23 CAR § 358-2026 – Use of an operator of a call center

(a)
1. (1) A licensee, franchise holder, or book shall not utilize an operator of a call center, except to provide technical support to a patron.
2. (2) A call center system shall not be used to receive, transmit, or accept wagers from a patron to a licensed book.
(b) The operator of a call center performs such patron services as:
1. (1) Providing help desk responses to patrons and the general public concerning sports wagers and nonpari-mutuel horse race wagers at a licensed Arkansas book; and
2. (2) Such other patron services as may be approved by the Arkansas Racing Commission.
(c)
1. (1) In addition to the posting of the wager at a licensed Arkansas book, all wagering instructions shall be electronically recorded and retained for a period of sixty (60) days.
2. (2) The method of recording the wagering instructions must be approved by the commission.
3. (3) Such recordings must be made immediately available to any commission agent upon request.
(d) The operator of a call center shall allow the members of the commission, the commission, their agents, and employees to immediately inspect and examine the premises and immediately inspect, examine, photocopy, and examine all papers, books, and records, on the premises, or elsewhere as practicable.
(e) The operator of a call center shall only use communications technology approved pursuant to this part.
(f) The operator of a call center shall operate in compliance with all applicable provisions of this subpart that may apply to it or the licensed Arkansas book using its services.
(g) The licensed Arkansas book shall maintain responsibility for any operator of a call center used by the book to operate in compliance with all state and federal laws and regulations, as applicable.
(h) Violation of any applicable law or regulation by an operator of a call center constitutes reasonable cause for disciplinary action.