thanks so much to everyone for the support.
This truly is an unecessary blemish on an industry which is inherently plagued with bad press to begin with; the last thing we need is to further muddy the waters by saving a few dollars on as Fergie so correctly puts it
the support staff are the only people who interact directly with the customer, and they are the casino as far as the customer is concerned.
since the majority of your players come from the US, how many of you have agents that can actually speak the language fluently without a heavy accent?
said with no offense intended; I can hardly undertand most the aff managers I have ever talked with on the phone. Most the time I just say yes and uh-huh because quite frankly I get tired of saying “pardon me, could you say that again?”
I’ve said this before, that perhaps emails are better than phone calls for that very reason. (+ everything is on paper if you need to reflect on a conversation)
Now imagine you’re a big player who has a 5 digit account with a casino and you have a problem and so you call and you get a support agent that you can understand about as well as you can understand someone you’ve talked with on a semi-regular basis that has an extremely thick accent.
Would you be so patient with a support agent as you are with that person? likely not because you’re the one with the money and they’re the ones that need your business.
thus the casino just lost at least $120,000 a year from just that one player.
How much money did you save by hiring that thick accent now?