“QUALITY

日期 实时聊天帐户 实时聊天姓名

LIVE CHAT
DATE LIVE CHAT EMAIL
NAME
11/25/2023 wjslotscs01@gmail.com Ayanna
11/25/2023 wjslotscs01@gmail.com Ayanna
11/25/2023 wjslotscs02@gmail.com Bolivia
11/25/2023 wjslotscs02@gmail.com Bolivia
11/25/2023 wjslotscs03@gmail.com Charlotte
11/25/2023 wjslotscs03@gmail.com Charlotte
“QUALITY ASSURANCE/QUALITY C

客服姓名 聊天ID

AGENT NAME Chat ID

Senthuran S43O5BBSN8
Sathya S40N91V8OO
Deepak S40N70HE1X
Dony S44OEQY76B
Ajeai S4WL07GWDI
sajin S43OQJB4F3
URANCE/QUALITY CONTROL SUMM

客户服务错误

Customer Service Error

* CS agent is not able to chat properly as per
customer query.
* The CS agent is not sending the correct wait
information to the player.
* The CS agent did not ask for any information after
the welcome information regarding the player's
concerns.
* CS didn't follow the 3 min rule procedure for
closing chat timeline.
* The CS agent does not properly check the
information provided by the player.
* The CS agent uses the repeat message
ONTROL SUMMARY REPORT” PLAT

解决方案

SOLUTION
 REMARKS:

After login customers lost 200 so he asks for bonus. But you have not pro
inquired about it. Next time don't forget to clearly understand what the player
and always send the answer back to the player. That's the trick to a great CS a

Suggestion:

Dear if you lost 200 please tell me the full details clearly. And you will rece
rebate bonus automatically in your account after 12 noon tomorrow. Sorry
inconvenience. Thank you very much for your understanding.
 REMARKS:

If the player has been talking to you for an hour about his FB bonus in this c
have failed to try to properly explain to the player why the bonus is delayed
sending copy contents to the player again and again. Next time we request
follow the chat by sending proper and correct waiting information in a timely

Suggestion:

Dear, sorry for the long delay. Your bonus is being processed in our system.
receiving too many bonus enquiries, there is a delay in resolving concerns on
Your bonus will definitely arrive in your game account. Until then, I reques
patiently wait in line and cooperate with my chat.

Dear Team, We have received many bonus requests at this time. We are w
diligently to resolve them one by one. Please be patient as the bonuses will be
soon. We'll notify you when it's done. Thank you for your understanding.
 REMARKS:

In this chat I don't see that you even once asked the player to help him wit
problem even though the chat was idle for 6 minutes after the welcome info
about the player's concern.

Suggestion:

Dear, If you have any problem with our game site, I will definitely help you
provide information and screenshot. So, we kindly request you to use this c
solve your problem.
 REMARKS:
CS must follow basic rules for closing chat. A minimum of 3 minutes is re
between other and thank-you content before closing the chat. This is very imp
sometimes the members may get disappointed in the chat waiting to ask you
some other important things and the chat conversation did not go as they wan
thus it will lead to giving some bad ratings to their chat.
 REMARKS:
Attempting to offer bonuses yourself without properly verifying the inform
provided by the player in this chat regarding the download of bonuses is abs
unacceptable. Because. In this the player has logged in through the browse
bought only that screenshot. He hasn't downloaded the app yet. So, check on
information provided by the players is correct and ask them to wait. If not,
them to provide proper information.

Solution:
Dear, checking the screenshot you provided it is clear that you have not dow
the app yet. So this bonus can only be given if you download the app prope
provide that screenshot. Thank you so much for understanding.
 REMARKS:

You used the same message for 2 times, it isn't a good way for the CS agent
don't use the repeat message to reply to the customer because it show
unprofessionalism.

Suggestion:

A good CS agent should try to think and act creatively according to the situati
than using the same information to get information from the player.
Or
You can follow up the chat properly by sending a variety of great content wor
customer to get the customer information and tell them to wait in your c
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
11/25/2023
11/25/2023
11/25/2023
11/25/2023
11/25/2023
11/25/2023
11/25/2023
11/25/2023
 实时聊天帐户

LIVE CHAT EMAIL

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

LIVE CHAT NAME

Andrea
Andrea
Bianca
Bianca
Daisy
Camille
Camille
Daisy
 客服姓名

AGENT NAME
Nav
Ashok
Itachi
Pawan
Muthu
Rose
Guna
Jeevan
 “QUALITY ASSUR

聊天ID

Chat ID
S4XOKGEWG2
S4UNR1WGVX
S4WOY8T7A2
S4UNQ03TOI
S4XOZMKWBS
S4YO8QRFKO
S4VNVQUYBM
S4UMKYELCB
 “QUALITY ASSURANCE/QUALITY C

客户服务错误

Customer Service Error

* The CS agent failed to give a proper
explanation.
* The CS agent failed to give a proper
explanation.
* The CS agent failed to give a proper
explanation.
* The CS agent does not provide enough
information to get information from the
player.
* The CS agent sent double canned
message
* CS didn't follow the 3 min rule procedure
for closing chat timeline.
* CS didn't follow the 3 min rule procedure
for closing chat timeline.
* CS didn't follow the 3 min rule procedure
for closing chat timeline.
SURANCE/QUALITY CONTROL SUMMARY RE

解决方案

SOLUTION
 REMARKS:

Here the player asks any other way to login and play because he has forgotte
this. A canned message alone is not always the solution to game problems
follow your chat only if you properly understand what they are asking and re
unethical and unintelligible canned information in th

Feedback:

Dear, if you want to get your username through us because you don't rememb
reply properly, I will surely help you to retr
 REMARKS:

Here the player asks any other way to login and play because he has forgotte
this. A canned message alone is not always the solution to game problems
follow your chat only if you properly understand what they are asking and re
unethical and unintelligible canned information in th
 Solution:
If we can help directly, I will always be the first person to help you. But, we
our agent team is recommended to inquire about your game account being
cooperate with our formal pr
 REMARKS:

You used the same message for 2 times, it isn't a good way for the CS ag
customer because it shows unpro

Suggestion:

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

We always want to remind you that the answer to your concern and the solu
valuable cooperation you provide us. This will help us focu

If you may not be able to cooperate with this, if you ask us how we can help
from our side. Therefore, I humbly request you to understand this and coopera
focus our precious time on the a
 REMARKS:

No need to repeat the information you have alr

Feedback:

In order to show you are a professional CS agent, you should be careful and
again and again to the customer. Because it will annoy
 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:
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:
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

11/25/2023
11/25/2023
11/25/2023
 实时聊天帐户

LIVE CHAT EMAIL

helens22203@gmail.com
helens444444@gmial.com
helens889900@gmail.com
 “QUALITY A

实时聊天姓名

LIVE CHAT NAME

Kristin
Danielle
Jenny
 “QUALITY ASSURANCE/QUAL

客服姓名

AGENT NAME

Htut
Jarvis
SMS
ALITY ASSURANCE/QUALITY CONTROL SUMM

聊天ID

Chat ID

S4VNN2F794
S4WOUCVJAE
S4WOP7SU36
UALITY CONTROL SUMMARY REPORT” PH15

客户服务错误

Customer Service Error

* CS agent did not clearly understanding

for what are player asking to them.
* This chat is recorded as missed chat due
to not even 1st response to the player.
* The CS agent did not ask for any
information after the welcome
information regarding the player's
concerns.
MMARY REPORT” PH15 - HELENS

解决方案

SOLUTION

Remarks:
Here the player is clearly not using the app, I have logged in through the bro
properly how to take the withdrawal history screenshot, you did not try to und
good CS job.

Solution:
Dear, no matter the app or browser, the Withdraw history stays at the same lo
center page and click on the Withdraw section and your withdrawal history w
will help you with the above. Thank you very much for u
 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.

Again, if the chat continues to become a missed chat irresponsibly, appropriat

 REMARKS:

In this chat I don't see that you even once asked the player to help him with a
was idle for 6 minutes after the welcome information about th

Suggestion:

Dear, If you have any problem with our game site, I will definitely help you
screenshot. So, we kindly request you to use this chat and so
 QC审核点

QC AUDIT POINTS

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 客户服务错误 - 屏幕截图！

Customer Service Error - SCREENSHOT IMAGE!

 日期

DATE

11/25/2023
11/25/2023
11/25/2023
11/25/2023
11/25/2023
11/25/2023
 实时聊天帐户

LIVE CHAT EMAIL

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

LIVE CHAT NAME

Brenda
Brenda
Ava
Ava
Cassandra
Cassandra
 “

客服姓名

AGENT NAME

Yogi
Naruto/NK
Groot
Chris
Victor/MRP
Ramnad/Yuga
 “QUALITY ASSURANC

聊天ID

Chat ID

S46O6K9TFE
S4XMCZFC4V
S47OGR7X61
S4XMGZIXFJ
S4XMAZK3SU
S46OALFF8X
“QUALITY ASSURANCE/QUALITY CONTROL

客户服务错误

Customer Service Error

* The CS agent failed to properly follow

the chat.
* The CS agent typo error mistake
* The CS agent uses the repeat message
The CS agent is completely oblivious to
what the player has said in the chat.
* The CS agent no replies the customer
issue within 3 minutes. The CS agent
does not fully follow the chat.
* The CS agent did not provide formal
explanations regarding the player's
concern.
CE/QUALITY CONTROL SUMMARY REPORT”

解决方案

SOLUTION

REMARKS:

Here the player mentions missing deposit and after giving his bad ratings, yo
information about the deposit. This bad rating would have definitely turne
interacted with the player in the chat at the proper reply time. You have fail
you to follow up the chat properly so that the same mistake does not happe
always try to act like this.
 REMARKS:

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

error for many times, that's meant you are an unprofessional CS agent and th
service.

Suggestion:

After you sent the wrong info to the customers, you should say " Sorry, for
before sending any message. Because this way will show you for acceptin
responding.
 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
 REMARKS:

Here the player clearly mentions "i received your text message and i want t
asking what you want without reading it, then you should first try to clear
frustrated. Only if you loosely understand what they are saying and reply acco
in the chat.
 Remarks:
Here your not properly replying to the player shows your laziness in your wo
leaves the chat without a reply, we ask you to reply immediately, realizing t
will leave the game platform.

Suggestion:

A good CS agent should focus on the LiveChat and wait for a reply to the
The everage response should be complete within 30 seconds. If you didn't r
that's meant you will lost your everage respon
Next time, please take care to find out the customers online
 Remarks:
You have not provided any formal explanations in this chat. There is no do
friendly chat if proper explanations are given about it instead of ju
So next time you are advised to provide screenshot and proper exp

Solution:
Dear, you can easily withdraw by saving your Gcash / bank details in this
account. And always withdraw through Gcash rather than through a bank.
quickly and easily. Thank you very much for your und
ACAO

QC审核点

QC AUDIT POINTS

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Customer Serv