iGaming sales training for the people who actually speak to players.
Your VIP host gets one conversation with a player who is about to leave. Kollup lets them have it fifty times first — against an AI player who is bored, annoyed, chasing a withdrawal, or showing signs they should be playing less.
30-minute demo · we build one of your own player scenarios live on the call
- Set up in an afternoon
- Nothing to install
- 28+ languages
- No recordings kept
Live tip · Good — you dropped the offer. Give him a real timeline you can stand behind, not “as soon as possible”.
Retention is a CRM job — until it’s a phone call.
Campaigns handle the many. The phone handles the few who matter most: the VIP who has gone quiet, the player whose withdrawal went wrong, the one who should probably be playing less. Those conversations aren’t scripted, they don’t repeat, and they usually go to whoever is free. Kollup is where your hosts have them before they count.
A VIP who has had a bad month gives you a single conversation. There is no second attempt and no A/B test.
Brazilian players in Brazilian Portuguese, Nordic VIPs in Swedish. Your hosts rehearse in the language they’ll actually use.
Your traffic peaks at night and at weekends. So does the need for practice — and it doesn’t wait for a trainer to be free.
The two calls that decide whether a player stays.
You describe the player. Kollup becomes them — the silence, the sarcasm, the “I’ve had no luck for weeks”, the one-word answers before they hang up.
The player who’s going quiet
Deposits slowing, sessions shorter, a complaint that never got resolved. Your host has to work out what actually happened before offering anything — and sometimes the right move is to fix a problem rather than sell a bonus.
- “I’ve had no luck for weeks”
- “The bonus terms are a joke”
- “My withdrawal is still pending”
- “I’m playing somewhere else now”
- “Just close my account”
The player who already left
Lapsed, dormant, or gone after one bad experience. The hardest thirty seconds in the business: getting a straight answer about why they stopped, without sounding like a call centre reading a script.
- “I stopped for a reason”
- “How did you get my number?”
- “Your support never replied”
- “I lost too much last time”
- “Take me off your list”
The conversation nobody rehearses, and everybody is judged on.
Regulators expect operators to train customer-facing staff to recognise signs of harm, to interact with the player properly, and to be able to evidence that the training happened. Most teams cover it in a slide deck once a year — then ask a 23-year-old host to handle it live, on the phone, with a player who is angry and losing.
- Rehearse the markers, not the policy. Write a player who mentions chasing losses, borrowing, or playing through the night — and let your host practise noticing it mid-sentence, rather than recognising it in a quiz.
- Practise stopping. Sometimes the correct answer is to drop the offer entirely, talk about limits or a time-out, and escalate. That is a skill, it feels unnatural on a retention call, and it only becomes natural with repetition.
- Score what you actually care about. The focus-areas field tells Kollup what matters in that scenario — so a host who pushed a bonus at a player showing risk markers gets marked down for it, not rewarded.
- A written record of the practice. Every attempt produces a dated, scored report with the transcript attached — useful the day someone asks what training your hosts actually did.
Kollup is a training tool, not a responsible-gambling compliance system. It doesn’t monitor real players or replace your RG framework — it rehearses the human part, and shows you who is ready.
Responsible play — chasing losses
M. Sousa · attempt 2 of 4 · 7 min 05 s · Portuguese
He said “I need to win it back” and you moved on. That’s the moment to slow down and put limits on the table — the rest of the call was strong, but it was the wrong call to keep selling.
Three steps. That’s the whole product.
-
1
Write the player
A high-roller in São Paulo who stopped after a withdrawal went wrong. A Nordic VIP who has been drifting for a month. Set their mood, what they’ll complain about, the language they speak and the voice they speak with — then send the scenario to one host or the whole team.
Retention lead · 5 minutes -
2
The host runs the call
They hit Start call and a real voice picks up — one that stays in character, holds a grudge about the bonus terms, and hangs up if the host talks over them. No partner needed, no room booked. Prefer to type? Text mode scores the same way.
Host · until the player hangs up -
3
The report lands
Seconds after hanging up: an overall score, four sub-scores, what they did well and the one thing to change — quoting the player’s words and their own. Share the link into a one-to-one, or let the host read it and go again.
Automatic · instant
Your Brazilian book in Brazilian Portuguese. Your Nordic VIPs in Swedish.
iGaming teams are hired by market, and a host who is fluent still needs to sound local. Kollup runs practice calls, Live Assist and coaching reports in 28+ languages — and the report can come back in one language for the whole company, so a head of VIP in Malta can read the feedback from a call that happened in Japanese.
- Portuguese
- Spanish
- German
- Finnish
- Swedish
- Norwegian
- Danish
- Dutch
- Italian
- French
- Greek
- Turkish
- Polish
- Romanian
- Bulgarian
- Hungarian
- Czech
- Slovak
- Russian
- Ukrainian
- Hebrew
- Arabic
- Hindi
- Japanese
- Korean
- Chinese
- English
- …and more on request
A player in São Paulo doesn’t sound like one in Lisbon, and a VIP in Riyadh doesn’t sound like one in Cairo. The AI player’s voice is cast to the market you actually run — tell us your books and we set the voices up with you.
Live subtitles during voice practice. The fastest way to move a host onto a second market without waiting to hire someone new for it.
Feedback follows the call’s language, or stays in one language company-wide — so your VIP manager can score a call in a language they don’t speak.
From your knowledge base: weekend reload carries a 30x wagering requirement, forfeited on early withdrawal. Say it plainly, own that it wasn’t clear, and offer to walk him through where it’s written.
And when it’s a real player on the line.
Practice builds the habit. Live Assist is there for the call that matters — listening along and suggesting the next move while the conversation is still happening.
- Grounded in your own playbook — you build a knowledge base once: wagering requirements, withdrawal and KYC timelines, VIP tiers, which promotions are live, and the approved answer to every complaint your team hears weekly.
- Ask it mid-call — “what’s the wagering on the weekend reload?” is answered on screen, silently, from that same knowledge base.
- A report afterwards too — what the player objected to, how the call ended, talk ratio, interruptions.
- Kollup keeps no recordings. Audio is transcribed as it happens and discarded — only text is stored, inside your own account.
Seats and minutes. That’s the whole model.
Every plan has the whole product — voice, text, Live Assist, 28+ languages, unlimited scenarios, coaching reports. What changes is how many hosts are on it and how much practice each one gets. Same plans as the rest of Kollup.
How many hosts
One seat per person. Reassign a seat freely when someone moves team or leaves — you’re paying for the chair, not the name on it.
How much practice
A monthly pool of minutes shared across the team. A new host ramping up uses more; a senior VIP manager uses less. Need more before a big campaign? Email us and we add them to your invoice.
So let’s work out what your team actually needs
Tell us how many hosts you have, which markets they cover and how often you want them practising, and we’ll tell you what it costs — including if Kollup isn’t the right fit for you yet.
30 minutes · no slide deck · we build one of your own player scenarios live on the call
What operators ask on the demo
Our retention runs through CRM. Where does this fit?
Alongside it, not instead of it. Campaigns do the volume; Kollup is for the conversations a campaign can’t have — the VIP call, the reactivation attempt, the complaint that turned into a churn risk. If your team never picks up the phone, this isn’t for you. If ten people on your floor do, they’re the ones making your highest-value calls with the least practice.
Can hosts rehearse responsible-play conversations?
Yes, and it’s one of the main reasons operators try us. You write a player who mentions chasing losses, playing through the night or borrowing to deposit, and the host has to notice it and change the conversation — offering limits or a time-out, dropping the sell, escalating where your policy says to.
The scoring follows what you tell it to weight, so a host who pushes a bonus at a player showing risk markers is marked down rather than rewarded. Every attempt leaves a dated, scored report with the transcript attached. Kollup is a training tool, not an RG compliance system — it doesn’t monitor real players and it doesn’t replace your framework.
Which languages can our hosts practise in?
28+, including Portuguese, Spanish, German, Finnish, Swedish, Norwegian, Greek, Turkish, Polish, Romanian, Japanese and Hindi. The language is set per scenario, so the same team can rehearse a Brazilian VIP call and a Finnish reactivation call side by side.
Accent matters as much as language — a player in São Paulo doesn’t sound like one in Lisbon — so the AI player’s voice is cast to the market you run. Reports can come back in one language for the whole company, so a head of VIP can score a call in a language they don’t speak.
Can it use our own bonus terms and promotions?
Yes — that’s the company knowledge base. Wagering requirements, withdrawal and KYC timelines, VIP tiers, which promotions are running, and the approved answer to each complaint your team hears every week. Paste your terms page and Kollup drafts the first version for you to edit. Scenarios and Live Assist both draw on it, so the AI player argues about your actual bonus terms rather than a generic one.
How fast can a new host be call-ready?
They can run their first practice call the day their account is created. Most teams put a new host through the same scenario several times, watch the score move, and let them onto real VIPs when they stop reaching for a bonus every time a player complains — rather than when onboarding week happens to end.
What happens to our call recordings?
Kollup doesn’t keep recordings. Audio is transcribed as it’s spoken and discarded — we store only the text, inside your own company’s space, never visible to another customer. Every account is isolated at the database level, so one operator can never see another’s scenarios, calls or reports.
Do we have to install anything?
No. Kollup runs in the browser. A host clicks a link, allows the microphone once, and they’re on a practice call. There’s no deployment, no IT ticket and nothing to connect to your telephony to get started.
Do you work with operators outside Cyprus?
Yes. We’re based in Limassol, and most of the teams we speak to sit in Malta, Sofia, Bucharest, Tbilisi or Gibraltar. The product runs in the browser and onboarding happens on a call, so where your floor is makes no difference — we’ll come in person when it’s close enough to be worth it.
Bring us your worst call
Thirty minutes, no slide deck. Describe the player your team keeps losing — the VIP who went quiet, or the one who should be playing less — and we’ll build that scenario live and run the call on the spot. If it isn’t convincing, you’ll know inside five minutes.
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