Any good businessman will tell you that an important step on the way to success is to know the customer and their needs. The call center knows the customer in the online casino world better than anyone else. They interact with thousands of them on a daily basis. Therefor I’ve asked some of the seniors in out call center what advice they might want to pass on to affiliates, and it is as bellow.

First off, giving players’ clear information and steps on how to collect offers is paramount to retaining and growing key players. Gareth Dodds, Floor Manager at Fortune Affiliates  Call Center adds, “One thing that we experience a lot with new players at that conversion point, is that they will convert and we will get a deposit out of them, but because of unclear information – they will come back angry – they deposited expecting XYZ , they didn’t receive it. When you then look at the website they came off of, it’s an old offer, or the information wasn’t clearly structured, it then becomes very hard to retain that person. Because even if we tell them the correct offer and this is what is right, at the end of the call you can almost guarantee that person is not coming back. So that initial conversion stage is where we actually have to be crystal clear, because we lose that player the moment he feels that we haven’t provided him, that we haven’t been upfront – especially European players- poof they are gone. They need to be given clarity on all aspects, and how to claim the offer. For example if the affiliate has a deal that needs to be claimed by RMM (rich media message), have them say, when the player signs up, here are the steps to follow, let them know upfront, because now the player does this, they sign up and they don’t know where to go from there.

Second, affiliates must make sure that their sites are well-run at all times, and offers are updated. As Gareth says, “They can drive all the traffic in the world to us with the incorrect info, but they are not going to get anything out of it if the players aren’t converting, because they leave as soon as they feel they have been misinformed. The promotions always have to be 100% correct, if we change our sign up offer, the affiliates need to change their banner tag to reflect it.”

Ultimately, the Call Center advises all affiliates to try giving them a call. One of the best tricks to selling a product is to understand the customer and customer experience, and what better way to understand this process than trying it first-hand.