Most online casinos and sportsbooks outsource at least part of player support. The shortlist usually comes down to a handful of outsourcing companies (BPOs) that staff multilingual chat and email desks around the clock. This guide ranks the ones operators ask about most, explains what an iGaming BPO actually does, and covers what to check before you sign.
What an iGaming BPO does
A BPO (business process outsourcing company) supplies trained agents, team leads and quality staff who answer your players in your brand's name. In iGaming that usually means:
Live chat and email for deposits, withdrawals, bonuses and account questions, 24/7.
KYC and verification queues, chasing documents and handing cases to your compliance team.
Responsible gaming escalation, spotting at-risk players and routing them by your policy.
Retention and VIP calls, reactivating lapsed players and looking after high-value accounts.
Back office, such as payment checks, bonus abuse reviews and ticket tagging.
The difference from generic contact-centre work is regulation. A slow answer on a shoe order costs a sale. A wrong answer on a withdrawal, a self-exclusion or a bonus term in a regulated market can cost a licence.
How we ranked them
iGaming focus: how much of the business is casino and sportsbook support.
Compliance: KYC, AML and responsible gaming handling in regulated markets.
Coverage: languages, hours and channels (chat, email, phone, social).
Flexibility: how fast the desk scales for matchdays, launches and new markets.
Specialists that only serve gambling brands rank above large generalists, because their agents already know wagering requirements, payment methods and regulator rules on day one.
The ranking
1. Enteractive
An iGaming-only outsourcer that started in player reactivation and grew into full player support. It runs email, live chat and social media support 24/7 for casino and sportsbook brands such as Jetbull. Best for operators that want one partner for both support and win-back campaigns.
2. Workanova
A multilingual iGaming support desk covering live chat, email, tickets, product support, retention and inbound and outbound calls. The NuxGame platform has integrated Workanova's B2C support for its operators, which makes it an easy add-on for brands launching on that platform.
3. SourceCodeLab
Offers 24/7 player support for online casinos, sportsbooks, betting platforms and game aggregators. Its agents also cover platform and payment questions, so it suits operators and B2B suppliers that need technical as well as player-facing support.
4. Afrishore BPO
Provides offshore iGaming player support and back office from Johannesburg and Cape Town in South Africa, with responsible gambling training for its agents. South Africa offers English-speaking agents in a time zone close to Europe at a lower cost than onshore desks.
5. TaskUs
A large general BPO with a dedicated gaming practice spanning player support, content moderation and trust and safety. Fits bigger operators that want one vendor across support, moderation and back office, and have the volume to justify a large account.
6. Teleperformance (TP)
The largest BPO in the world, with huge language and site coverage. iGaming is a small part of its business, so expect to train agents on gambling-specific processes yourself. Best for enterprise operators that already buy from TP in other areas.
7. Conectys
A multilingual CX outsourcer with a gaming practice and strong European language coverage. A good fit for operators expanding into several European markets that need native-speaking agents rather than translated scripts.
8. Raphie (Conduet)
Raphie, founded as Conduet in 2019, is a player support BPO that provides human contact-centre agents for sportsbooks and casinos.
9. Helpware
A general BPO with a gaming support line, mostly used for chat and email desks. Suits smaller brands that want a flexible team without long commitments.
10. Peak Support
Founded in 2015, Peak Support builds dedicated outsourced teams from about 2,000 remote staff across the Philippines, the US, Colombia, Eastern Europe and India. Its gaming work includes player support and trust and safety, for example email support for ARB Gaming's players with live chat kept for VIPs.
Quick comparison
| |||
|---|---|---|---|
BPO | Type | iGaming focus | Channels |
Enteractive | iGaming BPO | High | Chat, email, social |
Workanova | iGaming BPO | High | Chat, email, tickets, phone |
SourceCodeLab | iGaming BPO | High | Chat, email |
Afrishore BPO | iGaming BPO | High | Chat, email, back office |
TaskUs | General BPO | Medium | All |
Teleperformance | General BPO | Low | All |
Conectys | General BPO | Medium | All |
Raphie (Conduet) | iGaming BPO | High | Chat, email |
Helpware | General BPO | Low | Chat, email |
Peak Support | General BPO | Low | Chat, email |
What an iGaming BPO costs
Most BPOs price per agent per month (full-time equivalent), and some price per ticket or per hour. The location of the desk drives most of the price: a customer service agent in Malta earns about €26,400 a year according to Glassdoor data from August 2026, while offshore desks in South Africa or the Philippines cost less. Premium languages such as Finnish or Norwegian cost more wherever the desk sits.
Watch for the hidden costs too: minimum headcount, training weeks you pay for before go-live, and the extra agents you keep on payroll for the busiest matchday of the month.
Before you pick a BPO
Ask each shortlisted BPO:
References from operators licensed in your jurisdictions.
Responsible gaming: how agents spot and escalate an at-risk player mid-chat, and how that's logged for the regulator.
KYC and payments: which checks agents can do, and which stay with your team.
Scaling: how fast they add agents before a big tournament or a market launch.
Quality: what share of conversations they review, and whether you see the scores.
Pricing: per agent versus per ticket, minimum terms and notice periods.
BPO, AI or both
Most operators now use both. AI resolves the routine tickets, such as deposit status, bonus terms and verification steps, and the BPO desk handles escalations, complex disputes and VIP calls. That keeps the human team small and focused, and stops headcount from rising every time volume does.
Cevro is the AI customer support and VIP platform for regulated iGaming. Its agents resolve 80% of player tickets end to end in 120+ languages with 4.8 CSAT, and it's live on 200+ brands. Its AI VIP hosts give every player their own account manager, which cuts churn and raises LTV.
See how Cevro works alongside your BPO
FAQ
What is an iGaming BPO? An outsourcing company that runs player support (chat, email, phone) for online casinos and sportsbooks, usually 24/7 and in several languages.
How much does iGaming customer support outsourcing cost? Most BPOs charge per agent per month. Price depends mainly on where the desk is and which languages you need; offshore desks cost less than desks in Malta or elsewhere in Europe.
What should an iGaming BPO handle? Player chat and email, KYC follow-up, responsible gaming escalation, retention calls and back-office checks. Final compliance decisions should stay with the operator.
Should I use a BPO or AI? Most operators now use both: AI resolves the routine tickets and the BPO desk handles escalations and VIP calls.
