SSG GamingCustomer Service Outsourcing Outsource support. Keep every player.
24/7 multilingual player support for online casinos and sportsbooks. Your brand, your tools, your players, answered in seconds by agents who know iGaming.
For Operators
A trained support desk without the hiring, the night shifts or the office. You keep the brand, the back office and every transcript. We staff, train and run it.
- Agents work inside your helpdesk and back office
- Shared desk, dedicated team or a full CX department
- Payments, KYC and bonus questions handled end to end
- 100% of conversations QA-scored, weekly report
- Scale agents up or down month to month
For Your Players
Fast, friendly answers in their own language, on the channel they already use, at any hour. Players who get help stay and play.
- Reply in under a minute on live chat (target)
- Telegram, WhatsApp, LINE, email and phone
- Native-speaking agents, not machine replies
- Deposit and withdrawal issues fixed in one contact
- Responsible gambling help whenever it is asked for
Three steps from ticket queue to loyal players
Your desk is staffed in days, not months.
Mapping
Map your players
Channels, languages, peak hours, payment methods and bonus rules. We write the support playbook with you.
Training
Train on your brand
Games, promotions, KYC rules and tone of voice. Agents practise on your back office before they meet a player.
Live
Go live, 24/7
Agents answer in your tools from the first shift. Every chat is scored, every week you get the numbers.
Built for casinos, not call scripts
Everything a player asks about, handled by people who know iGaming. No generic call-centre scripts.
Omnichannel Inbox
Live chat, Telegram, WhatsApp, LINE, email and phone in one queue, with one history per player.
Deposit & Withdrawal Desk
Missing deposits, pending withdrawals, wrong amounts. Agents check the transaction and fix it in one contact.
QA & Reporting
Every conversation scored. Weekly CSAT, first reply and resolution by channel and language.
Native Agents
English, Mandarin, Cantonese and Malay as standard; Thai, Vietnamese, Indonesian and more on request.
KYC & Verification
Document checks to your rules, with clear escalation to your compliance team.
VIP Hosts
Named hosts for your top players: birthday gifts, reload offers, reactivation calls and a direct line on Telegram.
Responsible Gambling
Self-exclusion, limits and at-risk signals escalated at any hour, logged for your licence audits.
Live in two weeks
One brief from you. We handle hiring, training and rotas, then switch on.
Brief
30 minCall with your team: channels, languages, hours, volumes
Playbook
2–3 daysMacros, escalation matrix, bonus and payment rules written
Team & training
5–7 daysAgents assigned and trained on your brand and products
Tool access
1 dayHelpdesk, back office and chat logins with your permissions
Shadow shifts
2 daysAgents answer with your team watching and signing off
Go live
Day 14Full rota on, QA scoring and weekly reports start
Included in every model
No add-on fees for the basics.
- ✓24/7 rota & cover
- ✓QA scoring
- ✓Weekly reports
- ✓Knowledge base upkeep
- ✓Macro library
- ✓Escalation matrix
- ✓Bonus abuse flags
- ✓Shift handover logs
- ✓Team lead
- ✓Data kept on your tools
Start small. Grow into gold.
Three ways to work with us. Each one is quoted on your volumes, languages and hours, with no hidden fees.
Shared Desk
For new brands. Trained agents shared across a few brands.
- ✓Live chat and email
- ✓2 languages
- ✓16/7 or 24/7 hours
- ✓Payments and account help
- ✓Weekly report
Dedicated Team
For growing operators. Named agents who work only on your brand.
- ✓All channels incl. Telegram, WhatsApp
- ✓Up to 6 languages
- ✓24/7 rota
- ✓Payments desk and KYC checks
- ✓Dedicated team lead
- ✓100% QA scoring
Full CX Department
For multi-brand groups. We run the whole customer experience.
- ✓Everything in Dedicated Team
- ✓VIP hosts and retention calls
- ✓Responsible gambling desk
- ✓Workforce planning
- ✓Account manager
- ✓Multi-brand, multi-market
Your agents speak in your brand's voice, work in your helpdesk and back office, and every transcript stays yours. If you ever move support in-house, your playbook, macros and knowledge base go with you.
Compare the options →“Players forget the bonus. They remember who answered at 3am.”— SSG Gaming support team
Four ways to staff support, one question: who answers at 3am?
SSG Gaming
- ✓Knows casino, sportsbook and payments
- ✓24/7 cover with holidays handled
- ✓Native-language agents
- ✓Works in your tools, data stays yours
- ✓QA on every conversation
- ✓Scale monthly
In-house team
- ✓Full control
- ✗Night shifts hard to staff
- ~Languages limited by hiring
- ✓Data stays yours
- ~QA only if you build it
- ✗Slow to scale down
Generic BPO
- ✗Little iGaming knowledge
- ✓24/7 cover
- ~Language mix varies
- ~Often their tools
- ~Sample-based QA
- ~Long contracts
Freelancers
- ~Depends on the person
- ✗No cover for gaps
- ~One or two languages
- ✗Hard to control data access
- ✗No QA
- ✓Flexible
What a 24/7 desk actually costs
Move the sliders to your volumes. We work out the agents you need and compare published market rates.
Estimate, not a quote. Workload = contacts × handle time ÷ 75% occupancy; minimum cover = one agent per language for every open hour; 160 paid hours per agent, 15% shrinkage. Hourly rates are published fully loaded market ranges (TDS Global Solutions, 2026). Ask us for a quote on your real volumes.
Ready to make support your edge?
Tell us your channels, languages and volumes. You get a proposal and a go-live plan within two working days.