Every service.
One system.
Full accountability.
We don’t sell agent hours. We run your support operations — with governance, QA, and outcomes you can measure from week one.
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
Every service.
One system.
Full accountability.
We don’t sell agent hours. We run your support operations — with governance, QA, and outcomes you can measure from week one.
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
INTRO
Most support outsourcing gives you bodies.
We give you a system.
Every service we run comes with the same foundation: dedicated agents trained on your product, a QA program that measures and improves quality every month, SLA targets we commit to in writing, and a reporting cadence that keeps you informed — not guessing.
Pick a single service or combine them into a fully managed support operation.
Either way, you get one point of accountability.
INTRO
Most support outsourcing gives you bodies.
We give you a system.
Every service we run comes with the same foundation: dedicated agents trained on your product, a QA program that measures and improves quality every month, SLA targets we commit to in writing, and a reporting cadence that keeps you informed — not guessing.
Pick a single service or combine them into a fully managed support operation. Either way, you get one point of accountability.
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
- QA scoring on every conversation
- Real-time reporting
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
- SLA tracking with alerts
- Weekly backlog reporting
2nd Line Support
Complex cases handled without interrupting your internal team.
Senior agents with deep product training, root cause analysis, and a documented escalation path — every time.
- Senior agents, fully trained on your product
- Root cause analysis + tagging
- Feedback loop to product and ops
Quality Assurance (QA)
Not just monitoring. A system that improves performance month over month.
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
- Monthly QA trend reports
VIP Player Support
Your most valuable players deserve a different experience.
Dedicated workflows, priority routing, and senior agents trained to protect relationships — not just close tickets.
- VIP identification + priority routing
- Dedicated senior agents
- Proactive communication protocols
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
- QA scoring on every conversation
- Real-time reporting
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
- SLA tracking with alerts
- Weekly backlog reporting
2nd Line Support
Complex cases handled without interrupting your internal team.
Senior agents with deep product training, root cause analysis, and a documented escalation path — every time.
- Senior agents, fully trained on your product
- Root cause analysis + tagging
- Feedback loop to product and ops
Quality Assurance (QA)
Not just monitoring. A system that improves performance month over month.
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
- Monthly QA trend reports
VIP Player Support
Your most valuable players deserve a different experience.
Dedicated workflows, priority routing, and senior agents trained to protect relationships — not just close tickets.
- VIP identification + priority routing
- Dedicated senior agents
- Proactive communication protocols
WHAT'S ALWAYS INCLUDED
Whatever you choose —
this comes standard.
Every service we deliver is built on the same operational layer. No extra cost. No optional add-ons.
-
Dedicated Team Lead and Project Manager
-
QA framework and scoring from week one
-
SLA targets committed to in writing
-
Weekly operational reporting
-
Escalation paths built and documented before go-live
-
Tool integration with your existing stack (Zendesk, Freshdesk, Intercom, and more)
-
Monthly business reviews with improvement recommendations
HOW IT WORKS
From call to go-live in 4–8 weeks
Most outsourcing takes months. We've built a structured launch process we scope, absorb your way of working, recruit, train and launch your dedicated team, with governance from day one.
Step 1
Discovery & Scope (Week 1-3)
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
Recruitment (Week 4-5)
We build the machine.
We hire the right people, for your brand. Our HR team sources, screens and selects the ideal agents, native language skills, iGaming aptitude and the right temperament for your players.
Deliverable: Dedicated team selected
Step 3
Setup & Training
(Weeks 6–7)
Your team goes live. Trained and ready.
We equip and train them. We don't launch until they are ready Workspace, IT, and in-depth training for your product, tools, compliance... We don't soft launch. We launch ready.
Deliverable: Team trained+ readiness. signed off
Step 4
Go LIVE & Optimize (Ongoing)
Continuous improvement. Not continuous excuses.
Continuous improvements. Not continuous excuses. Your team goes live fully ready. Weekly reporting, QA coaching, backlog reviews, escalation audits. We scale when you need it — up or down.
Live team+Weekly reports + monthly ops reviews
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
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.
