Helsinki Desk
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How it works

Helsinki Desk works inside your existing support operation.

The aim is simple. Your player keeps using the same channels, your specialist teams keep their decision-making role, and Helsinki Desk takes care of the Finnish queue between them.

From first conversation to live support.

01

Define the scope

We review channels, service hours, contact types, expected volume and decision boundaries.

02

Set up the workflow

Access, routing, knowledge sources, permissions and escalation paths are agreed.

03

Train the team

Product, bonus rules, payment flows, KYC guidance, responsible gambling procedures, escalation triggers and tone of voice.

04

Go live

The Finnish queue launches. We review quality, reporting and any process changes with real operating data.

Day-to-day ownership

We manage the Finnish support work. You keep control of the operator decisions.

Helsinki Desk managesRecruitment, onboarding, scheduling, day-to-day team management, queue performance, quality reviews and reporting.
Your team controlsProduct rules, permissions, specialist decisions, internal policies, promotions and escalation authority.
Access and data handling

Keep access limited to what the support role needs.

The safest operating model is to work inside the operator's existing support systems and avoid unnecessary copies of player data outside them.

Security controls are agreed before client access is granted. The operator can require stricter device, VPN, VDI or other controls as part of the service setup.

Individual accounts and MFAIndividual accounts are used wherever the client system supports them. Multi-factor authentication is enabled where available, and shared credentials are avoided.
Least-privilege accessAgents receive only the permissions required for the agreed support scope. Specialist and decision-making permissions stay with the operator.
No unnecessary local storagePlayer information and KYC material should remain in the client's systems. Local downloads are avoided unless the agreed process specifically requires them.
Device requirementsClient work is carried out only on devices that meet the agreed security requirements. These can include current software, full-disk encryption, screen locking, VPN, VDI or managed-device requirements.
Confidentiality and offboardingAgents work under confidentiality obligations. Access is documented and removed promptly when a person no longer needs it.
Client-specific requirementsSecurity, data-handling and access requirements are agreed before go-live and reflected in the onboarding process.
Service quality

Agree the measures before launch.

We do not publish performance numbers before we have the operating data to support them. The service level is defined with the operator and measured against that agreement.

Response timeHow quickly the player receives a useful first reply.
ResolutionHow efficiently cases are solved or routed correctly.
Quality reviewConversation quality against the agreed standard.
Escalation rateVisibility into cases that need specialist intervention.
Four-week pilot

A small scope, agreed before it starts.

The pilot is designed to produce real operating data without forcing the operator into a broad rollout on day one.

BEFORE LAUNCH

Agree the setup

Choose the first channel and service hours, set permissions, confirm escalation paths and train the team on the operator's processes.

WEEKS 1 TO 4

Run the Finnish queue

Helsinki Desk handles the agreed player contacts and records the case mix, escalations and operational issues that appear in real use.

WEEKLY

Weekly review

A weekly report covers volume, recurring issues, quality observations, escalations and anything that needs clarification from the operator.

END OF PILOT

Decide the next scope

Review the results together and decide whether to stop, continue or expand channels, hours and capacity.

Show us how your support works today.

We can map the Finnish queue around your current systems and specialist teams.

Talk to us