Market leading products are essential to the success of our business. Equally, customer satisfaction is a vital part of our model. That is why in April 2007 we opened a central customer service centre in Dublin, enabling all customer interaction, both incoming and outgoing, to take place in one central location, helping to reduce costs and improve effectiveness.
As part of the induction process, every customer service team member is trained to follow these following key principles:
Centralisation of the customer service function gives us the ability to respond to the changing environment as the business grows both in product and geographically.
We now offer support to customers from over 22 territories, 24 hours a day, seven days a week. Our team of customer service representatives has almost doubled in the last 12 months, and between them speak over 42 languages.
We continue to invest and focus on our customer service function and see it as a key driver of customer retention.
It was therefore a tremendous endorsement of their efforts to be nominated and then go on to win the World Contact Centre award for Best Customer Services in Europe.
Whilst customer service is centralised, we recognise that every geography has its own particular nuances in terms of customer practices, sports, events and essentially what a customer likes to bet on. That is why we tailor our websites to the local market, with regional managers and territory teams focussing directly on their specific market.
