How GAMING1 doubled ticket processing while raising quality
- 2x
- ticket processing
- 77.65%
- CSAT, up from 70.45%
- 82%
- quality assessment, up from 78%
A regulated Belgian gaming operator lifted CSAT and quality assessment scores at the same time as doubling throughput.
The situation
GAMING1 operates online and land-based gaming in regulated markets only, with responsible gaming at the centre of its corporate strategy. That makes support quality a compliance matter as much as a customer one. How an agent handles a conversation about limits or self-exclusion is not something you sample.
What changed
The team used Kaizo to go beyond quality assurance into performance management: scoring conversations consistently, tracking the quality assessment rate as a metric in its own right, and coaching against it.
The result
Between 2021 and 2022, CSAT rose from 70.45% to 77.65% and the quality assessment rate rose from 78% to 82%, while ticket processing doubled. For context, a CSAT under 70% is already considered strong in gaming services.
The team then set a 90% quality assessment target for the following year.
Interviewed: Michelle Schmidt, Customer Service Quality Assurance & Training Officer, and Sarah Maddio, Risk & Fraud Team Leader, GAMING1.
See the same on your own conversations
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