About the role
As a Retention Call Agent in the iGaming industry, you will be responsible for proactively engaging with players to increase loyalty, prevent churn, and maximize customer lifetime value. You will act as a key point of contact, delivering a personalized experience and promoting relevant offers aligned with player behavior.
Key Responsibilities
Contact players via phone and other channels to increase retention and reactivation rates Build strong relationships with customers, understanding their needs and preferences Identify churn risks and implement proactive retention strategies Promote campaigns, bonuses, and new features tailored to each player profile Handle customer concerns and provide high-quality service Collaborate with CRM and marketing teams to optimize engagement strategies Maintain accurate records of interactions in internal systems Meet and exceed KPIs such as retention rate, call quality, and revenue targets
Requirements
Previous experi...