Leading a Consumer Revolution at TalkTalk
"We've seen a 40% reduction in our early life complaints, 15% reduction in early life calls, which is fantastic. We just reported our lowest ever churn, which is a real testament to how this is really starting to land and improve our customer experience."
- Alex Birtles, Head of Customer Loyalty Strategy, TalkTalk
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.
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.