Duty of care calls
as a service
Complete solution for gambling companies with a Swedish license
Protect and support at-risk players with our top rated Duty of Care Calls and stay compliant with the Swedish Duty of Care.
All communication, documentation and reporting is managed in a GDPR-compliant and encrypted end-to-end solution.
“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!”
What is a care call?
A Care 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.
Why Care Calls?
An important element of the Swedish Gambling Act is the requirement for a Duty of Care. The Duty of Care means that gambling companies with a licence to offer gambling on the Swedish market must protect their customers from excessive gambling and help them reduce their gambling when there is a reason to do so.
Carrying out Care Calls is essential for ensuring compliance with the Duty of Care. As your service provider, we will make sure that the correct indicators are investigated and, when needed, provide you with recommendations for further action.
Rest assured, our solution for Care Calls is consistent with the requirements in the Duty of Care.
How it works
Segmenting and identifying customers
Our staff works closely with the operator to decide on player segmentation, and what recommendations to offer them. Information about identified at-risk players is sent to Sustainable Interaction via a secured system.
Calling customers
Sustainable Interaction’s team of experienced Care Communicators will carry out the Care Call with the customer, summarise it and report back via the system.
Documenting and reporting
Depending on the outcome, Sustainable Interaction 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.
More than just a call
Top rated calls
Offer your customers the best possible experience with our experienced team of Care Communicators. Players consistently rate calls 4.2 of 5.
Save resources
No need to allocate and train internal resources for smaller groups of players and languages.
Customer integrity
To protect customer integrity, all data is encrypted and shared in a secured application.
No loose ends
Communication, documentation and reporting in a single end-to-end solution.
Access expert advice
Possibility to consult licensed psychologist specialised in problem gambling for those extra difficult cases.
Compliance made easy
Documentation of all measures allows for structured reporting to authorities
Backed up by research
Dr. Jakob Jonsson
Sustainable Interaction’s solution for Care 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 care 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.
contact
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