Sustainable Gambling to deliver training to Coolbet’s customer service team

Sustainable Gambling (affiliate of Sustainable Interaction) has signed an agreement with Estonian gambling operator Coolbet to provide Proactive Care Calls and Motivational Interviewing (MI) training to Coolbet’s customer service representatives. The training will be held by PhD Henrik Josephson and PhD Jakob Jonsson, both resident licensed psychologists and responsible gambling experts with Sustainable Interaction.

“As seen in studies, using Proactive Care Calls as an RG measure can help high risk players reduce their gambling by 30% - a change that appears to last over at least a twelve month period. This benefits both player and operator: the potential harm from overspending is reduced for the player, and the operator will in turn see a reduced churn rate when customers are able to sustain sound gambling habits.”, says PhD Jakob Jonsson, licensed psychologist and RG expert at Sustainable Interaction.  

Proactive Care Calls is an RG measure where high risk players are contacted directly via telephone. The purpose is to investigate whether the player is happy with their current gambling habits, if they want help to make any changes, and to motivate them to make sound choices about their gambling. You can read more about our training in Proactive Care Calls here.

Motivational Interviewing, or MI for short, is a well known and commonly used method for increasing a client’s motivation. MI is an excellent and helpful tool for customer service representatives when talking to customers as it can help limit the risk of conflict, while keeping the customer comfortable discussing their gambling habits.