Case Study: TPT Retirement Solutions achieves faster call resolution and <1% call abandonment with 8x8

TPT Retirement Solutions optimizes member service operations with 8x8

TPT Retirement Solutions is a not‑for‑profit UK pension provider founded in 1946 that manages £14.1 billion in assets for over 400,000 members. The company relied on a simple call‑queue that routed all enquiries to any available administrator, causing experienced staff to be interrupted by routine requests and limiting control over call distribution.

TPT implemented 8x8 Work and 8x8 Contact Centre to create a dedicated contact centre, enable remote working, and deploy a multi‑level auto attendant with advanced queuing, position announcements and callback options. The platform cut call abandonment to under 1%, sped up call resolution, improved agent productivity, and opened new recruitment and career pathways, while providing a scalable foundation for further optimisation.

TPT Retirement Solutions

Richard Wilson

Implementation Manager