Helpline Transfers: How They Can Assist Your Team
We can arrange a dedicated phone line to allow customer care providers to transfer callers straight to a National Gambling Helpline adviser for specialist help and support.
Frictionless support for at-risk and high-risk customers
If you deliver customer care and support to people experiencing negative impacts from their own gambling, or a loved one’s gambling, your team can arrange a dedicated phone line to transfer callers straight to the National Gambling Helpline for help and support.
GamCare and the National Gambling Helpline have been running for over 25 years, and our Helpline Advisers are experts at giving both practical and emotional support for gambling harms. The Helpline operates across the UK and is available 24/7, 365 days of the year, so whenever someone wants to talk about how gambling is affecting them, an Adviser is there to listen.
Customers benefit from a smooth transfer to the services they need at the time they ask for help, meaning they can capitalise on the motivation to make a change. There’s no need to hang up and redial, remember another number, or tell their story again to someone new.
Your organisation will better understand the impact of your intervention thanks to high-level outcomes reporting provided by GamCare, along with data on how many calls have been transferred to us, and feedback on the process.
GamCare benefits as we receive more referrals and are better able to reach people who need our services.
We charge commercial businesses an annual licence fee to administer the service. Charities and not-for-profits can access the service free of charge.
New Customer Interaction Guidance for Remote Operators
Signing up to our Helpline Transfer Service ensures that remote gambling operators are compliant with new UK Gambling Commission (UKGC) Customer Interaction Guidance.
Three steps to sign up
Complete test calls to the Helpline, ensuring transferred calls are received successfully by our system without disconnecting.
Your staff review our video and guide on how to conduct safe and appropriate transfers, building their confidence in the process. You also include key information about the service in your internal procedures.
Start transferring at-risk callers to the Helpline so they can get the support they need.