What comes to mind when you think of customer support? A corporate machine with constantly changing operators who read from scripts like robots.
But if you look at the RISK support team, you’ll see the opposite picture: minimal turnover and support agents speaking in a simple language.
Wondering how that’s possible? Meet Alima Atakhanova, our team lead for outbound customer service in Kazakhstan. She reveals the secret to satisfied clients and happy support representatives.
In the world of iGaming, customer support is king. “At every step of communication, our clients expect a human touch and attentive care”, - highlighted Alima.
That’s why friendly customer service is gaining traction. Alima’s team adopted this empathetic approach to cater to each client's needs. Support representatives can step out of the script and speak in their own words. We also use branded memes to add fun, boosting brand awareness when clients share them with friends.
Another tool for ensuring client satisfaction is detailed analytics. According to Alima, ‘no analytics, no success’. Her team tracks client reviews, response times, and how support agents handle complex issues. Analytics helps pinpoint growth opportunities and encourages them to surpass their results.
Alima emphasises that motivated support agents are key to excellent customer support. To maintain team morale, we conduct training sessions for our support team on managing stress and enhancing service quality.
Passion for communication and a willingness to learn can kickstart your career at RISK, even with minimal experience. And it’s not limited to the customer support department.
First, you can grow as a support agent. Alima’s team has developed the development map with systematic education, such as wow service training. Plus, top-performing teams receive bonuses and enjoy team outings like bowling or cinema.
You can develop into leadership roles, transitioning from support agent to supervisor and manager. With the OKR system, you know the precise goals you need to achieve for promotion. For example, Alima transitioned from agent to QA manager in just five months to oversee service and education quality.
Customer support is also a launchpad for transitioning to other departments. Both RISK and employees can initiate horizontal promotions. Alima recalls how one support representative kept accounts, although it wasn’t their duty. Her team noticed that and suggested transitioning to the accounting department.
Alima says that turnover in her team is almost absent. The main reasons for hiring new support specialists are promotions and transitions. She believes that is due to extensive development opportunities and a close-knit team culture.
For all candidates, newcomers, and career climbers, Alima advises: ‘Take risk! Don’t hesitate to try again and again. This covers everything: applying for a job or asking your manager for a promotion. Success often follows multiple setbacks – it's all part of the journey.’
As for leaders, Alima stresses fostering close relationships and constructive feedback. She holds regular one-to-ones for teammates to share work and personal concerns. She also encourages discussing mistakes as learning opportunities.
Ready to join the movement but still deciding which field to pursue? The support team can become a solid foundation for any role. Take the leap and join our dynamic team!
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