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B2C Inbound Customer Support​​: Gaming and Betting Company

Main challenges​

  • The company had already achieved high levels of CSAT (customer satisfaction) before our partnership began, so our challenge was to match or improve on this performance.​
  • Deliver all services with superior performance.​
  • Covers all gaming verticals and all the aspects of the administrative account.​
  • We had to form a new team of 110 agents in 2 weeks.​

Business Need of the Customer​

The company is a leading commercial operator and provider of technology in regulated worldwide gaming markets. This is an inbound customer support project (voice, chat and email), offering support for our customer’s final users who possess a game account or want to open one. GRS’s agents are divided in specialized teams for each channel. The agents offer support and assistance for different types of activities: Bingo, Betting, Skill Games, Casino and Live Casino, Lotto and Scratch Cards, Poker and Soft Games and Responsible Gaming, etc.​

The customer was looking for a partner capable of: ​

  • Start the new project within a very tight deadline ​
  • Maintain or even exceed their final customer satisfaction levels ​
  • Offer quality services within their budget​
  • To have experience in offering services in more than just one foreign language​
Key figures

is the CSAT value achieved by GRS teams (the highest CSAT level ever achieved by our customer)


agents on the project


interactions handled by our agents since the beginning of the project

Why Did they Choose GRS?​

Multilingual and expert​

The customer was looking for a partner with experience in offering services in more than just one foreign language. GRS covers not only all gaming verticals but also languages like German, Danish, Swedish, Spanish and Italian.

Implementation time​

We managed to launch the project in six weeks. We had to train a new team of 110 agents guided by team leaders, all with a very good level of Italian and divided into specialized groups for chat, e-mail and phone calls. The team managed to learn all the necessary procedures in 2 weeks and was up and running faster than expected.

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