TalkTalk improves its customer service record

Broadband provider reduces customer service calls by 40% between May and September.

TalkTalk, named the most complained about broadband provider by telecoms regulator Ofcom in September, has improved its customer service record.

In the six months up to the end of September, TalkTalk reduced customer service calls by 40% and resolved 75% of issues at the first time of asking, according to the company's latest financial results.

Dido Harding, chief executive of TalkTalk, said: "This reflects our priority to improve customer experience and make our end to end systems and processes both more effective and more efficient."

The results also revealed that TalkTalk gained 150,000 more fully unbundled customers - those using the provider's own voice and broadband service as opposed to using, for example, a BT phone line - in the six months up to the end of September.

This means that 89% of TalkTalk's broadband customers are unbundled, and the provider has installed its own technology in 201 telephone exchanges, thus allowing it to provide its own products to more people.

TalkTalk also saw 800,000 extra customers sign-up to its premium Plus package, which offers unlimited downloads subject to a fair usage policy, which means 19% of its broadband customers now subscribe to Plus - up from 16% in the first three months of the year.

The provider's network-level broadband security service HomeSafe - the UK's first such service - has been taken up by 200,000 customers since its launch in May, according to the results.

Harding said: "It has been enthusiastically received and it's working. Since launch over 200,000 customers have activated HomeSafe and it has blocked more than one million unwelcome websites at their request."

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