Session Title
Session 3-4-B: Implementing Responsible Gambling
Presentation Type
Paper Presentation
Location
Park MGM, Las Vegas, NV
Start Date
25-5-2023 3:30 PM
End Date
25-5-2023 5:00 PM
Abstract
Abstract:
Staff training and customer interactions are at the heart of first-rate customer service and strong responsible gambling training contributes much more to player health than merely meeting compliance requirements. Interactions between customers and trained staff can promote healthy and informed choices about gambling, as well as provide opportunities to know more about customers and any assistance or referral needs they may have. At this time in history, the need to identify and respond to high-risk play in a demonstrably impactful way is critical, as both employees and customers face new realities in finances, relationships, entertainment, and even mental health and addiction services related to the pandemic.
This session discusses when, how and why you should interact with customers using Focal Research’s ALeRT™ Bettor Customer Care training program and focuses on stage appropriate and titrated interactions, combining evidence-based research and best practice with strong outcomes. The program is used in conjunction with the ALeRT BETTOR Protection System, a proven evidence-based solution that uses sophisticated algorithms and data analytics to identify, assist and “alert” staff to the presence of “players of interest,” which are those who are showing at-risk play patterns and may experience gambling harms either now or in the future.
Implications:
Staff, customers and the public are still reeling from the pandemic and its consequences at a time when gambling has exploded globally. The ALeRT program has been tested and validated in several jurisdictions – with more than 50,000 safer gambling customer interactions. Rigorous evaluation demonstrates outcomes indicating safer play for customers.
Keywords
Customer interactions, customer service, staff training, RG training, safer gambling, player protection
Funding Sources
None
Competing Interests
None
Beyond Compliance: Responsible Gambling Interactions in a Post-Covid World
Park MGM, Las Vegas, NV
Abstract:
Staff training and customer interactions are at the heart of first-rate customer service and strong responsible gambling training contributes much more to player health than merely meeting compliance requirements. Interactions between customers and trained staff can promote healthy and informed choices about gambling, as well as provide opportunities to know more about customers and any assistance or referral needs they may have. At this time in history, the need to identify and respond to high-risk play in a demonstrably impactful way is critical, as both employees and customers face new realities in finances, relationships, entertainment, and even mental health and addiction services related to the pandemic.
This session discusses when, how and why you should interact with customers using Focal Research’s ALeRT™ Bettor Customer Care training program and focuses on stage appropriate and titrated interactions, combining evidence-based research and best practice with strong outcomes. The program is used in conjunction with the ALeRT BETTOR Protection System, a proven evidence-based solution that uses sophisticated algorithms and data analytics to identify, assist and “alert” staff to the presence of “players of interest,” which are those who are showing at-risk play patterns and may experience gambling harms either now or in the future.
Implications:
Staff, customers and the public are still reeling from the pandemic and its consequences at a time when gambling has exploded globally. The ALeRT program has been tested and validated in several jurisdictions – with more than 50,000 safer gambling customer interactions. Rigorous evaluation demonstrates outcomes indicating safer play for customers.