UKGC Runs Contact Centre With Just 12 Agents

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A Freedom of Information (FOI) request has revealed that the UK Gambling Commission (UKGC), the body responsible for regulating all commercial gambling in Great Britain, operates its entire customer-facing contact centre with a team of just 12 agents.

The disclosure, dated 24 April 2024, provides a rare glimpse into the operational capacity of the regulator's primary point of contact for the public.

Why This Matters for Consumers

The UKGC's contact centre is a critical channel for consumers who have exhausted an operator's complaints procedure, for individuals seeking information on self-exclusion, and for anyone with questions about gambling laws and licensing. The small team size raises questions about the regulator's capacity to handle the volume of enquiries from a market with millions of customers.

Key Findings from the Data

The FOI response confirms several key details about the UKGC's internal operations:

• Team Size: The contact centre is staffed by 12 agents who are directly employed and managed by the Commission.
• Working Model: Agents operate on a hybrid basis, working from both home and the office.
• Technology: The contact centre system is provided by Enghouse Systems, with a contract renewal date of 1 April 2026. The system is maintained by a third party, Koris365.
• CRM System: The UKGC uses an Oracle Siebel CRM (Customer Relationship Management) platform across the entire organisation, including the contact centre.
• No AI or Automation: The regulator confirmed it does not use any customer-facing chatbots or Robotic Process Automation (RPA) technology.
• No Knowledge Base: The response also stated that the Commission does not use a dedicated knowledge base or knowledge management platform for its agents.

Significance and Industry Context

The data highlights a significant contrast between the regulator and the industry it oversees. Major gambling operators often employ hundreds or even thousands of customer service agents, supported by sophisticated AI chatbots, automated systems, and extensive knowledge management platforms to handle high volumes of customer interactions efficiently.

The disclosure that the UKGC operates without these modern tools and with a very small team provides important context for consumers. The absence of a formal knowledge management system could impact the consistency of advice, while the lack of automation means all enquiries must be handled manually by the 12-person team.

While the data does not comment on performance, it offers a factual look at the resources allocated to the UKGC's frontline public support. The upcoming contract renewal in 2026 may signal an opportunity for the Commission to modernise its systems and potentially expand its technological capabilities.