Brazil Sets New Standard for Customer Ombudsman in Betting Platforms

Brazil, August 12, 2025 – www.zonadeazar.com – With online betting regulation now consolidated, platforms operating in Brazil must comply with new requirements for transparency, governance, and customer service quality. A major change is the requirement to maintain an independent ombudsman and efficient support channels, as established by Ordinance 827/2024 from the Prizes and Betting Secretariat.

JobHome Launches Specialized iGaming Service Center

JobHome, a remote service specialist, has launched a dedicated call center for the iGaming sector, operating 24/7 with compliance-trained agents and an autonomous ombudsman.
The team produces auditable reports and ensures formal handling of player feedback.

Multichannel Service and Regulatory Compliance

The model includes multichannel SAC, specialized ombudsman, periodic reports, and a toll-free 0800 line, all in compliance with regulations.
According to William Bonalume (Bet.Bet Soluções Tecnológicas S.A.), “Meeting regulatory requirements is no longer a differential—it’s a must. Players seek a smooth experience, especially during sensitive moments like withdrawals.”

Results and Applied Technology

JobHome reports:

  • Average response time: -35%

  • First-contact resolution: 92%

  • NPS increase: +40%
    The operation uses AI sentiment monitoring, automated listening, and chatbots for initial triage.

BPO Growth in the Betting Sector

For 2025, JobHome plans to expand its service center, invest in automation, and form partnerships with sector technology platforms. Customer service BPO is emerging as a key solution to scale operations and ensure full compliance.

🔗 Edited by: @_fonta – www.zonadeazar.com

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