The iGaming industry has been flourishing dramatically over the past few years with the worldwide market value hitting 63.53 billion dollars in 2024. Analysts agree this amount will double to 145.6 billion by 2030. Part of the rapid growth has led to higher requests for good customer care. A big number of iGaming firms are utilizing outsourcing as a tactic to satisfy this requirement and keep up with the rivals.
Why iGaming Companies Choose to Outsource Customer Support
The decision to outsource customer support isn’t made lightly. For iGaming operators like Spin Panda Casino, it’s often a strategic move that impacts their bottom line and customer satisfaction rates. Recent data shows that 68% of iGaming companies now outsource at least part of their customer support operations.
The main reasons are clear. Cost savings top the list, with companies reporting 30-40% reduction in operational expenses. But there’s more to it than just saving money.
Cost Benefits That Make Business Sense
When an iGaming company outsources customer support, they save on many costs. They don’t need to pay for office space, equipment or training for in-house teams. They also avoid the costs of hiring, benefits and taxes.
A study by Deloitte found that iGaming operators can save up to 60% on labor costs through strategic outsourcing to regions like Eastern Europe, the Philippines and India. These savings allow companies to invest more in game development and marketing.
Access to Specialized Skills
The iGaming industry has unique support needs. Players may have questions about bonuses, withdrawal policies or game rules. They might need help with technical issues or account problems.
Outsourcing partners that specialize in iGaming bring deep knowledge of these issues. Their agents understand the industry and can solve problems faster. Many outsourcing providers now offer teams that focus only on iGaming support.
Key Regions for iGaming Customer Support Outsourcing
The location of your outsourced team matters a lot. Different regions offer various benefits in terms of cost, language skills, time zones and cultural alignment.
Popular Outsourcing Destinations for iGaming Support
Here’s a comparison of the top regions where iGaming companies outsource their customer support:
| Region | Average Cost Per Agent | Language Capabilities | Time Zone Advantage | Cultural Alignment with Western Markets |
| Philippines | $1,200-1,800/month | Strong English, Some European languages | GMT+8 (covers Asia/Australia) | High Western influence |
| Eastern Europe | $1,800-2,500/month | Multiple European languages | GMT+1 to GMT+3 (ideal for Europe) | Strong European cultural understanding |
| India | $1,000-1,500/month | Excellent English | GMT+5(bridges Europe and Asia) | Moderate |
| Malta | $2,500-3,500/month | Multiple European languages | GMT+1 (perfect for Europe) | Very high (iGaming hub) |
Malta deserves special mention as it’s not just an outsourcing destination but a major iGaming hub. Many operators choose to base their support teams there despite higher costs because of the strong industry presence and regulatory knowledge.
Ideal Practices for Successful Outsourcing Partnerships
Not all outsourcing relationships work well. The difference between success and failure often comes down to how the partnership is managed.
Clear Communication Channels
Good communication is key. Set up regular meetings with your outsourcing partner. Use tools like Slack or Microsoft Teams for daily updates. Make sure everyone knows who to contact for different issues.
A survey by Contact Center Pipeline found that iGaming companies with weekly strategy meetings with their outsourcing partners reported 23% higher customer satisfaction scores.
Comprehensive Training Programs
Your outsourced team needs to understand your games, policies and brand voice. Invest time in training them well.
The best outsourcing partnerships include:
- Initial training on products and services
- Regular updates on new games and features
- Ongoing coaching and quality monitoring
- Access to knowledge bases and support tools
Performance Metrics That Matter
You can’t improve what you don’t measure. Track these key metrics:
- First contact resolution rate
- Average handling time
- Customer satisfaction scores
- Accuracy of information provided
Companies that closely monitor these metrics and work with their outsourcing partners to improve them see up to 40% higher player retention rates.
Common Challenges and How to Overcome Them
Outsourcing isn’t without problems. Being aware of potential issues helps you avoid them.
Language and Cultural Barriers
Players want support from someone who understands them. Language barriers can cause frustration. Choose outsourcing partners with strong language skills in your target markets.
Cultural training is also important. Agents should understand gambling terminology and cultural nuances in different regions.
Quality Control Concerns
Maintaining high standards can be harder when your team is far away. Regular quality checks are essential. Listen to call recordings, review chat logs and monitor email responses.
Many successful iGaming companies use mystery shopping approaches, where test customers contact support to evaluate the quality of service.
Outsourcing customer support in the iGaming industry can be a winning strategy when done right. With careful partner selection, clear communication and ongoing quality management, it can lead to cost savings and improved player satisfaction. As the industry continues to grow, strategic outsourcing will likely remain a key competitive advantage for successful operators.
