Research & Product Development in Halifax, NS
Focal Research Consultants LimitedFocal Research Consultants LimitedFocal Research Consultants Limited
(Monday - Friday)
Halifax, NS, Canada, B3L 2C2

How Gambling Risk Detection Software Helps Improve Player Protection & Loyalty

The long-awaited UK Gambling Whitepaper arrived today, and along with other jurisdictions worldwide taking similar steps to protect its communities from gambling harms, it has reinforced the crucial need for player protection as well as measures that lead to a sustainable industry for both online and land-based operators. Here is Focal’s Jay Robinson on how gambling risk detection software and customer care training is critical to that goal.

Importance of Gambling Risk and Detection Systems for a Positive Customer Experience

Gambling risk and detection systems can really help the sustainable industry in many ways. Most importantly, it is not a good customer experience when people lose more money than they are willing to, or have an unpleasant gaming experience. This is not the experience they intended to have.

Sustainable Gambling: Customer Experience Matters

The ALeRT BETTOR Customer Care System encourages positive interactions with customers who are engaging in risky behaviors. This support can help them make decisions to play differently, leading to a more enjoyable gaming experience and reduced high-risk play.

Loyalty and Trust in Gambling

Although it is still a relatively new area of exploration in the gambling field, there is some nascent research suggesting that customers who understand that the operator providing gambling services has their best interests at heart are more likely to be loyal. However, the relationship between this understanding and customer loyalty has not yet been entirely proven.

Sustainable Play - A Goal for Everyone

It is common sense that people who play recreationally, enjoy the gaming experience, and play safely are more likely to become sustainable customers. However, the field has been challenged to understand that sustainable play should be a goal for everyone, including operators, prevention, and treatment organizations.

Learn more about Focal Research's Safer Gambling Solutions

ALeRT is a data-driven real-world solution to help prevent gambling risk and harm.

The system integrates corporate social responsibility best practices and technologies across a modern enterprise, helping move operators into an active prevention role. It does this by identifying at-risk players, supporting effective customer interactions, and evaluating the impact of such interactions in reducing customer risk and harm.

The ALeRT BETTOR Customer Care Training program is intended as an ancillary resource for gambling operators to use in addition to their own policies, practices and staff training.  

This training program provides service staff with additional information and skill sets for undertaking effective customer interactions as part of normal customer care. This in turn helps gamblers make better decisions, making gambling safer for all those choosing to gamble.

Our Healthy Bottom Line brochures are helpful guides that provide insight into gambling risk, and harm and provide professional encouragement to safeguard your patrons from risky play patterns that may develop into long-term issues.

With six different brochures, each brochure is customized and branded for each operator to provide information that is relevant and meaningful to their customers. Materials are available in both print and digital formats.

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