is a call-center right for you???

[dimeplayersonly]

if anyone were to read my posts about call-centers you could probably conclude that im totally against the idea...maybe i am....

first of all, i understand these call-center guys are in business, i dont have a problem with that, but IMO call-centers arent for most shops..
using a call center does offer valid points, main one is the leagality issue, offers more free time, web access for customers things of that nature..

ill admit i gave the idea of a offshore call-center serious consideration..got concrete figures, everything was covered down to the last detail..

my biggest problem with a call-center is that they can answer the calls but they cant "work the book"

my shops small, during foots ive got three girls, and myself that work a base of around 150 players, mostly square but enough "sharps" to hurt if i were caught asleep....whose going to mind the shop down there....all they are going to do is write up action.....sorry not that easy...how are they going to adjust betting lines?? so if CRIS moves down to 5, but your 10dimes long on the fav at 6..then what..

having a call-center will allow your players to have all kinds of betting options ie. quarters, props this and that... they cheerfully tell you......thats nice but i dont want my sharps betting soft props or any props for that matter..

my guys who bet nothing but nickle 6pt teasers are going to get a line delt to them thats favorable to MOI...and alot of times its going to be a different number dealt to straight players.. i could give examples all day long on different situations.

guys that have small books, understand that it has to be "worked" you cant just use the line out of yesterdays paper and expect to stay in business.

call-center people will tell you they will customize to fit your needs and request..
but they cant make judgment calls that can determine a profit or loss..
i rarely lay-off action, but when i do i know how much, where, and why...each situation can be different...call-centers cant deal with that..

like i said call-centers can work for some shops..but for me there are too many "what ifs"

 

[WHALE]

I believe that the marketing approach along with the people that work for an organization is what gives an identity to it, if you neutralize that effect by hiring the services of a call center what would keep your customers from going somewhere else...

 

[darwinmobley]

quote from lowroller:
ccdimer,

One thing you don't realize, is that when you use a call center your business WILL increase (probably at least double). I am not kidding when I say this.

You have to understand that your guys are used to you having limited hours, play by phone only, etc. When you use a call center they are the proverbial "kids in a candy store". They can now do their halftimes/props/horses/whatever that you never used to take before...they can now make their plays when it is convenient for THEM, and not you. They will also be able to make plays over the internet which means that all the calls they couldn't/wouldn't make (ex. boss at work or wife at home) they now WILL make...without hesitation!

Not to mention the time that it frees up for you. Now you can concentrate on recruiting new business. Believe me, you are going to need it!! The ONE bad thing that has happened to my sheet by using the call center is that I have "tapped out" more guys than ever in just 4 months! Like I said...they will run wild! These guys generate so much action, that they end up hanging themselves quickly, and as a result I have 1/3 of my sheet on the sidelines a little earlier than normal for this time of year. The way I see it, I am earning the same/more amount of $ from them...I'm just getting it quicker...all the better!

I am not shilling, just speaking from experience. I put off doing this for quite awhile because, I too, was concerned about the cost. But now I know that the cost is TOTALLY insignificant relative to the extra business that gets written.

I have a small sheet, and my guys bet NOWHERE NEAR a dime a game, and my bottom line is SIGNIFICANTLY better than it was before I started using a call center.


any questions, darwin_mobley@yahoo.com

i guess that pretty much says it all and I can offer a varety of software to best serve YOUR needs.

is that right!

 

[Bookiesolutions]

Dimeplayersonly,

I understand and appreciate your concerns. here at www.bookiesolutions.com we can give you your own line set and custom build your profile to suit your needs that your and only your players will receive. Not only do you get a call-center open 24/7 your players can get online 24/7 to make plays check scores and balances and this will increase your volume per player significantly. You will have a page to access all of your players balances, active plays, graded plays and positions for just you group or groups.

Any other questions please feel free to Email me at info@bookiesolutions.com
or call us at 1-877-512-6345

Thanks
BookieSolutions

 

[lowroller]

Talk to the people that run the call center. Tell them your concerns and see if they can address them. I have been with 2 shops. I left the first, the second has been very customer-focused and extremely willing to do whatever I need them to. For example, things like taking props off the board to selected, or all, players is very easy for them to do.

They can slow down your sharps or do whatever screening you need done. Tell them what you want, or more importantly, don't want to happen with your players. Let them assess the situation and give you whatever options are available. They can watch your sheet to see if you are getting to heavy and customize your line when you hit levels that you specify ahead of time. I think you might be surprised how "customizable" it can be. No system is perfect, but they really do want to help and will do their best! You need to "grill" these guys and get a feel for who is really looking out for you...and your customers. Customer service, both for you AND your customers is important. They can't be good at one and not the other.

One thing I would recommend you do is set up a "mole" account that you can act as a player. Play into the situations that you are concerned about and see what happens. If something goes wrong you can see for yourself and either correct it or squash it. This way you can see what "would have" happened without the risk or embarrassment of it happening to a real player of yours.

Sure, some mistakes will be made, and they will probably cost you a little. However, I still feel like the benefits more than outweigh the costs. JMO!

[This message was edited by lowroller on June 12, 2003 at 11:28 PM.]

 

[juice11]

Dime Player,

I here you on this one. But get your door kicked in a couple off times and it gets hard to keep customers. It does help free up time and stops you from being a sitting duck when your time is up..I here both sides on this one. Good topic.

 

[dimeplayersonly]

thanks for the response gentlemen

i guess in all honesty, my main reason for not going with a call-center set-up, is that i cant stand the idea of not being in the same office supervising my people.......lol, plus i was taught if you want something done right do it yourself..........im old school...........eventually ill go the way of the dinasaurs...but at least ill be happy....

 

[darwinmobley]

dimeplayer,
I have something else for you. I have an agent sitting next to me so he can oversee everything that's going on. Also he will make the decisions like laying off and so forth. Maybe an option for you. Let me know if that's an idea you're willing to kick around.

is that right!

 

[DUO_Z]

DimePlayersOnly

I’m interested in your business.

I run CCS (Call Center Solutions). We currently service some of the larger operations in Costa Rica.

I am willing to bring you down to Costa Rica for all expense paid trip to prove to you just how sharp our Call Center runs.

Come here for a few days on me. During that time you will see inside and out my entire operation. I will introduce you to all 12 line managers as well as the Floor Managers of all my current offices. I will give you a tour of the facility. You will be able to see how the phone and internet system work. You will be able to see every aspect of our Quality Control Department.

While you are here I will have my team of programmers build you your own website.

While you are here I will let you listen to calls in our Customer Service Department.

I will show you how all our calls are monitored everyday for quality assurance. I will show you how all of our Line Managers are trained as well as how they are monitored.

I will show you hold percentage expectations for this coming year based on your past volume.(if applicable)

When Im done,you are welcome to post whether or not Call Centers, are viable espscially Call Center Solutions for the matter.

I ran a business with a guy in the states. It ran great. My clerks spoke English. My lines were not stale. My figures were always (most of the time) correct. The only problem was I was constantly worried about getting my door kicked in by the Poman.

I promise you , Call Center Solutions will make you a believer in Call Centers. Give me a call.

To even back up our claims , I will be willing to allow you to put 25 of your players into my Call Center for FREE for a one month trial. Get the feedback from your customers, analyze your statistics, moniter your results and than ultimaley decide if Call Centers are for you

Looking forward to meeting you.

Max
Max@wagerweb.com
www.bookoffshore.com

 

[DUO_Z]

lowroller,
Shoot me an email max@wagerweb.com would like to discuss some things with you. Thank you

Max
www.bookoffshore.com

 

[DUO_Z]

dimeplayeronly,
Curious to know what you thought of our offer to you.Let me know either here or max@wagerweb.com.

This offer is also good to anyone currently using another offshore data center also.(restrictions apply)

Max
max@wagerweb.com

 

[dimeplayersonly]

duo_z......sent you an -email...thanks

 

[Lobo]

DimePlayersOnly;

I think you should consider what “darwins theory” and “Bookiesolutions” have to say.
But if you go shopping for a call center, look for one that doesn’t run its own book(s) at the same time. Some agents have made very bad experiences with that.

If you want some help with that, the Internet consultants at Lobo Byte Services S.A. can help you finding the very right call center for you.

If you are interested, contact us at info@lobobs.com

Lobo