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Readers Choice Awards
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Best Poker Customer Service: William Hill
Colin Cole-Johnson, Gaming Director, William Hill
What sets William Hill apart from the competition?
We have formed many close relationships with the majority of our players and this obviously helps to drive innovation and allows us to deliver the promotions and services that they really want – the return of our real money cash tables this year being just one very good example
What has been the company’s biggest breakthrough in 2009?
Purely in terms of poker, we joined the iPoker network last year and completing this move successfully was a big challenge for everyone. Of course, the key to this was the retention of our existing loyal customers and our dedicated customer service teams played a key part in facilitating this.
What has been the biggest hurdle you’ve had to overcome?
Generally speaking, just the expansion of our customer service operation to cater for the needs of a growing number of users. We used to have a single centre servicing all of our players, but since the formation of William Hill Online at the beginning of the year, we now have customer service operations working 24/7 across three locations – winning this award is recognition that it must be working
As much as you can disclose, what milestones are you striving for in 2010?
Fundamentally, we just want to ensure the ongoing improvement of our offering and customer service operations, but we are also seeking to host more land based events. We will also be significantly revamping our software and looking to take on a more diverse international approach over the coming year.
What is it about William Hill’s customer service team that you think made them such a popular choice in this category?
Simply dedication and the ability to listen to customers’ problems on a personal level. We offer players what they want, which is a fast and professional response through all channels – chat, email or phone – 24/7, and ensure that we pay attention to the needs of each individual player.
Best Odds: William Hill
Fresh from picking up top honours in the Poker Customer Service category, William Hill cap an impressive year-that-was with a second appearance in these hallowed pages – this time for their industry-leading betting odds.
William Hill have long since established themselves a dedicated following of gambling aficionados and recreational punters alike, and with the site continually offering best-price odds across a wide range of sports, it’s not hard to see why.
Take for instance this year’s football World Cup in South Africa. William Hill are currently offering market-leading odds on a host of big hitters, including favourites and Euro 2008 champions Spain at 9/2, hugely popular Brazil at 11/2 and the Netherlands at 14/1.
Outside of football, William Hill’s expansive knowledge of the various sporting markets enables them to offer strong prices on golf, cricket, rugby and tennis as well as all manner of US-facing sports and their continued dedication to offering competitive odds across the board deservedly earned them a second award this year.
Of course, offering the best odds in the business means nothing at all unless you have the brand reputation to back it up, and thankfully as one of the largest and most respected bookmakers in the UK, that’s another box that William Hill ticks off in style.
Not content to let their reputation be confined to these shores, however, this year William Hill intend to further branch out into the European betting market and bring the same great odds, first-class customer service and proud history to an all new audience. Certainly, if they continue 2010 in a similar vein to the previous twelve months, it could be another exceptional year for the British bookmaking giants.
Now… what price on William Hill coming back to win a Gambling Readers’ Choice Awards treble next time round?
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