Proactive outreach calls targeting at-risk players
Protect and support at-risk players with proactive outreach calls. Forward players to our support line or train your own team.
✔ Gain insight into player wellbeing
✔ Meet player protection requirements
✔ Motivate players to sustainable gambling habits
Hear what our customers have to say
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"We’ve chosen to collaborate with Sustainable Interaction to ensure that the Care Calls are handled efficiently and with the right competence."
We’ve been working with proactive messaging (sent via our RG system Paf Radar) for a long time. To make sure we reach potential at-risk players and certain customer groups, we decided to supplement that with Duty of Care Calls. We’ve chosen to collaborate with Sustainable Interaction to ensure that the Care Calls are handled efficiently and with the right competence. We work closely together with their care communicator and psychologist, and reach them both easily and quickly via our communication channels. Fast and efficient way of working!
– Jenna Ekström, Responsible Gaming Manager at PAFs Responsible Gambling team
Proactive outreach calls
We currently offer three solutions for operators that want to start contacting those of their players that show signs of risky or harmful gambling.
1. Train your team to carry out proactive outreach calls
Train your customer facing staff in how to motivate players to make sustainable changes to their gambling habits.
Your team will learn to successfully call and communicate with at-risk players in live or live online expert-led training sessions.
2. Proactive outreach calls as a service
Utilise our team’s expertise by forwarding players that show signs of risky gambling behaviour to our support line.
As your service provider, we will make sure that the correct indicators are investigated and, when needed, provide you with recommendations for further action.
All communication, documentation and reporting is managed in a GDPR-compliant and encrypted end-to-end solution. This service is at present only offered to Swedish licensees.
3. Strategic and practical guidance
We offer comprehensive support to help you get started with proactive outreach calls. Depending on your needs and preferences, we can assist you with:
Player identification and segmentation
Process and work procedures
Recommendations and interventions
Conversation templates
Evaluation
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A proactive outreach call is a phone call directed to at-risk players.
It may be players who spend over a certain amount, have high deposit/loss limits or display other signs of at-risk gambling behaviour.
The aim of the call is to motivate players to a sustainable gambling behaviour.
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An important element of gambling regulations in many jurisdictions is the requirement for a Duty of Care.
The Duty of Care means that gambling companies must protect their customers from excessive gambling and help them reduce their gambling when there is a reason to do so.
Carrying out proactive outreach calls is essential for ensuring compliance with these requirements.
Train your own team to conduct proactive outreach calls
We offer live or live online training for customer-facing staff on conducting proactive outreach calls. Participants will learn how to communicate effectively with players who exhibit signs of risky gambling behaviour.
The training will provide participants with in-depth knowledge about problem gambling, teach conversational techniques, and guide them in applying these skills in both simulated and real-life situations.
The course is led by Jakob Jonsson, PhD, psychologist, and Responsible Gambling expert.
Course overview
Session 1 is of general character, whereas session 2 and 3 are adapted to suit your needs and wishes.
There is no requirement for previous experience or training in conversational techniques to attend the course.
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What is problem gambling and why do we gamble?
What Responsible Gambling tools are at our disposal, and what are their effects?
What is a proactive outreach call?
Who is the target audience?
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The basics of Motivational Interviewing (MI).
Deepening of proactive outreach calls
Preparatory role-play
In practice: reaching out to real customers.
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Follow-up on home assignments
Discussion of special cases
Measurement and follow-up on results
Learnings from research
Sustainable Gambling’s solution for proactive outreach calls is an evidence based method that will help you help your players to reduce excessive gambling – and maintain it in the long run.
As shown in Dr. Jakob Jonsson’s doctoral thesis, customers who receive a proactive outreach call will not only reduce their gambling – they will also stay on as customers and maintain their gambling at a healthier level even 12 months after receiving the call.
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Reaching out to big losers leads to sustained reductions in gambling over 1 year: a randomized controlled trial of brief motivational contact
Jakob Jonsson, David C. Hodgins, Ingrid Munck, Per Carlbring
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Reaching out to big losers: Exploring intervention effects using individualized follow-up.
Jonsson, J., Munck, I., Hodgins, D. C., & Carlbring, P. (2023)
Proactive outreach calls as a service
Complete solution for gambling companies with a Swedish license. Stay compliant and create long-term and sustainable customer relationships.
How it works
Segmenting and identifying customers
Our staff works closely with you to decide on player segmentation, and what recommendations to offer them. Information about identified at-risk players is sent to us via a secured system.
Documenting and reporting
Depending on the outcome, we will either include recommendations for proactive Responsible Gambling measures, or suggest suitable access limitations if signs of problem gambling are detected. The information is shared in the secured application and/or in set meetings.
Calling customers
Our team of experienced communicators will carry out the call with the customer, summarise it and report back via the system.
More than just a call
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Top rated calls
Offer your customers the best possible experience with our experienced team of communicators. Players consistently rate calls 4.2 of 5.
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Save resources
No need to allocate and train internal resources for smaller groups of players and languages.
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Compliance made easy
Documentation of all measures allows for structured reporting to authorities
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Access expert advice
Possibility to consult licensed psychologist specialised in problem gamblig for those extra diffcult cases.
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Customer integrity
To protect customer integrity, all data is encrypted and shared in a secured application.
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No loose ends
Communicaation, documentation and reporting in a single end-to-end solution.
WEBINAR
More than just a call: Proactive Care Calls
A proactive outreach call is a call directed at at-risk players, aiming to motivate them toward sustainable gambling behavior. Watch a webinar featuring Jakob Jonsson, a researcher and licensed psychologist, as he shares insights based on best practices and research.
Relevant articles
