Rakuten Play.com

TCC handles all customer communication on behalf of Rakuten Play.com, including voice calls, inbound and outbound e-mail correspondence and back office account activity.

Staff Numbers

OVER 250 – The number of full time staff that are available to handle expected seasonal traffic for Rakuten Play.com – an unrivalled level of flexibility.

Thanks to our unique improvement processes, the size of the team required to manage Rakuten Play.com’s customers during the busy Christmas period is now 20 percent smaller than when their service operation was overseas.

250+

Full Time Staff

Timescale

8 WEEKS – Total time taken by TCC to assess Rakuten Play.com’s current processes, develop a comprehensive training schedule and incorporate all relevant knowledge and procedures into our operations.

Our experience of the challenges of moving an existing service, especially bringing an offshore operation back to the UK, allowed us to offer improved flexibility during the transition, to safeguard the Rakuten Play.com brand and reputation.

We also achieved immediate improvements to quality scores and productivity for Rakuten Play.com and demonstrated a commitment to proactively build upon these, as part of a cost-effective, long-term partnership.

8

Weeks

Testimonial

The Contact Company took the time to really understand our business and, as a result, now plays a central role in driving efficiencies and improving the quality and effectiveness of our customer service function.

Rachel Collins, Head of Customer Operations, Rakuten