Who are TOCA Social

TOCA Social is a fast-growing “eatertainment” brand turning football into a social, tech-driven night out aimed at groups, events, and casual players rather than serious sport. With venues in the UK and plans to open locations globally, the current locations are:

• The O2, London (opened 2021) 
• Birmingham (Bullring)
• London (Westfield White City)

TOCA create interactive football experiences for groups (all skill levels) and combines this with a bar, restaurant, and event venue. The experience is “competitive socialising” (fun group activities rather than traditional sport). 

Why TOCA Outsourced Customer Experience to Whistl

Whistl has been working with TOCA Social since early 2021, using our expertise to assist them in designing their customer processes and customer journey through the contact centre communication channels. 

In mid-2021, Whistl began handling calls and emails from its guests, and shortly after launch, Live Chat was added to provide a new channel of choice for TOCA guests. Whistl was the partner of choice due to the team's experience in dealing with customers, the culture and values alignment between the two organisations, the processes that Whistl uses to scope businesses' requirements, proactive recommendations, and a partnership approach.

TOCA refer to customers as guests and work colleagues as teammates, and Whistl adopted this language when talking to TOCA guests and teammates. To ensure that the right support was given, KPIs were set to prioritise TOCA Social's business objectives and philosophy.  As a new business venture, this was especially important to TOCA Social.

The TOCA Social team's philosophy goals were:

• Turn all guests into fans
• Turn teammates into fans
• Teammates to act as owners
• Teammates to have a growth mindset

Whistl began handling calls and emails for TOCA guests and, shortly after, launched Live Chat to provide a new channel of choice for TOCA customers.

Whistl's Outsourced Contact Centre Solution for TOCA Solution 

Whistl and TOCA Social work in partnership together as one team. With Whistl providing weekly reporting on contact channels and volume, Whistl and TOCA can proactively identify ways to improve the customer journey. Whistl manages more than 850 interactions per week to provide a seamless service to TOCA Guests. With an average agent tenure of 10 years, our team provide a reliable and emotive experience for your customers.

Award Winning Customer Experience Support

Whistl won the Gold accolade in the Outsourcing Partnership of the Year category at the UK Contact Centre Forum Awards in 2022 for the customer experience solution delivered for TOCA Social.