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Why you should tell Customer Care
"Customer Care always ask dumb questions".
It's a volume business, so the Customer Care staff - who look after all of SB&G, not just poker, are given a pre-scripted list of responses & questions. That list has been formulated based on a record of all incoming calls to the Contact Centre in the last x years.
It really is frustrating when things go wrong, we all know that.
Sky Poker, & all of SB&G, are determined to make the Customer Experience better, & by reporting these problems or issues, you are helping them give you a better service.
They even do an internal weekly report - "Making Gaming Better", where any problems are highlighted, as well as noting what may need doing, or has been done, to address any issues.
Comments
Good morning.
We do see threads from time to time, complaining of, say, connection issues.
Here's a typical example, but there are many others;
https://www.skypoker.com/secure/poker/sky_lobby?action=show_static&page=poker_community_forums&plckForumPage=ForumDiscussion&plckDiscussionId=Cat:57795ac2-1793-4377-b4cf-e124b0f555f4Forum:df77f82c-151f-4bea-aae1-fb423dcae1faDiscussion:81c77183-945d-49bb-9b69-80cbf384c4d2
When you experience these sort of issues, please make sure you report them to Customer Care.
When you do, they are obliged to log them, & report them to a Member of the Poker Team. And once he or she receives that report, they are obliged to investigate the complaint, to see if others had the same problem, & then, on a weekly basis, list all the complaints, & state to Senior Management what, if anything, they have done about it.
They have targets, too - "how many complaints received", "how many were resolved", that sort of thing. Customer Care, which works right across SB&G, log & report - daily - on all contacts received.
So if you don't make them aware, in most cases, they will not even be aware there was a (perceived) problem.
On a typical evening, as you know, there will be 3,000 to 4,000 players online. If only ONE complains, it's not unreasonable to assume there is not a general problem.
However, if 20, 50 or 100 complain, then it's clear there may well be an issue. It's also possible to start the diagnosis from these complaints. If, for example, all the calls were from players on one particular broadband provider, that sometimes explains the problem.
When these issues are posted on the Forum, they do NOT go into the system at all,. there is no formal procedure for measuring service issues from Forum Posts. I do generally send them up, but not as part of any official methodology.
So you are helping yourself AND Sky Poker by making any issues known to Customer Care.
Firstly, the Contact Centre is "in-house", it is not delegated to an external third party.
It serves ALL of SB&G, & that is a very big, & high volume site indeed, there are often several hundred thousand people on site at any one time, particularly in busy periods. CC have to try to serve all of them, not just poker.
The staff do have training for each part of the site - Bet, Vegas, Casino, Bingo, & Poker, but it's quite a wide brief, so yes, they would struggle to master them all, & certainly, few of them would understand poker to the extent we as poker players do. Very few people could master such a wide brief.
Should or could they have a dedicated "Poker CC"?
Well it would be nice, yes, but that's a tall order.
Poker is 24/7, so that's three staff to cover a 24 hour day. Add one more for holidays & sickness, now that's 4.
What would do they do during the quiet periods, during, say, the mornings? Not much. Actually, nothing at all over 99% of the time. It's not easy to justify the cost for staff to sit there twiddling their thumbs.
But during the evening, if, say, an unscheduled Outage occurs, would one be sufficient? Absolutely not, they would need a room full if the queues are not to build up. So more would be needed in the evenings.
And the reality is, almost all of the time, they would have nothing to do. And very occasionally, 6 or 7 would not be enough.
It's a fair question Paul, & I hope that goes some way towards explaining how it works, & why it is done the way it is.
^^^^
Well for the "connection issue" queries, they don't need to be au fait with poker, they need a knowledge of the SB&G platform, & the internet generally.
At a guess, how many contacts specifically related to poker (excluding connection issues) do you think they get on an average day? 5, 10? Hard to justify 4 full time staff for that, for the reasons I outlined in my previous post.
You can play with numbers, but assume x contacts per day, & the cost per annum of 4 full time staff. Now turn that into "cost per contact".
Ultimately, the spend pie can only be cut so many ways. Spend more on the Contact Centre, & that means less gets spent elsewhere, on, say, Promos & Marketing.
It's a tricky balance. There's no absolute right or wrong in these things.
I genuinely think they do a pretty good job of Customer Care, especially compared to some sites. But I suppose I would.
i think cc care for sky poker is the best around.i have only had to ring them twice since i joined,the very first time was not long after i joined,and if i am honest i had no clue how to find the tables, what type of game i should play so and so on.the guy at the other end of the phone spent a hour with me showing me what i should do how to find a table that would best suit me even to a point where he realised i had a problem with my computer,and talked me through how to fix it,now that is what i call looking after your customer.so thank you sky customer care for all your help over the years xxxx:):)
^^^^
Morning Mr Groggy,
I can well understand your angst, especially at that particular moment.
Please rest assured in NO WAY was I dissing you, or having a pop. Fact is, it's becoming a problem, & has been for some time, so for the last week or two, I have been waiting for an example to use so that I could try to explain to everyone why it is important that if they have site issues, they should report them to Customer Care. Your thread was a perfect case in point, so I used that, but it was not intended to be a criticism of you personally.
Unless Customer Care get to hear about these problems, then the system interrogation cannot take place, & nothing gets reported, diagnosed, & where appropriate, fixed.
I hope the whole thread has been of benefit & use, & I note that players did exactly that last night, HERE, & it did the job a treat.
So I think the thread has served it's purpose.
Yes, I can imagine it is a tad irritating, but I'm afraid is it not likely to change, & they will always need to verify the identity of the caller for a whole multitude of reasons, especially those around "Compliance". Personal account details may be discussed, s& if so, they are absolutely obliged by regulation, DPA, & good business practice to verify identity. The system would be open to widespread abuse otherwise.
Other sites don't do that? I'm very surprised indeed if that is the case. They have a legal obligation to verify ID when discussing account & player issues.
Anyway, let's hope everything is tickety-boo in future, & you don't have cause to contact them again. That'd be the nut result.
I think that here at Sky Poker, the default will usually be to verify ID.
Anyway, never mind that, this was on another site? There are OTHER SITES?
Outrageous.