Building a Qualified Team of Online Casino Employees: Advice from Rosloto

The most important and valuable resource of any gambling project is not functional software or digital solutions, but people. The success and profitability of the entertainment platform depend on the professionalism of the staff.

Rosloto describes the specifics of recruiting employees. The article explains the main aspects of finding workers, motivating them, and forming a full-fledged squad of like-minded people.

Benefits of a Strong Team

There are 2 main approaches to building a crew. The first is to outsource project management and maintenance tasks to other companies. The second is to invest in developing an in-house staff. This method is optimal for iGaming startups focused on long-term work.

Let us consider the key benefits of building your team of qualified employees:

Saving Money

It is more profitable for an operator to train specialists and get a professional squad that shares the company’s values than to pay for outsourcing services or hire new employees regularly.

The selection process is directly related to constant investment in finding personnel and improving their qualifications. Additionally, there are risks that even a carefully picked specialist will be unsuitable for performing tasks. It is one of the main reasons why experienced employees who form the core of a full-fledged team have great value in the iGaming vertical.

In the gambling industry, the concept of ROR (return on relationships) is often used. The metric shows the percentage of profit received by a project from investing in personnel.

Positive Reputation

The image of an entertainment platform depends on several factors. One of the main ones is the presence of a qualified team capable of solving complex issues.

The main signs of a successful online casino are:

• team development;
• increase in staff numbers;
• hiring experienced specialists.

Software suppliers, game providers, and affiliates are willing to cooperate with a growing company. For a good reputation, it is important to comply with ESG standards by investing in staff development, creating safe workplaces, promoting inclusiveness, and meeting gender equality requirements.

Business Prospects

Having built a strong team of professionals, the operator will be able to delegate all tasks to it, including:

• management of the online platform;
• direct communication with the client base;
• interaction with software and service suppliers;
• search for new partners and conclusion of deals;
• creation and implementation of marketing programs, etc.

A good crew allows the owner to concentrate on solving strategic tasks, such as finding new markets and scaling up activities.

When to Expand Your Team: Key Signs

The development of a gaming company stimulates staff expansion processes. It is directly related to the increase in the volume of work.

There are 2 areas of evolution:

1. Horizontal growth. This part involves operating in new markets or introducing another type of activity (e.g. an online casino opens a division for accepting sports bets). The novel department requires specialists with relevant experience.
2. Vertical growth. It is envisaged to expand the entertainment catalogue and introduce new gambling products. For instance, in addition to regular slot machines, Bitcoin casino options are added. In this case, workers with extensive expertise in blockchain projects are needed.

If an entrepreneur notices that employees do not have time to complete all tasks, it is an obvious sign of the need to increase the number of personnel. The company changes and grows faster than the team.

An important organisational factor is the ability to delegate responsibilities and correctly distribute tasks among people. Someone is engaged in planning and determining the development vector, and others are addressing specific issues of the online casino.

It is essential to understand that company growth does not always lead to an increase in the team. Sometimes the existing staff is enough.

You can avoid expansion and costs by:

• optimising internal processes;
• using innovative technologies;
• implementing automation systems.

This approach will generate some resources and develop new skills in employees.

Online Casino Team: Key Departments

The gambling project staff consists of several main divisions:

Legal Branch

Niche businesses face various challenges. To conduct lawful activities and avoid penalties, it is important to be well-versed in the regulations.

The legal department is responsible for the following tasks:

• online casino licensing;
• compliance with the law;
• monitoring changes in the framework;
• concluding contracts and transactions;
• issuing certificates, etc.

Without a qualified crew, the risks of violations and failure to adhere to the requirements of the authorities increase significantly, which will lead to large-scale penalties.

Finance Department

The branch’s responsibilities include:

• tracking receipts and expenses;
• executing payment transactions;
• examining the company’s revenue flows, etc.

The division employs a variety of specialists, from accountants to analysts. They must have a high level of expertise in the financial sector, an understanding of the local tax system, and skills in cooperation with payment systems.

Account Management

It is a team of people who handle the following duties:

• interaction with game providers;
• timely updating of software, both gaming and related;
• monitoring the market and searching for new entertainment products.

Technical Support

These specialists are responsible for the proper round-the-clock platform operation and the prevention of malfunctions. Gamblers have high expectations for the quality of services provided by the company. Any troubles provoke an outflow of customers.

Users will not return to the website if they encounter problems such as:

• inability to log in;
• delay in financial transactions (account replenishment or prize withdrawal);
• failures in gaming products, etc.

Operators usually do not create software themselves, but buy it from third-party developers. Many suppliers offer 24/7 service for their products. In this case, you can refuse your technical department.

Customer Support

Casino enthusiasts may have various questions related to making a deposit, starting games, and using bonuses. They want to quickly receive answers and communicate with a live person, not a chatbot.

It is necessary to pay attention not only to the qualifications of the staff but also to their psychological qualities. The employee must be stress-resistant and able to solve user issues calmly. This approach will increase loyalty and help improve the retention rate.

Compliance specialists are responsible for the transparency of the operation. They directly interact with documentation, private data, and payment information, as well as monitor whether the company’s work adheres to the KYC and AML principles.

In addition to employees who resolve basic requests from gamblers, several highly qualified ones focused on emergency and conflict situations are required. If the enterprise operates in the international market, the team should include specialists who speak different languages.

Marketing Department

No online project can attract and retain customers without effective advertising activities. It is necessary to create a clear promotion strategy that describes all the features of the project. The program must be crafted before the launch of the platform. If required, changes and additions are made to the document along the way.

A variety of tools will ensure the effectiveness of popularisation:

• SEO;
• attracting affiliates;
• e-mail marketing;
• SMM, etc.

The department’s list of responsibilities includes developing a bonus program. Specialists conduct analytical research, and the collected information helps to increase user retention. The profitability of the project directly depends on this indicator.

Development Division

Only those platforms that constantly work on improving the quality of service and evolving game offers can succeed. Even the slightest stagnation will lead to a loss of users and a decrease in profits.

The development department employs experienced analysts who monitor the market, competitors, new products, and audience requests. Based on the data obtained, growth strategies are shaped.

Importance of C-Management

This category includes directors, chairmen of the board, and similar specialists. The structure and gradation levels directly depend on the business scale. These people are usually called C-managers (C stands for "Chief").

Their responsibilities include:

• creation and implementation of company policy and monitoring its compliance;
• direct interaction with regulatory authorities and bodies;
• statements in the media and speeches at specialised events on behalf of the brand;
• organisation of partnerships;
• study of the market, competitors, etc.

Experience, level of qualification, and absence of criminal records of key company representatives are necessarily checked in many jurisdictions. Gambling commissions that issue licences require managers to provide documentary evidence of compliance with standards. Regulators in the UK and Gibraltar have gone even further: face-to-face interviews are held with the heads of projects.

Features of Remote Employees

Distant positions have become especially popular during the coronavirus pandemic. After the lifting of quarantine restrictions, many employees continue to perform duties from home thanks to the convenience and cost savings on workspace maintenance.

Various studies show that the iGaming vertical has the largest number of remote staff. The overwhelming majority of transactions on gambling platforms are carried out online.

The departments responsible for the following tasks can operate distantly:

• technical support;
• communication with visitors;
• collaboration with partners;
• acceptance of bets and payment of prizes, etc.

Search and Recruitment of Personnel

To evolve a business, entrepreneurs need to work on the quality of the team constantly.

There are several ways to find specialists:

1. In-house HR department. It employs managers whose tasks are to look for, hire, and train employees.
2. Outsourcing companies. An aspiring studio does not always have the resources to create and support a separate HR division. An excellent option is to seek help from external organisations.
3. Onboarding procedure. It is a list of actions (including a probationary period and adaptation) aimed at involving a new person in online casino processes. The program can take up to 12 months, depending on the specifics of internal rules and corporate culture.

Importance of Effective Hiring

A gambling company should strive for rational selection of personnel, prevention of staff turnover, and an increase in employee retention rate. No enterprise benefits from wasting time and resources on recruiting workers who will leave the position immediately after the end of the probationary period.

Any team member needs time to study the requirements and internal regulations of the company, get to know colleagues, etc.

The following aspects help in the adaptation of a new specialist:

• a detailed description of duties;
• control over the setting of tech specifications;
• regular communication;
• feedback at all stages;
• a mentor providing support.

Employee Motivation

The following indicators can determine the quality and level of enterprise staffing:

• total number of specialists;
• cost of hiring and training a team member;
• time to search and recruit;
• adaptation period;
• personnel turnover/maintenance, etc.

Specialised KPIs help estimate the effectiveness of the team:

• return on investment;
• customer lifetime value;
• conversion rate;
• profit size, etc.

The choice of specific indicators directly depends on the responsibilities assigned to a particular employee.

One of the factors in forming a successful squad is motivation. It can be material or not. The first method is a bonus system. It provides for the payment of additional sums for achieving the agreed results. Meanwhile, non-material motivation involves training, relocation assistance, corporate awards, and much more.

Thanks to extra incentives, workers perform tasks more efficiently, offer new ideas, etc.

The Main Things About Building a Qualified Casino Team

The ultimate success and profitability of a gambling platform directly depend on the staff’s level of professionalism.

Key notions from the article:

• Creating a strong crew brings obvious advantages to iGaming businesses. The costs of searching for and hiring specialists are significantly reduced. The establishment has people focused on long-term work.
• The casino platform maintenance requires diverse experts. The pool covers C-executives, managers, and different divisions. To find and onboard personnel, it is necessary to create an HR department.
• Tracking employee performance is carried out using KPIs. They determine the return on investment, gaming profit, lifetime value of customers, etc. The choice of metrics depends on the tasks assigned to the specialist.

Feel free to contact our managers for assistance in creating a successful gambling project that will bring you stable revenue.

We also offer:

• licensing help;
• development of a turnkey casino business;
• connection of games from well-known providers;
• integration of payment systems;
• marketing promotion, and much more.