Premium support 24/7: faster, better
Premium support is a dedicated service for high value players with guaranteed reaction times, priority routing and personal host responsibility. Below is the specifics: how it works and what to demand.
1) Service model
- Dedicated VIP/VVIP line + personal SPOC (host/relationship manager).
- Profile preconfiguration: preferred channels, quiet mode, code word, currency, limits, languages.
- Automatic identification by number/card, instant history boost in CRM.
2) Communication channels (around the clock)
- VIP-Desk phone (ACD with priority queue).
- Chat in the application/on the site, call back ≤ 1 min if overloaded.
- Secure messengers by agreement (end-to-end encryption).
- Email for formal requests/reports.
- Onsite: VIP-rack, direct contact pit boss/host, video concierge in the room.
3) SLA (landmarks for VIP/VVIP)
- Answer: phone ≤ 20/10 sec; chat ≤ 30/15 sec; email initial response ≤ 15/10 min.
- Stabilization of incident P1 (unavailability of the game/score, payment failure): ≤ 15 min; complete solution ≤ 2 hours.
- P2 (critical, but there is a bypass): ≤ 1 h/ ≤ 4 h; P3: ≤ 24 h; P4: ≤ 3 working days.
- Onsite: arrival of the manager on the table/car ≤ 2-5 minutes; equipment downtime ≤ 10 minutes before transfer.
- Automatic escalation by time triggers (see item 5).
4) Prioritization and routing
- ANI/CLI matching, loyalty card, token from the application → jump into the VIP queue.
- The rule of "quiet visit": communication only through the host/messenger without public calls.
- Blacklist of triggers for auto-escalation: account blocking, payment dispute, disrupted transfer, number overbooking.
5) Escalation matrix
- Line 1: VIP-Desk/host agent (T0).
- Line 2: duty manager/technical support of games (T0 + 10-15 min).
- Line 3: pit boss/director of table games or head of product (online) (T0 + 30 min).
- Line 4: VIP Director/COO (T0 + 60 min).
- For payments: L2 finance → risk/AML → acquiring bank (SLA agreed separately).
6) Tasks closed by premium support
- Booking and priority on tables/limits, private tables, chip exchange rate.
- Credit line/marker, front money, SoF/SoW verification.
- Payments/cashouts, multicurrency, limits and fees.
- Tournaments/events: registration, rebai, schedule, guest lists.
- Travel logistics: flights, transfers, late check-in, meals, tickets.
- Analysis of transactions, adjustment of computers, F & B/SPA accruals.
- Online pairing: input/2FA, geo, sessions, discounts, cache drops.
7) Quality metrics (target thresholds)
- FCR (solution from the first contact) ≥ 85-90%.
- AHT: telephone ≤ 6 min; chat ≤ 5 min.
- Abandon rate in the VIP queue ≤ 2%.
— SLA attainment ≥ 95%.
— Reopen rate ≤ 5%.
— CSAT ≥ 95%; NPS VIP ≥ 70.
- Recovery rate (successful service recovery) ≥ 90%.
8) Service recovery (compensation for events)
- Delay P1> SLA: free play/bonus play by level matrix (VIP/VVIP) + priority for the next tournament.
- Overbooking numbers: immediate upgrade + F&B credit; in case of transfer failure - separate transfer/return.
- Billing/computer error: correction on the same day, written report.
- Waiting time> 10 min in VIP lounge: standard drinks/lounge credits.
* All conditions are fixed in writing until the case is closed. *
9) Security and privacy
- 2FA, code word, route/date disclosure restriction.
- PII minimization in instant messengers; documents - only through secure channels.
- Least privilege storage and access; logging of all actions.
- Phishing stop list: the support never asks for a PIN/full card number.
10) Compliance for Australians
- AML/CTF (AUSTRAC): transaction monitoring, reporting thresholds, SoF/SoW verification.
- Responsible Gambling: time limits/bankroll, self-exclusion, cooling, info sheets.
- Privacy: Australian Privacy Principles (APP) - transparency of goals, right to access/correct, incident notifications.
- Call records: consent; storage according to the operator's policy.
11) Support tools
- CRM/CDP with VIP card (ADT/Theo, preferences, incident history).
- ACD/IVR with priority, callback, call recording.
- Co-browse/remote assist (online), ticket system (SLA/escalation), KMS.
- Real-time deshboards: SLA, queue, P1 triggers.
12) Onsite protocol (casino/hotel)
- Floor contact (pit boss/host) + backup line.
- Reaction time to the incident at the table ≤ 2 min; solution/transfer ≤ 10 min.
- Private corridors/elevators, "no cameras/no press" on request.
- Incidents are recorded by the act; copy - to the player/profile.
13) Online Protocol
- Discount/session disruption: instant resync, analysis of the hand log/spins, balance adjustment.
- Blocking/2FA/geo: recovery via host after KBA/docking check.
- Payment disputes: payment tracing, bank confirmation, refund terms.
14) Reporting and transparency
- Ticket with number, owner, SLA and time of the next update.
- Post-incident report (root cause + measures) for P1/P2 within 24 hours.
- Monthly VIP digest: metrics, trends, promises fulfilled.
15) Setting up for the player
- "Preference card": drinks/meals, rooms, limits, desired tables/disciplines, communications.
- Travel risk profiles: necessary documents, visas, insurance, cache limits.
16) How to connect to a premium support (step by step)
1. Complete KYC/SoF/SoW, confirm channels and codeword.
2. Specify SLA expectations, silence windows, reporting format.
3. Before the trip: flights, transfers, booking tables/events, cashout currency.
4. On the day of the game: host contact, limits, backup payment method.
5. After - a short feedback; update the "preference card."
17) What to submit in circulation (template)
- ID (ID/card), channel/location, date/time, table/game/machine, amount/transaction, desired result, attachments (screen/check).
- Specify criticality (P1-P4) - will speed up routing.
18) Risk management and fault tolerance
- Plans B/C: reserve tables/halls, spare transfer routes, generators.
- Payment gateway failures: manual markers/paper vendors before recovery.
- Team training: P1 simulations quarterly.
19) Quality improvement methods
- VOC/CSAT after each P1/P2; analysis of cases; KMS updates.
- Tracking triggers churn/save-rate; predictive alerts (discounts, queues).
20) Responsible play
- Personal limits and cooling-off at the profile level; host helps to configure.
- Support is obliged to offer assistance resources if it sees risk patterns.
Bottom line: premium support for Australians is clear SLAs, personal responsibility and secure channels. Capture expectations, use escalation and require transparent reports - this makes the quality of service predictable and consistent with your premium level.
1) Service model
- Dedicated VIP/VVIP line + personal SPOC (host/relationship manager).
- Profile preconfiguration: preferred channels, quiet mode, code word, currency, limits, languages.
- Automatic identification by number/card, instant history boost in CRM.
2) Communication channels (around the clock)
- VIP-Desk phone (ACD with priority queue).
- Chat in the application/on the site, call back ≤ 1 min if overloaded.
- Secure messengers by agreement (end-to-end encryption).
- Email for formal requests/reports.
- Onsite: VIP-rack, direct contact pit boss/host, video concierge in the room.
3) SLA (landmarks for VIP/VVIP)
- Answer: phone ≤ 20/10 sec; chat ≤ 30/15 sec; email initial response ≤ 15/10 min.
- Stabilization of incident P1 (unavailability of the game/score, payment failure): ≤ 15 min; complete solution ≤ 2 hours.
- P2 (critical, but there is a bypass): ≤ 1 h/ ≤ 4 h; P3: ≤ 24 h; P4: ≤ 3 working days.
- Onsite: arrival of the manager on the table/car ≤ 2-5 minutes; equipment downtime ≤ 10 minutes before transfer.
- Automatic escalation by time triggers (see item 5).
4) Prioritization and routing
- ANI/CLI matching, loyalty card, token from the application → jump into the VIP queue.
- The rule of "quiet visit": communication only through the host/messenger without public calls.
- Blacklist of triggers for auto-escalation: account blocking, payment dispute, disrupted transfer, number overbooking.
5) Escalation matrix
- Line 1: VIP-Desk/host agent (T0).
- Line 2: duty manager/technical support of games (T0 + 10-15 min).
- Line 3: pit boss/director of table games or head of product (online) (T0 + 30 min).
- Line 4: VIP Director/COO (T0 + 60 min).
- For payments: L2 finance → risk/AML → acquiring bank (SLA agreed separately).
6) Tasks closed by premium support
- Booking and priority on tables/limits, private tables, chip exchange rate.
- Credit line/marker, front money, SoF/SoW verification.
- Payments/cashouts, multicurrency, limits and fees.
- Tournaments/events: registration, rebai, schedule, guest lists.
- Travel logistics: flights, transfers, late check-in, meals, tickets.
- Analysis of transactions, adjustment of computers, F & B/SPA accruals.
- Online pairing: input/2FA, geo, sessions, discounts, cache drops.
7) Quality metrics (target thresholds)
- FCR (solution from the first contact) ≥ 85-90%.
- AHT: telephone ≤ 6 min; chat ≤ 5 min.
- Abandon rate in the VIP queue ≤ 2%.
— SLA attainment ≥ 95%.
— Reopen rate ≤ 5%.
— CSAT ≥ 95%; NPS VIP ≥ 70.
- Recovery rate (successful service recovery) ≥ 90%.
8) Service recovery (compensation for events)
- Delay P1> SLA: free play/bonus play by level matrix (VIP/VVIP) + priority for the next tournament.
- Overbooking numbers: immediate upgrade + F&B credit; in case of transfer failure - separate transfer/return.
- Billing/computer error: correction on the same day, written report.
- Waiting time> 10 min in VIP lounge: standard drinks/lounge credits.
* All conditions are fixed in writing until the case is closed. *
9) Security and privacy
- 2FA, code word, route/date disclosure restriction.
- PII minimization in instant messengers; documents - only through secure channels.
- Least privilege storage and access; logging of all actions.
- Phishing stop list: the support never asks for a PIN/full card number.
10) Compliance for Australians
- AML/CTF (AUSTRAC): transaction monitoring, reporting thresholds, SoF/SoW verification.
- Responsible Gambling: time limits/bankroll, self-exclusion, cooling, info sheets.
- Privacy: Australian Privacy Principles (APP) - transparency of goals, right to access/correct, incident notifications.
- Call records: consent; storage according to the operator's policy.
11) Support tools
- CRM/CDP with VIP card (ADT/Theo, preferences, incident history).
- ACD/IVR with priority, callback, call recording.
- Co-browse/remote assist (online), ticket system (SLA/escalation), KMS.
- Real-time deshboards: SLA, queue, P1 triggers.
12) Onsite protocol (casino/hotel)
- Floor contact (pit boss/host) + backup line.
- Reaction time to the incident at the table ≤ 2 min; solution/transfer ≤ 10 min.
- Private corridors/elevators, "no cameras/no press" on request.
- Incidents are recorded by the act; copy - to the player/profile.
13) Online Protocol
- Discount/session disruption: instant resync, analysis of the hand log/spins, balance adjustment.
- Blocking/2FA/geo: recovery via host after KBA/docking check.
- Payment disputes: payment tracing, bank confirmation, refund terms.
14) Reporting and transparency
- Ticket with number, owner, SLA and time of the next update.
- Post-incident report (root cause + measures) for P1/P2 within 24 hours.
- Monthly VIP digest: metrics, trends, promises fulfilled.
15) Setting up for the player
- "Preference card": drinks/meals, rooms, limits, desired tables/disciplines, communications.
- Travel risk profiles: necessary documents, visas, insurance, cache limits.
16) How to connect to a premium support (step by step)
1. Complete KYC/SoF/SoW, confirm channels and codeword.
2. Specify SLA expectations, silence windows, reporting format.
3. Before the trip: flights, transfers, booking tables/events, cashout currency.
4. On the day of the game: host contact, limits, backup payment method.
5. After - a short feedback; update the "preference card."
17) What to submit in circulation (template)
- ID (ID/card), channel/location, date/time, table/game/machine, amount/transaction, desired result, attachments (screen/check).
- Specify criticality (P1-P4) - will speed up routing.
18) Risk management and fault tolerance
- Plans B/C: reserve tables/halls, spare transfer routes, generators.
- Payment gateway failures: manual markers/paper vendors before recovery.
- Team training: P1 simulations quarterly.
19) Quality improvement methods
- VOC/CSAT after each P1/P2; analysis of cases; KMS updates.
- Tracking triggers churn/save-rate; predictive alerts (discounts, queues).
20) Responsible play
- Personal limits and cooling-off at the profile level; host helps to configure.
- Support is obliged to offer assistance resources if it sees risk patterns.
Bottom line: premium support for Australians is clear SLAs, personal responsibility and secure channels. Capture expectations, use escalation and require transparent reports - this makes the quality of service predictable and consistent with your premium level.
