Hollywoodbets Customer Service

What is the purpose of this SOP?

• To carry out the operations of the Customer Service Department correctly

• To maintain consistency across the Customer Service Consultants

• To deliver a service to customers in line with the Vision, Values and Culture of Hollywoodbets

• All of the above

What is the responsibility of the Hollywoodbets Customer Service department?

• To deliver a service to its customers

• To act as a brand ambassador on behalf of Hollywoodbets

• To abide by the SOP for a standard approach to reaching a first call resolution

• All of the above

What is the contact number for external customers?

• 087 353 7634

• 87200

• [e-mail]

• None of the above

What is the purpose of attending team huddles with the Supervisor?

• To receive information and motivation

• To receive logins for the respective systems

• To discuss customer queries

• None of the above

Which systems should be logged onto during a shift?

• Call Flow Process

• Chat/Email/Social Flow Process

• Tools & Sites

• All of the above

Where can you find all things Hollywoodbets such as T&C's, Product, Branch addresses, Promotions, and Betting/Sport Knowledge?

• Blog

• TabolineTab

• FlashscoreSofascore

• None of the above

Where can you find information about Horse Racing events?

• Blog

• TabolineTab

• FlashscoreSofascore

• None of the above

Where can you find information about Soccer, cricket, rugby, tennis, Basketball, Golf, and other sports?

• Blog

• TabolineTab

• FlashscoreSofascore

• None of the above

What should be done before escalating queries/tickets to the relevant department?

• Double check the queries/tickets

• Submit the queries/tickets as open to the respective department

• Follow the escalation process

• All of the above

What should be done with queries escalated via the ticketing method on Zendesk?

• Escalate via the macros method

• Submit as open to the respective department

• Refer to the escalations process

• None of the above