Gaming & Gambling Compliance: New rules for quality assurance teams

In recent years, the gaming industry has experienced unprecedented growth, evolving into a massive global market that captivates millions of players worldwide. With advancements in technology, the rise of online gaming, and the increasing popularity of esports, the industry’s potential seems limitless. In fact, industry analysts predict that the gaming market will reach a staggering worth of $470 billion by 2030, and the global gambling market to reach $1.4 Trillion by 2030.

However, with such rapid expansion comes the responsibility to ensure that the gaming & gambling industry maintains its integrity and safeguards the interests of its consumers. Regulatory bodies, such as the Gambling Commission, play a crucial role in establishing guidelines and rules to promote responsible gaming. Compliance with these regulations is not only ethically imperative, but also essential for the long-term success and sustainability of the industry.

New Rules from the Gambling Commission

Recognising the need to protect at-risk customers and mitigate the potential harms associated with online gambling and esports betting, the Gambling Commission has recently introduced new regulations aimed at promoting responsible gambling practices. These rules require gambling operators to actively evaluate their interactions with customers, ensuring that they address issues related to problem gambling.

Specifically, operators are expected to evaluate their interactions with consumers, at least at the level of problem gambling for the relevant activity. This means that companies must carefully monitor customer behaviours, implement suitable measures to identify problem gambling patterns, and intervene when necessary to protect vulnerable individuals.

The Importance of Compliance

For Head of Quality Assurance and Compliance roles, managers play a pivotal part in ensuring that their organisation adheres to these new regulations. Compliance is not merely a legal obligation; it is an opportunity to foster trust, credibility, and a positive reputation within the gaming and gambling industry. By implementing robust compliance measures, you can contribute to the sustainable growth of your company while prioritizing the welfare of your customers.

Evidencing Customer Interaction Evaluation

In addition to conducting customer interaction evaluations, gambling operators are also required to evidence these evaluations to the Gambling Commission during routine casework. This evidence serves as a record of your organisation’s commitment to responsible gambling practices, providing transparency and accountability.

To effectively evidence customer interaction evaluations, a robust QA platform and well-established operational processes are essential. Evaluagent is a comprehensive Quality Assurance and Improvement solution that streamlines HR-related 1-to-1 meetings and actions into one accessible platform. You can easily track the frequency of evaluations and highlight instances where actions have been taken to address issues such as low-quality scores or underperforming interactions, demonstrating your commitment to improvement. 

Through evaluagent’s comprehensive insights into evaluations, past coaching sessions, and one-to-ones, you can continually assess performance and identify areas where interventions have generated positive changes. Furthermore, the platform’s trend reporting, and detailed breakdowns offer a tangible way to demonstrate how these efforts positively impact key performance indicators, reinforcing your dedication to responsible gambling practices.

Collaboration and Continuous Improvement

The task of ensuring compliance and responsible gambling practices cannot be achieved in isolation. Collaboration among industry stakeholders, including gaming operators, regulatory bodies, and compliance managers, is crucial to drive positive change. Sharing best practices, lessons learned, and emerging trends within the gaming industry can contribute to the collective growth and development of responsible gaming standards.

As the Head of Quality Assurance, it is essential for you to foster a culture of continuous improvement within your organisation. Regularly review and update your compliance policies and procedures to align with evolving regulations and industry trends. Encourage employee training and awareness programs that promote responsible gambling practices, ensuring that your entire organisation is actively engaged in upholding ethical standards.

By embracing compliance as a core value and working collaboratively with industry stakeholders, you can contribute to the industry’s long-term success while prioritizing the well-being of gamers and gamblers worldwide.  Ethical conduct and social responsibility are not only essential to maintain regulatory compliance, but also integral to preserving the trust and loyalty of our customers.

By Emily Broom
Emily is Evaluagent’s Head of Demand Generation and takes the lead on marketing strategy and campaign implementation for new customer acquisition, prioritising brand trust and thought leadership for outstanding customer experiences.

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