The brief
What is this course, and who is it for?
This is a showcase course by Apollo Accreditation, the UK and EU course development and accreditation consultancy, built for customer support, VIP and payments teams. It shows how we design for gaming and betting, and every activity below works in your browser.
The problem it solves
Agents often see trouble first: chasing losses, reversing withdrawals, anger at limits. Regulators in the UK, Malta and elsewhere expect operators to act on those signs.
The difficult part is the conversation. Raise it without lecturing, offer the right tools, record what happened.
What learners can do afterwards
- Recognise behaviours that can signal gambling harm
- Start a safer gambling conversation without judging
- Explain deposit limits, time-outs and self-exclusion
- Record the interaction and escalate under internal policy
The learners
Who takes it, and why do they finish?
- Who takes it
- Customer support, VIP and payments teams
- Who usually buys it
- Head of compliance, head of player safety or customer support director
- Where they take it
- At a desk, during onboarding and every year after
- Why they finish it
- It looks like their own chat window, and the player answers back.
Try it
What does the engagement look like?
These are working copies of activities from the course. Nothing you enter leaves your browser.
Inside the course
What do learners see on screen?
Each activity part way through, as a learner sees it after the first choice.
Course map
How is the course structured?
Module by module, with the type of engagement in each and the time it takes.
| Module | What learners do | Engagement | Minutes |
|---|---|---|---|
| What harm looks like | Markers in behaviour and in account data | Sorting activity, Level 2 | 12 |
| The conversation | Practise a live chat with a player at risk | Chat simulation, Level 3 | 20 |
| Tools, records and escalation | Limits, time-outs, self-exclusion and your process | Quiz with feedback, Level 2 | 13 |
About 45 minutes in total. Levels 1 to 4 are our four eLearning interaction levels. To see which level fits your own module, use the eLearning level finder.
Specification
What is in the specification?
| Who takes it | Customer support, VIP and payments teams |
|---|---|
| Who usually buys it | Head of compliance, head of player safety or customer support director |
| Format | Self-paced eLearning with a chat simulation |
| Length | 3 modules, about 45 minutes |
| Interaction level | Level 3, Scenario |
| Engagement | Chat simulation, Sorting activity, Quiz with feedback |
| Assessment | Chat simulation score, marker recognition and quiz, pass mark set by compliance |
| Certificate | Branded completion certificate when the course runs on our platform, or your platform's own |
| Tracking | SCORM or xAPI package, with completion and scores in your learning platform |
| Accessibility | Captions, keyboard navigation and screen reader support built in |
| Languages | English in this showcase. Other languages translated and checked by a native speaker |
| Updates | Whenever your process, thresholds or regulator requirements change |
How we would build it
How would you get a course like this?
The same five steps for every course, with one named person running your project.
- Free course diagnosticSend us the material you have. After a short call we send a written note on what it needs, within a few working days.
- Scope and scriptWe pair our learning designers with someone who has worked in your sector. You review and approve the script before anything is built.
- BuildBuilt in our own authoring tool, with captions and keyboard navigation included. As a guide, four to six weeks per interactive module.
- Test and changeWe test the package on your platform before you sign off. Two rounds of changes are included.
- Launch and trackCompletion and scores in your platform, or ours. Want CPD Certification later? It is already built to that standard.
Evidence
What can you track?
- Chat simulation scores and the replies agents choose
- Marker recognition results
- Completion records for your compliance file
- Annual refresher dates by agent
Your version
Can you build this with our content?
- Your branding, your policies and examples from your own workplace
- SCORM or xAPI for your learning platform, or hosted on ours
- Captions, keyboard navigation and screen reader support as standard
- Translated versions for staff or students who work in other languages
- Built to CPD standard, so it can go forward for CPD Certification when you're ready
Adapt it
Where else does this course work?
The same design, rewritten for the people and risks of another setting:
- Land-based casinos and betting shops
- Lotteries
- Affiliate and VIP teams
- Payments and fraud teams
Questions
Common questions about this course
Does it follow a specific regulator?
A client version is written to your licence and your own process, for example in the UK or Malta. The showcase sticks to practice common to most regulators.
How long would it take to build a course like this?
As a guide, an interactive module takes four to six weeks from when we receive your material, and a straight conversion two to three. This course has 3 modules, so we plan it in stages, and you review each script before we build it.
Will it work on our learning platform?
Yes, in most cases. We hand courses over as SCORM or xAPI packages, which nearly every learning platform accepts, and we test the finished package on your platform before you sign off. If you don't have a platform, it can run on ours.
Portfolio
More showcase courses
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FreeCourse diagnostic
Send us one course. We'll tell you what it needs, free.
Share one course or programme you already run, or the slides and notes behind it. After a short first call, we review it at no charge and send you a written note on what it needs and which package fits, within a few working days.
- One course or programme, reviewed by a named person
- A written note on what it needs
- The package that fits, so you know where to start
- No charge and no obligation
Get in touch
Tell us what you want to put online.
Send a short note on the course, who it is for and which platform you use. We will come back with the right option and a fixed price.
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