Case Study

TalkTalk: Leading a Consumer Revolution

TalkTalk delivers £21 million in savings | 3:20

The Business Issue

TalkTalk is a quad play provider and fourth largest operator in the U.K. The company aims to be the best value for money provider. This ambition has led to rapid growth through acquisition, which introduces multiple systems and legacy products and plans into the organization. This legacy added complexity and impacted TalkTalk’s ability to innovate in customer service. With these limitations, TalkTalk was delivering inconsistent customer experiences and gaining a reputation for poor customer service.

The consumer revolution was born out of the realization that the company needed a way to make it simpler for customers to engage with them. To achieve this vision, TalkTalk had to reduce complexity, deliver continuous and consistent customer service in every channel – while dramatically reducing costs.

The Solution

TalkTalk deployed Pega Customer Service for Communications, introducing case management, industry service cases, and Next-Best-Action for customer service.

To move customers to use self-service channels, TalkTalk needed to add visibility, personalization, and intelligence to its processes. Pega provides that intelligence by replicating the decisions of TalkTalk’s best agents during customer interactions and adding visibility by extending the same customer service processes through via digital self-service.

The Results

  • 40% reduction in early life complaints
  • 15% reduction in early life calls
  • Delivered £21 million incremental savings from fewer complaints, shorter calls, and lower churn
  • Communications Service Providers
  • Customer Service

Related Resources

  • Quick Guide

    Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.

  • PegaWorld Video

    Hear how TalkTalk has put Pega 7 and Customer Service for Communications at the centre of their strategy.

  • Customer Success Video

    Hear executives from the Communications & Media industry talk about how using a Next Best Action solution is enabling contextual conversations with their customers.

  • Demo Video

    Pega Customer Service for Communications is a single application that manages customers across all channels.

  • Whiteboard Video

    Watch how Pega’s customer lifecycle suite is helping CSPs reinvent the customer experience by delivering personalized, consistent experiences across every channel in real-time.

Pega Customer Service for Communications

Optimize costs and improve customer experience by guiding from end-to-end, across channels.

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