Train your team to conduct proactive outreach calls
We offer live, live-online, or on-demand training for customer-facing staff on conducting proactive outreach calls. Participants will learn how to communicate effectively with players showing signs of risky gambling behaviour.
The training will provide participants with in-depth knowledge about problem gambling, teach conversational techniques, and guide them in applying these skills in both simulated and real-life situations.
Gain the opportunity to ask questions and work with your own cases. We offer live or live-online training in proactive outreach, led by our experienced experts.
No prior experience or training in conversational techniques is required to attend.
Live training sessions for customer-facing staff
Course outline
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This session covers general foundations
What is problem gambling and why do we gamble?
What Responsible Gambling tools are at our disposal, and what are their effects?
What is a proactive outreach call?
Who is the target audience?
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This session can be tailored to your needs and preferences.
The basics of Motivational Interviewing (MI).
Deepening of proactive outreach calls
Preparatory role-play
In practice: reaching out to real customers.
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This session can be tailored to your needs and preferences.
Follow-up on home assignments
Discussion of special cases
Measurement and follow-up on results
An expert-led online course designed for customer-facing roles to build essential skills in proactive outreach, including techniques for effective outreach calls.
In just 20 minutes, participants will learn:
✔️ Basics of problem gambling and gambling-related harms
✔️ The role of proactive outreach in prevention
✔️ Fundamentals of Motivational Interviewing
✔️ What research says about proactive outreach
✔️ What to expect when making a call
✔️ Practical scenario: Making your first proactive outreach call
On-demand Proactive Outreach training for customer-facing staff
Benefits
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Learn on any device
It doesn’t matter whether you’re using a computer, a tablet or a smartphone, our online trainings can be accessed from any device.
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Track individual progress
Our administration system is included in all of our trainings. It gives you full insight into who has completed the training as well as the opportunity to extract reports, evaluation data and statistics.
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No installation
We manage all the tech-y stuff. Your IT team can sit back and relax: all trainings are accessed via our servers.
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Video and interactivity
Our trainings are made up of videos, text and interactive content such as interviews, stories, quizzes and various applications.
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Expert knowledge
Our trainings are based on the latest research. We keep up to date with experts in the respective areas.
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Measurable impact
All participants take part in a pre- and post-evaluation. This allows for the opportunity to measure the effect of the training.
Meet Dr. Jakob Jonsson
Jakob has worked as a therapist and lecturer as well as conducting research on disordered gambling since 1995. He holds a PhD and has had several scientific articles published.
Jakob Jonsson is a certified psychologist, possesses an exhaustive knowledge in the field of Responsible Gambling and is highly regarded in the RG community both in Sweden and internationally.
Jakob has more than twenty five years of experience working with Responsible Gambling, including training programs, investigations, policies, research and communications strategies.