People make the difference
How we work together
For us, culture is not an abstract list of values on a wall. You can see our culture in how we collaborate every day, how we work as a warm and engaged team with our clients, and how we continuously challenge our own performance.
Genuinely committed to your brand
We feel personally responsible for every customer interaction we manage. We look beyond today’s question; we understand that every WhatsApp message or email directly contributes to customer retention and the long-term reputation of the brand.One team with your organisation
We do not believe in the traditional, rigid separation between supplier and client. Our specialists operate as a dedicated extension of your organisation, working side by side to maintain operational stability.Solution-oriented and decisive
When contact volumes suddenly increase or an incident occurs, we do not wait. We think ahead proactively, identify friction points in the customer journey, and act decisively to resolve issues immediately.Critical thinking and curiosity
The world of customer contact is constantly evolving due to technological innovation. That is why we continuously question ourselves and our processes. We analyse data, critically evaluate performance, and experiment to improve our service every day.
Space to grow
Great service is never accidental; it starts with strong training and continuous coaching.
We invest heavily in structured onboarding and targeted talent development. New employees do more than learn systems and processes, they are trained in empathetic communication techniques, problem-solving, de-escalation, and the precise tone of voice of your brand. We coach our teams to communicate clearly but not aggressively; sharp but never rude; human but never soft. This ensures consistent quality across all your channels.
The leadership behind RIFF
RIFF is led by experienced service architects who have helped shape the customer contact industry over the past decades. Their shared belief is simple: technology improves systems, but it is people who define how an organisation is truly experienced.
Tobias Walraven, Founder & CEO
With more than forty years of experience, Tobias is one of the founding figures of the modern Dutch customer care sector. Since the establishment and IPO of SNT, he has witnessed the evolution of the industry first-hand: from traditional call centres to today’s omnichannel customer engagement organisations.
This deep B2B experience still forms the foundation of RIFF. Not technology for technology’s sake, but independent solutions that help organisations deliver better service and enable employees to truly make a difference.
“Organizations invest millions in marketing and branding to create a brand promise. But that entire brand value can be created, or destroyed, in seconds during a single customer interaction.”
Sinan Ural, Chief Operating Officer
Sinan is responsible for people development and organisational growth within the executive team. He ensures that talent development, human coaching, and collaboration go hand in hand with RIFF’s growth. This builds a healthy culture in which employees can develop quickly and clients can rely on engaged, well-prepared teams.
Our multidisciplinary teams
Behind every customer interaction is a team of specialised professionals. Together, they ensure that organisations can rely on stable, scalable, and high-quality service delivery:
Customer care & engagement
Multilingual specialists who are the voice and face of your brand across WhatsApp, social media, email, and chat.Digital operations
Tech experts who build and maintain conversational AI bots, smart routing flows, and real-time dashboards.Crisis & incident communication
A resilient crisis team trained to scale up within two hours during recalls, incidents, or major disruptions.Quality & performance
Analysts and coaches who manage 100% automated quality monitoring (AQM), evaluate interactions, and continuously optimise processes.
Building better customer contact together
RIFF is growing, not only in size, but especially in knowledge, expertise, and people. That is why we are always looking for colleagues who take responsibility, are curious, and want to contribute to customer contact that truly makes a difference.
Ready to get to know us?
Whether you are looking for a strategic customer contact partner or curious about joining the organisation, we would be happy to tell you more.