This newest partnership follows on from Rank’s previous work with GambleAware, which saw Rank employees in customer service, digital and the company’s Mecca Bingo business receive training over the last 18 months.
The partnership kicks off with 150 days of training delivered to Rank employees by GamCare. This gets underway later this month.
A total of 950 employees will take part in GamCare’s Social Responsibility and Interaction intermediate course, which will be delivered over a single day to both digital and land-based personnel. The training will provide employees with the skills needed to interact meaningfully with customers and aims to strike a balance between compliance and customer engagement.
A further 500 mainly senior employees will then take part in an advanced level course over two days, which will see them learn to communicate with at-risk customers and master how to intervene effectively.
“I am delighted that our partnership with GamCare is now being rolled out at such a significant scale,” said John O’Reilly, CEO of Rank. “It underlines our relentless commitment to improving how we interact with customers to give them the safest and best experience when they are with us.
“Safer gambling is a strategic pillar of the Rank Group and it requires investment, expertise and a deepening of all our knowledge.”
Anna Hemmings, CEO of GamCare, said that the partnership would work to increase knowledge about gambling harm and customer interaction within Rank.
“We are pleased to be extending our partnership with Rank to deliver safer gambling training across all their brands,” said Hemmings. “The investment in their people’s skills and knowledge around customer interaction responsibility should help to reduce the risk of gambling harm in their venues and online.
“Our training incorporates the experience of our service users, the huge level of collected evidence and industry research across numerous fields and GamCare’s many years of experience working across the sector.”
Original article: https://igamingbusiness.com/social-responsibility/rank-extends-safer-gambling-training-with-gamcare/
