“QUALITY

日期 实时聊天帐户 实时聊天姓名

LIVE CHAT
DATE LIVE CHAT EMAIL
NAME
11/15/2023 wjslotscs03@gmail.com Charlotte
11/15/2023 wjslotscs03@gmail.com Charlotte
“QUALITY ASSURANCE/QUALITY C

客服姓名 聊天ID

AGENT NAME Chat ID

Ajeai S4P4UHG2MM
Sajin S4S5XU7GU8
URANCE/QUALITY CONTROL SUMM

客户服务错误

Customer Service Error

* The CS agent typo error mistake
* chat is idle for 10 minutes and CS agent is
not responding to chat.
ONTROL SUMMARY REPORT” PLAT

解决方案

SOLUTION
 REMARKS:

The CS Agent should do professional working to reply the customer and be

about typing. If you typo error for many times, that's meant you are an unpro
CS agent and the customer will not respect your service.

Suggestion:

After you sent the wrong info to the customers, you should say " Sorry, for se
wrong information" before sending any message. Because this way will show
accepting the mistake and professional responding.
 REMARKS:

This chat is given bad ratings by the player because the chat is idle
minutes and the CS agent left the player without giving any update or
information to the member regarding the deposit pending. If you ha
pending or updated about his deposit then you can keep that good r
FORM - WJPH11 "WJSLOTS"

QC审核点

QC
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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
11/15/2023
11/15/2023
11/15/2023
11/15/2023
11/15/2023
11/15/2023
 实时聊天帐户

LIVE CHAT EMAIL

10jilics03@gmail.com
10jilics01@gmail.com
10jilics02@gmail.com
10jilics03@gmail.com
10jilics04@gmail.com
10jilics04@gmail.com
 实时聊天姓名

LIVE CHAT NAME

Camille
Andrea
Bianca
Camille
Daisy
Daisy
 客服姓名

AGENT NAME
Rose
Ashok
Itachi
Guna
Jeevan
Muthu
 “QUALITY ASSUR

聊天ID

Chat ID
S4S6Q8U4C6
S4Q5948I9H
S4R5JQEPMY
S4K2TLX3NI
S4P4STF0LV
S4S6G47D2Y
 “QUALITY ASSURANCE/QUALITY C

客户服务错误

Customer Service Error

* The CS agent typo error mistake
* CS didn't follow the 3 min rule procedure
for closing chat timeline.
 * Here the CS agent failed to give the
correct information in a little explanation
and closed the chat without explanation.
* The CS agent follows an inappropriately
casual attitude in the chat.
* CS didn't follow the 3 min rule procedure
for closing chat timeline.
 * Here the CS agent is not ready to listen
patiently to the member meeting. Also, the
chat is closed and the customer is
disappointed.
SURANCE/QUALITY CONTROL SUMMARY RE

解决方案

SOLUTION
 REMARKS:

The CS Agent should do professional working to reply the customer and be

that's meant you are an unprofessional CS agent and the c

Suggestion:

After you sent the wrong info to the customers, you should say " Sorry, fo
message. Because this way will show you for accepting the mistake and pro
 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
 Reamrks :
The CS agent has irresponsibly closed the chat without giving an explanation
ID here. This is a negligible action. It should not be forgotten that the CS Ag
his Valid ID is being aske
Solution:
Dear, we need your valid ID screenshot to feed in the system. Also, only the
uploading in our system. I am asking you for that particular model valid ID
valid ID you provide and it gets rejected. So if you understand this and coope
quickly. Thank you very much for your under

Hello dear , our platform ensure the security and safetyness of every player
follow in accordance of our security protocol is the valid ID which will h

Hello dear , as much as I would love to help you but without proper verifica
account , as we have upgraded our security protocol system , this is to ensure

Hi dear , for further verification I may need your valid ID and selfie holding y
This is to make sure all account data, information an
 Remarks:
CS agent hangs up without responding to chat properly with little follow up
clearly shows your irresponsibility in your work. CS Agents should tak
 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:

Since the player has clearly expressed respect for your chat here, you have d
chat by entering the canned information instead of acting as a CS agent. This
shut down like this without listening to the player's concerns in the ch
The CS agent should always remember that the chat should be closed only a
time to resolve the member's
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 客

Customer Service
 日期

DATE

11/15/2023
11/15/2023
11/15/2023
11/15/2023
 实时聊天帐户

LIVE CHAT EMAIL

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

LIVE CHAT NAME

Kristin
Kristin
Nancy
Nancy
 客服姓名

AGENT NAME

Ramesh
Htut
Sudalai
Sujith
 “QUALITY ASSURAN

聊天ID

Chat ID

S4C5CNZ9WF
S4B5YADHKH
S4C5QYRGSG
S4C50CVWJE
“QUALITY ASSURANCE/QUALITY CONTR

客户服务错误

Customer Service Error

* Closing a chat before a customer replies

to a CS agent chat.
* Closing a chat before a customer replies
to a CS agent chat.
* CS agent does not follow up the chat
focusing only on asking for rating.
* Chat missed without proper attention of
CS agent.
ANCE/QUALITY CONTROL SUMMARY REPORT

解决方案

SOLUTION

REMARKS:
Here the member asked how to make his deposit once again. In this concer
canned message information and closed the chat irresponsibly without wai
whether the concern was resolved or not and got bad rating
 REMARKS:
Here the member has been asked about his deposit pending. In this concern
canned message information and closed the chat irresponsibly without wai
whether the concern was resolved or not and got bad rating
 REMARKS:
If the CS agent fully follows up the chat and satiates the player's concerns, th
give ratings. So please change the habit of disturbing the player by continu
completing this concern.
 REMARKS:
CS agent, avoid this mistake of never even doing 1st response to chat. We ha
lose a customer due to such actions.
The first response message needs to be completed within 30 seconds. (After
seconds). This is the company rules.
A good CS agent should focus on the LiveCaht and wait for a response the c
This way will show you are a professional customer service and will save you
Score will be safety too.
ENS

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Customer Serv
 日期

DATE

11/15/2023
11/15/2023
 实时聊天帐户

LIVE CHAT EMAIL

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

LIVE CHAT NAME

Brenda
Cassandra
 “

客服姓名

AGENT NAME

Yogi
Ramnad/Yuga
 “QUALITY ASSURANC

聊天ID

Chat ID

S47616J9DV
S4X4RJZU1I
“QUALITY ASSURANCE/QUALITY CONTROL

客户服务错误

Customer Service Error

* The CS agent asks to cancel the bad

rating
* The CS agent no response the customer
within 30 seconds for the first reponse
CE/QUALITY CONTROL SUMMARY REPORT”

解决方案

SOLUTION

Remarks:

A good customer service practice is to answer the customer's question in a p

shouldn't ask to cancel a bad rating, because this behavior is an un

Another word, The CS agent doesn't have the right to force any customer to
Because it depends on the satisfaction within in you

Please stop the behavior of forcing the customer to give you the good or bad
the customer issue is enough.
 REMARKS:

The first response message needs to be completed within 30 seconds. (After

seconds). This is the company rules.
A good CS agent should focus on the LiveCaht and wait for a response the c
This way will show you are a professional customer service and will save you
Score will be safety too.
ACAO

QC审核点

QC AUDIT POINTS

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Customer Serv
 日期
DATE

11/15/2023
11/15/2023
11/15/2023
 实时聊天帐户
LIVE CHAT EMAIL

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

Blythe
Blythe
Callie
 “Q
客服姓名
AGENT NAME

Pappu
Rocky
Thaman
 “QUALITY ASSURANCE
聊天ID

Chat ID

S4Q6R66SN8
S4D4OQJW62
S4I5GHPQJ9
“QUALITY ASSURANCE/QUALITY CONTROL
客户服务错误
Customer Service Error

* CS agent closing chat without updating

cocnern to customer.
 * CS didn't follow the 3 min rule
procedure for closing chat timeline.
* The CS agent uses the repeat message
E/QUALITY CONTROL SUMMARY REPORT” P
解决方案
SOLUTION

Remarks:

The player has given this bad rating for this chat because the CS agent close
customer about the pending deposit.
 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 :
Cs should approach the customer in different ways to ask for details and try
why we are asking the member.
Solution :
We are asking you for your Player ID to verify your claim. That alone will h
find the solution for your current concern, so we request you to cooperate a

Your Player ID is the only thing we will ask you to resolve your concern.
resolve the issue for you.

Dear, we understand your problem, we need your Player ID to investigate it,

a solution for you and resolve your concern quic
WJPH17
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