When launching an iGaming project, every operator faces the dilemma of how to organise its customer support services effectively.
Should it be managed in-house or outsourced?
SOFTSWISS offers a cost comparison to help resolve the issue. Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support.
Based on this experience, SOFTSWISS share their insights on organising customer support services.
In-House vs Outsourced Services
Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training and managing staff, allowing businesses to focus on core operations while reducing overhead costs.
The key advantage of the in-house model is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.
When it comes to customisation, experts do not classify it as an advantage or disadvantage of either model. At SOFTSWISS, when launching any project, the team asks operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.
Essential customer support services
When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. The Gold Standard must comprise First-Line Support, Anti-Fraud Support, VIP-Player Support and Ongoing Retention Support.
The costs of setting up an effective in-house service to address the above functions will start at around €25,000, whereas outsourcing can reduce these expenses by up to 50%.
Enhanced services
Several additional services play a critical role in increasing player loyalty, engagement and lifetime value. SOFTSWISS experts highlight the following: Initial Retention Setup, Player Reactivation and Content Management
The minimal costs for additional services stand around €7,500 and will only differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.
Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business.
“It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.
“In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”
