Svenska Spel launches phone-calling initiative for problem gamblers
“Proactive Calls” service will target 150 players to discuss risk behaviours and investigate their
Swedish monopoly operator Svenska Spel has launched a new initiative to investigate the needs of its most at-risk players.
The “Proactive Calls” service will see 150 casino and sportsbook customers phoned by the operator to discuss their customer needs and how they should be treated going forward.
The service will target players that have experienced big losses, those that have been flagged up as displaying risk behaviours and men aged 18-25 who have also displayed risky habits.
In preparation, Svenska Spel customer services employees have undergone specific training in motivational communication.
In its initial findings, the operator said approximately half of the contacted customers have answered the call and a majority had reacted positively.
Responsible gambling is viewed as a key part of incoming regulation in Sweden, with local councils also required to provide support to problem gamblers under a recent amendment passed by Swedish parliament.