TELCO: Develop a Churn Reduction Strategy for a telecommunications company in Asia 

Voluntary Churn​

Involuntary Churn​

Reconnections

Machine Learning methodology:​

Neural network - NN​

Gradient Boosting - GB​

Glass Box Logistic regression​

Sentiment from voice data​

*GB provided max predictive power

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Data Sources​

Billing​

Payment​

Usage & overage​

Service​

Complaints – structured​

Call center voice data

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Change Management & Implementation​

  • Strategy simulator to identify offer & target segment​

  • Targeting & offers based on reason codes​

  • Ongoing tracking

RESULT: 2% HIGHER ANNUAL REVENUES