on every conversation
  • Real-time reporting
Learn more

Email & Ticket Support

Backlog control that actually works. Structured queues, smart tagging, macros that save time, and SLAs that we actually hit. No more "we'll get to it eventually."

  • Priority-based queue management
  • Standardized templates + custom macros
  • SLA tracking with alerts
  • Weekly backlog reporting
Learn more

2nd Line Support

Complex cases. Senior agents. Documented resolution. When tickets need investigation, product context, or cross-team coordination — we handle it without interrupting your internal team.

  • Senior agents with deep product training
  • Root cause analysis + tagging
  • Documentation and knowledge base updates
  • Feedback loop to product/ops
Learn more

Quality Assurance (QA)

Not just monitoring. A system that improves performance. We don't just score agents. We calibrate, coach, and track improvement. Monthly QA reports show exactly what changed.

  • Custom scorecards per channel
  • Weekly calibration sessions
  • 1:1 coaching from team leads
  • Monthly QA trend reports
Learn more

VIP Player Support

Your most valuable players deserve a different experience. Dedicated workflows, priority handling, tone guidelines, and agents trained to protect relationships — not just close tickets.

  • VIP identification + priority routing
  • Dedicated senior agents
  • Proactive communication protocols
  • VIP satisfaction tracking
Learn more
OUR SERVICES

Core Services

Pick what you need — or combine into a dedicated team model. Every service includes SLA targets, QA governance, and weekly reporting.

Quality Assurance (QA)

Not just monitoring. A system that improves performance. We don't just score agents. We calibrate, coach, and track improvement. Monthly QA reports show exactly what changed.

  • Custom scorecards per channel
  • Weekly calibration sessions
  • 1:1 coaching from team leads
  • Monthly QA trend reports
Learn more

Email & Ticket Support

Backlog control that actually works. Structured queues, smart tagging, macros that save time, and SLAs that we actually hit. No more "we'll get to it eventually."

  • Priority-based queue management
  • Standardized templates + custom macros
  • SLA tracking with alerts
  • Weekly backlog reporting
Learn more

2nd Line Support

Complex cases. Senior agents. Documented resolution. When tickets need investigation, product context, or cross-team coordination — we handle it without interrupting your internal team.

  • Senior agents with deep product training
  • Root cause analysis + tagging
  • Documentation and knowledge base updates
  • Feedback loop to product/ops
Learn more

Live Chat Support

Instant responses. Trained agents. Zero guesswork. Your players get help in seconds, not minutes. We handle volume, escalations, and quality — you see the dashboard.

  • Average first response: under 30 seconds
  • Escalation paths to payments, KYC, product
  • QA scoring on every conversation
  • Real-time reporting
Learn more

VIP Player Support

Your most valuable players deserve a different experience. Dedicated workflows, priority handling, tone guidelines, and agents trained to protect relationships — not just close tickets.

  • VIP identification + priority routing
  • Dedicated senior agents
  • Proactive communication protocols
  • VIP satisfaction tracking
Learn more
HOW IT WORKS

From call to go-live
in 3–4 weeks

Most outsourcing takes months. We've built a structured launch process that gets you live fast — with governance from day one.

Step 1

Fit & Scope
(Week 1)
We ask the right questions. You get clarity.

ICP, channels, languages, coverage hours, SLA targets, success metrics — we align on everything before anything starts.

Deliverable: Scope document + pricing proposal

Step 2

Setup & Governance (Week 2)
We build the machine.

Workflows, escalation paths, QA framework, reporting cadence, tool integrations, knowledge base structure — all documented.

Deliverable: Operations playbook + integrations ready

Step 3

Team Launch
(Weeks 3–4)
Your team goes live. Trained and ready.

Agent onboarding, product training, shadow shifts, QA calibration, and go-live planning. We don't "soft launch."
We launch ready.

Deliverable: Team operational + first tickets handled

Step 4

Optimize & Scale (Ongoing) 
Continuous improvement. Not continuous excuses.

Weekly reporting, QA coaching, backlog reviews, escalation audits. We scale when you need it — up or down.

Weekly reports + monthly ops reviews
INTEGRATIONS

Built into your stack

We don't force new tools. We integrate with what you already use and keep reporting consistent across teams.

Don't see your tool? We adapt to your stack — always.

HOW IT WORKS

From call to go-live in 3–4 weeks

Most outsourcing takes months. We've built a structured launch process that gets you live fast — with governance from day one.

Step 1

Fit & Scope
(Week 1)

We ask the right questions. You get clarity.

ICP, channels, languages, coverage hours, SLA targets, success metrics — we align on everything before anything starts.

Deliverable: Scope document + pricing proposal

Step 2

Setup & Governance (Week 2)

We build the machine.

Workflows, escalation paths, QA framework, reporting cadence, tool integrations, knowledge base structure — all documented.

Deliverable: Operations playbook + integrations ready

Step 3

Team Launch
(Weeks 3–4)

Your team goes live. Trained and ready.

Agent onboarding, product training, shadow shifts, QA calibration, and go-live planning. We don't "soft launch."
We launch ready.

Deliverable: Team operational + first tickets handled

Step 4

Optimize & Scale (Ongoing) 

Continuous improvement. Not continuous excuses.

Weekly reporting, QA coaching, backlog reviews, escalation audits. We scale when you need it — up or down.

Weekly reports + monthly ops reviews
INTEGRATIONS

Built into your stack

We don't force new tools. We integrate with what you already use and keep reporting consistent across teams.

Don't see your tool? We adapt to your stack — always.

HOW IT WORKS

From call to go-live in 3–4 weeks

Most outsourcing takes months. We've built a structured launch process that gets you live fast — with governance from day one.

Step 1

Fit & Scope
(Week 1)

We ask the right questions. You get clarity.

ICP, channels, languages, coverage hours, SLA targets, success metrics — we align on everything before anything starts.

Deliverable: Scope document + pricing proposal

Step 2

Setup & Governance (Week 2)

We build the machine.

Workflows, escalation paths, QA framework, reporting cadence, tool integrations, knowledge base structure — all documented.

Deliverable: Operations playbook + integrations ready

Step 3

Team Launch
(Weeks 3–4)

Your team goes live. Trained and ready.

Agent onboarding, product training, shadow shifts, QA calibration, and go-live planning. We don't "soft launch."
We launch ready.

Deliverable: Team operational + first tickets handled

Step 4

Optimize & Scale (Ongoing) 

Continuous improvement. Not continuous excuses.

Weekly reporting, QA coaching, backlog reviews, escalation audits. We scale when you need it — up or down.

Weekly reports + monthly ops reviews
INTEGRATIONS

Built into your stack

We don't force new tools. We integrate with what you already use and keep reporting consistent across teams.

Don't see your tool? We adapt to your stack — always.

LANGUAGES

Multilingual coverage
across key markets

Support players in their language — with agents trained on tone, compliance, and cultural context.

English, German, Spanish, Portuguese, French, Italian, Arabic, Turkish, Polish, Norwegian, Swedish, Russian, Czech, Slovak  + more

Need a language not listed?

Let's talk
LANGUAGES

Multilingual coverage across key markets

Support players in their language — with agents trained on tone, compliance, and cultural context.

English, German, Spanish, Portuguese, French, Italian, Arabic, Turkish, Polish, Norwegian, Swedish, Russian, Czech, Slovak  + more

Need a language not listed?

Let's talk
KPIS SECTION — METRICS TABLE

KPIs we manage.
KPIs we improve.

We don't report vanity metrics. We track what moves the needle — and we own the outcomes.

CSAT
Player satisfaction post-interaction. Our minimum: 85%.

First Response Time
Time to first human reply. Chat target: under 30 seconds.

Resolution Time
Time from open ticket to resolved.

Backlog Size
Open tickets at any moment.

QA Score
Agent quality per custom scorecard.

Escalation Rate
% requiring 2nd line or internal team.

Escalation Resolution SLA
Time to resolve escalated cases.

VIP Satisfaction
Separate tracking for high-value players.
TESTIMONIALS

What operators say

  • We found in Workanova a great partner who helped us streamline our support operations fast with experienced representatives as we open new markets across the globe. We now see Workanova as a partner who adds value not just in support but also in retaining our customers.

    CEO

    HugeWin
  • We are happy with the approach Workanova built around our customer support processes. Their knowledge of the industry shows in every interaction.

    CEO

    Rollblock
  • Workanova quickly became an extension of our team. Their agents don't just answer tickets — they understand the business.

    CEO

    Weltbet
  • Workanova's deep technical knowledge across various systems and platforms was the key to our seamless integration. Their remarkable adaptability to our rapid growth, combined with a sophisticated understanding of diverse player geographies, has made them an essential partner in our global expansion.

    CEO

    Terragon
  • Partnering with Workanova has allowed us to significantly elevate our B2C support. Their multilingual services and expertise in player retention have been seamless to integrate, providing our clients with the quick, efficient, and high-quality customer experience they deserve.

    Head of BD

    NuxGame
See case highlights

Ready to stop managing support fires?

We build, run, and improve your player support operation — so you can focus on growth, not tickets.
Book a 15-min Fit Check
Request a Quote
Most operators know in 15 minutes if this is a fit. No pitch. Just answers.
RECOGNIZING EXCEPTIONAL PERFORMANCE

Awards

2022 Best Customer Service Provider (Balkans & CIS)

2023 Best Customer Service Provider (Balkans & CIS)

2024 Best Corporate Service Provider (Europe)

2025 Shortlisted
(Central Europe).

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