As part of Responsible Gambling Week, our Real-Time Risk team are busting myths as they explain their roles within the business and with our customers…
Who are Real-Time Risk? We are the team who speak to customers who may be at potential risk of losing control of their gambling, or who already have and need support. We operate 24/7, 365 days a year and are passionate about educating customers and empowering them to take control. Our focus is to have a meaningful interaction with customers to gain assurance that they are still enjoying our products and not putting themselves at risk. Our Risk Execs will encourage customers to think about their activity, whether this is sustainable for them, and educate on the tools SB&G have available and sources of further support.
How do we identify a customer who is at potential risk? In addition to valuable referrals are made by our colleagues in Customer Experience, we also have monitors that flag accounts of concern based on customers displaying certain potential markers of harm such as increases in activity or changes in behaviour. Accounts are assessed by the Real-Time Risk Team, and decisions made whether to interact with the customer via an SMS, an email, give them a call, or take no action.
More often than not customers are comfortable with their activity and appreciate the check in, but there are some customers where our interaction encourages them to face a current or potentially unhealthy relationship with gambling and take appropriate action. It is both a challenging and rewarding role, and is part of our DNA all year round – not just for Responsible Gambling Week.
