Test transfers
Before joining the Helpline Transfer Service, you need to complete test calls to our direct dial in phone number.
Why make test calls?
Each organisation completes test transfers to confirm the process works as expected.
Tests are designed to:
- Allow you to check that you can warm transfer a caller to our Helpline, and that the transferred caller gets successfully passed to our Adviser without being disconnected.
- Allow you to confirm that any call recording processes you have in place cease recording once the transfer has been completed.
- Allow you to identify what charges, if any, are applicable to the phone lines you operate.
- Allow you to experience our call waiting and learn about the call back process where possible.
- Allow us to check your numbers display correctly in our call handling system.
How to make test calls
GamCare will send you a separate, confidential direct dial in phone number by email when you enquire about the service. You need to conduct test calls to this direct dial in phone number, please note that this phone number must not be shared publicly.
A test transfer will need to be completed for each phone system your organisation uses. If you are unsure how many systems your organisation uses, your IT team should be able to advise on the level of testing required to ensure a full/consistent test of the system.
Transfer tests are most effective when you recruit two agents from your side to participate in the test; one acting as the customer being transferred and then one person being the customer service agent making the transfer.
Once you connect to a National Gambling Helpline Adviser, it is imperative that you tell the Adviser that this is a test call. You must tell the Adviser that this is a “non-target test transfer from [give the name of your organisation]”.
When to make test calls
A GamCare staff member needs to observe at least one test taking place and will set up a meeting with you to do this. Please let us know your availability so we can arrange this. Test calls can happen on weekdays 10:30am – 2:30pm.
Logging your test calls
When you have completed your test transfers, fill in the form below and we will be in touch to confirm next steps.
