Case Study: TalkTalk achieves 40% reduction in early‑life complaints, 15% fewer early‑life calls and £21M savings with Pegasystems' Pega Customer Service

TalkTalk: Leading a Consumer Revolution

TalkTalk, a UK quad‑play provider that grew rapidly through acquisitions, faced complex legacy systems and inconsistent customer experiences that damaged its service reputation. The company needed to simplify customer engagement, deliver consistent service across channels, and cut costs while improving loyalty.

TalkTalk deployed Pega Customer Service for Communications—introducing case management, industry service cases and Next‑Best‑Action—to add visibility, personalization and intelligence, replicating its best agents’ decisions and extending those processes into digital self‑service. The initiative cut early‑life complaints by 40% and early‑life calls by 15%, helped deliver the company’s lowest ever churn and generated £21 million in incremental savings.

TalkTalk

Alex Birtles

Head of Customer Loyalty Strategy