I think phoning new registered (not deposited) customers is going a bit far. Is this common?
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I think phoning new registered (not deposited) customers is going a bit far. Is this common?
Welcome bonus up to infinity, T&C apply. :)
I used to get telephone calls around the clock from various Playtech brands about depositing (if I merely registered) or reloading (if it were a casino/poker room that I funded).
My personal point of view - I like that the casino is going above and beyond to attempt to convert or enhance the player value.
However, I dislike being contacted by telephone when I establish a business relationship online. I prefer an email or electronic communications - like for like. Even if there's first an email stating "we plan to call. If you wish for us not to call, please update your preferences on how you receive communications and/or offers." and then of course, a few days time to afford me the chance to update my settings.
Hi Joe,
Why would you say this goes a bit far? I can sort of see where you are coming from, but as long as this happens in a respectful and classy manner, there is nothing wrong with it in my humble opinion.
In fact, coming to think of it: (From an affiliate point of view) I believe it is a plus point. Especially if you are their affiliate. Actually, knowing this, I might just check out Gday casino and the affiliate program of Gday to see if they meet my standards.. You see, they do what commercial marketing businesses do. They try to get the players in, what ever way possible. Pushing it? Perhaps. But, they / we are in it for the money, right?
Actively phoning them is quite an effort and will possibly pay off well for them (and, not the least: the affiliates).
Remember this as well: The person who signs up leaves a phone number and agrees he or she can be contacted.
In regards to your question whether or not it is common, I can't give you the answer to that. I would like to know who besides gday, does this as well. Perhaps this whole thread will start a whole new trend.. :) Or, it will uncover that many more affiliate programs actually do this..
Either way, interesting to find out!
I think this all falls under the "not in my back yard mentality".
As affiliates we want our prospects contacted (in a responsible way) to help conversions....as long as they don't contact us....lol
I am all for it as long as it can be done without offending the masses. If they find that the percentage of complaints climbs too much then they are hurting more than helping.
I know we have discussed this here previously (probably been years) and one of the things we found in the past was that some customer service groups are not sensitive to time changes and were calling people in other parts of the world at times that could be considered out of line.
Also I think it would be a good idea to make sure they follow ethical rules that if a player registers and selects a check box for never to contact that they do in fact follow that.
Wouldn't mind seeing a handful of operators chime in here.
Rick
Universal4
Cant say for Casinos.. But most US books do it, and it seems to work well for conversions as an affiliate anything to help conversions is a plus,
Maybe it's just me hating companies phoning me, but I've not come across British facing brands doing this before.
We have a retention team who calls inactive players. I believe there is also some kind of communication if the player registers and has not deposited within 7 days. I'd have to check to see the actual procedure though.
Hello Renee,Quote:
Originally Posted by Renee
Thank you. That is interesting. Would you be so kind to update us about your findings? I personally think it is a big plus if it happens..
Thanks.
Post authorization marketing is a standard manner for many different businesses.Quote:
Originally Posted by Gambling Joe
I think this is fine, if you don't want to be contacted by phone you can just tell them
i think its good!
Some online casino's send me daily textmessages to remind me that I made an account but didn't use their fantastic welcome package. I think it's ok. If you don't want them to do that, you should delete your account or not leave your telephone number at all.
Also it's good for affiliates that online casino are trying to do retention on inactive players or players that for whatever reasons did not deposit. If you've brought them to their website, it's in your favour.
Hi Guys,
As much as we incentivize our agents to actively contact our players for conversion, retention and re-activation campaigns, where do you draw the line between being promoting deposits and being intrusive?
While we are on the topic of phone calls, when is it acceptable to make the "Welcome" Call?
i.e. If a players has signed up at 3am, can we assume that it's safe to make the welcome call or should be hold off until it's an appropriate/convenient time to call. Some thoughts are that the player is online at that point of registration and by opting in to receive calls etc. that the call should be made there and then.
We have debated this question among ourselves over and over and for the life of me, I don't know the right or wrong answer.
The same applies to weekends, are receiving calls accepted over weekends?
I look forward to getting your feedback on this matter and thank you for your time.
Regards
Jason
I don't think there is a right or wrong answer. Some people will be happy for the welcome call, other people will not. I would think a couple of days after registration would be better than a few hours later.Quote:
We have debated this question among ourselves over and over and for the life of me, I don't know the right or wrong answer.
I posted the original message because I had never had a brand attempt to phone me before. I'm wondering if there are legal restrictions with British brands?
Thanks for the reply mate. Yeah believe there are no wrong or right answers in this case, trial and error I guess. As for legal restrictions in the UK, if you promoting a white listed brand there shouldn't be a problem with regards to calling campaigns, but I might be wrong.
Daily texts, or any kind of "daily" contact....way out of line.
I think the most important thing is, a check box that asks the player whether ANY KIND of contact is ok, and what types are ok.
If they say no contact and you contact them anyway, =INTRUSIVE.
Rick
Universal4
agree, have a best way to contact option and adhere to it.
