“QUALITY

日期 实时聊天帐户 实时聊天姓名

LIVE CHAT
DATE LIVE CHAT EMAIL
NAME
11/13/2023 wjslotscs02@gmail.com Bolivia
11/13/2023 wjslotscs03@gmail.com Charlotte
“QUALITY ASSURANCE/QUALITY C

客服姓名 聊天ID

AGENT NAME Chat ID

Dony S4K26B8TWW
Sajin S4K2LGBK2S
URANCE/QUALITY CONTROL SUMM

客户服务错误

Customer Service Error

* Closing the chat without understanding what
the customer is requesting.
* TCS agent does not perform proper follow-
up in chat.
ONTROL SUMMARY REPORT” PLAT

解决方案

SOLUTION
 REMARKS:
Here the customer is saying that he will try the instruction you mentioned. Th
the main duty of a CS agent is to wait for the customer to make the decision.
very important as sometimes the members may get disappointed in the chat w
ask you about some other important things and the chat conversation did no
they wanted and thus it will lead to giving some bad ratings to their ch
 Remarks:
Although the member had already clearly stated about the deposit concern,
agent did not give an adequate response to it and only entered the welco
information and then immediately left without giving any proper informatio
the deposit pending.
Suggestion:
Please provide below required screenshots for us to check accordingly

1. Transaction records from your player account

2. Gcash / Bank details with reference number
3. SMS Message

Hello, in order to process your pending deposits, please provide us the foll
screenshots.

📷 Game account Deposit history Order (Located at 49jili Deposit histo

📷 Gcash/Bank/Paymaya successful transfer receipt
📷 Provide the mobile phone debit text message
FORM - WJPH11 "WJSLOTS"

QC审核点

QC
AUDIT
POINTS
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M - WJPH11 "WJSLOTS"

客户服务错误 - 屏幕截图！

Customer Service Error - SCREENSHOT IMAGE!

 日期

DATE
11/13/2023
11/13/2023
11/13/2023
11/13/2023
11/13/2023
11/13/2023
 实时聊天帐户

LIVE CHAT EMAIL

10jilics01@gmail.com
10jilics01@gmail.com
10jilics04@gmail.com
10jilics04@gmail.com
10jilics03@gmail.com
10jilics03@gmail.com
 实时聊天姓名

LIVE CHAT NAME

Andrea
Andrea
Bianca
Bianca
Camille
Camille
 客服姓名

AGENT NAME
Nav
Ashok
Pawan
Itachi
Rose
Guna
 “QUALITY ASSUR

聊天ID

Chat ID
S4K2MIAKX8
S4H05S30QD
S4H0LZ6SJZ
S4J12W733J
S4K2HHZ2UV
S4H0HXUOXI
 “QUALITY ASSURANCE/QUALITY C

客户服务错误

Customer Service Error

* CS agent, passing information back
and forth to customer concern.
 * CS didn't follow the 3 min rule
procedure for closing chat timeline.
* The CS agent sent double canned
message
 * CS didn't follow the 3 min rule
procedure for closing chat timeline.
* TCS agent does not perform proper
follow-up in chat.
 * CS didn't follow the 3 min rule
procedure for closing chat timeline.
SURANCE/QUALITY CONTROL SUMMARY RE

解决方案

SOLUTION
 REMARKS:

Customer raised concern about withdrawal password. This should b

should be given to the customer. The information you ask should be
give clear and proper explanations and follow-up properly so th
Suggesstion:
Dear, if you fill the above mentioned information correctly it will he
for understanding
 REMARKS:
CS must follow basic rules for closing chat. A minimum of 3 minutes is requ
the chat. This is very important as sometimes the members may get disapp
important things and the chat conversation did not go as they wanted and t
 REMARKS:

You have already provided (welcome message) above, S

Feedback:

In order to show you are a professional CS agent, you should be ca

canned message again and again to the customer. Because it w
 REMARKS:
CS must follow basic rules for closing chat. A minimum of 3 minutes is requ
the chat. This is very important as sometimes the members may get disapp
important things and the chat conversation did not go as they wanted and t
 Remarks:
Although the member had already clearly stated about the deposit concern,
only entered the welcome information and then immediately left without gi
Suggestion:
Please provide below required screenshots fo

1. Transaction records from your

2. Gcash / Bank details with refe
3. SMS Message

Hello, in order to process your pending deposits, please

📷 Game account Deposit history Order (Locat

📷 Gcash/Bank/Paymaya successful
📷 Provide the mobile phone debi
 REMARKS:
CS must follow basic rules for closing chat. A minimum of 3 minutes is requ
the chat. This is very important as sometimes the members may get disapp
important things and the chat conversation did not go as they wanted and t
 QC审核点

QC AUDIT
POINTS
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 客

Customer Service
 日期

DATE

11/13/2023
11/13/2023
 实时聊天帐户

LIVE CHAT EMAIL

helens22203@gmail.com
helens33302@gmail.com
 实时聊天姓名

LIVE CHAT NAME

Kristin
Nancy
 客服姓名

AGENT NAME

Ramesh
Sudalai
 “QUALITY ASSURAN

聊天ID

Chat ID

S460YQ2E2F
S482KAQQLB
“QUALITY ASSURANCE/QUALITY CONTR

客户服务错误

Customer Service Error

* CS didn't follow the 3 min rule

procedure for closing chat timeline.
 * The CS agent no replies the
customer issue within 3 minutes
ANCE/QUALITY CONTROL SUMMARY REPORT

解决方案

SOLUTION

REMARKS:
CS must follow basic rules for closing chat. A minimum of 3 minutes is requ
content before closing the chat. This is very important as sometimes the mem
chat waiting to ask you about some other important things and the chat conve
and thus it will lead to giving some bad ratings to th
 REMARKS:

The player has no waiting response or proper follow up from you for
his concern.

Suggestion:

A good CS agent should focus on the LiveChat and wait for a repl
possible.
The average response should be complete within 30 seconds. If you d
minutes, that's meant you will lost your everage
Next time, please take care to find out the customers onlin
ENS

QC审核点

QC AUDIT POINTS

0.1
0.1
Customer Serv
 日期

DATE

11/13/2023
11/13/2023
11/13/2023
 实时聊天帐户

LIVE CHAT EMAIL

wjtwocs01@gmail.com
wjtwocs02@gmail.com
wjtwocs03@gmail.com
 实时聊天姓名

LIVE CHAT NAME

Ava
Brenda
Cassandra
 “

客服姓名

AGENT NAME

Chris
Naruto
Ramnad/Yuga
 “QUALITY ASSURANC

聊天ID

Chat ID

S34ZDD20UH
S4H2N1Y7W0
S4A0WOW16E
“QUALITY ASSURANCE/QUALITY CONTROL

客户服务错误

Customer Service Error

* CS didn't follow the 3 min rule

procedure for closing chat timeline.
* The CS agent sent double canned
message
* The CS agent sent double canned
message
CE/QUALITY CONTROL SUMMARY REPORT”

解决方案

SOLUTION

REMARKS:
CS must follow basic rules for closing chat. A minimum of 3 minutes is requ
content before closing the chat. This is very important as sometimes the mem
chat waiting to ask you about some other important things and the chat conve
and thus it will lead to giving some bad ratings to th
 REMARKS:

You have already provided (68 mobile registration bonus) above, So

again.

Feedback:

In order to show you are a professional CS agent, you should be ca

about providing the canned message again and again to the custom
customers with your poor service.
 REMARKS:

You have already provided (Welcom message) above, So no need t

Feedback:

In order to show you are a professional CS agent, you should be ca

about providing the canned message again and again to the custom
customers with your poor service.
ACAO

QC审核点

QC AUDIT POINTS

0.1
0.3
0.1
Customer Serv
 日期
DATE

11/13/2023
11/13/2023
 实时聊天帐户
LIVE CHAT EMAIL

wjevocs02@gmail.com
wjevocs03@gmail.com
 实时聊天姓名
LIVE CHAT NAME

Blythe
Callie
 “Q
客服姓名
AGENT NAME

Pappu
Thaman
 “QUALITY ASSURANCE
聊天ID

Chat ID

S4Q28GV8E9
S4Q2KHT5P0
“QUALITY ASSURANCE/QUALITY CONTROL
客户服务错误
Customer Service Error

* TCS agent does not perform proper

follow-up in chat.
* The CS agent uses the repeat message
E/QUALITY CONTROL SUMMARY REPORT” P
解决方案
SOLUTION
Remarks:
Although the member had already clearly stated about the deposit concern
adequate response to it and only entered the welcome information and then im
proper information about the deposit pending
Suggestion:
Please provide below required screenshots for us to check

1. Transaction records from your player accou

2. Gcash / Bank details with reference numbe
3. SMS Message

Hello, in order to process your pending deposits, please provide us th

📷 Game account Deposit history Order (Located at 49jili D

📷 Gcash/Bank/Paymaya successful transfer rec
📷 Provide the mobile phone debit text messa
 REMARKS:

You used the same message for 2 times, it isn't a good way for the CS agent. T
to reply to the customer because it shows unprofessi

Suggestion:

A good CS agent should try to think and act creatively according to the situ
information to get information from the playe
Or you can make various best efforts to tell/ask the message that the
information/waiting to satisfy your service.
WJPH17
QC审核点

QC AUDIT POINTS

0.1
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Customer Serv