Telecoms Industry Solutions

The fiercely competitive telecommunications industry presents the constant challenge of keeping abreast with technological innovation, retaining customers and maintaining the bottom line in a perpetually churning market.

The Telecommunications Customer Churn Challenge

A company’s greatest asset is the paying customer. Customer demand for latest technology and highly efficient service at competitive prices has culminated in a culture in which changing your service provider is as common as changing your socks. Churn can be kept at a manageable level by offering customer retention deals and through effective customer service. However, the paradox lies in offering the most competitive deal that will still be profitable.

By targeting customers most likely to churn with a profitable customer retention strategy.

Reduce Churn through Business Intelligence

The key to reducing churn is not only to monitor your company’s performance, but also to manage performance. ReportSource’s solutions for the telecommunications industry combine the strengths of Business Intelligence and Performance Management to help you minimise churn whilst maintaining revenues and margins by:

• Identifying the propensity to churn for the existing customer base - specifically, who is at risk of leaving?
• Analysing performance of product bundles and where customers should be targeted for a switch to a more suitable product bundle
• Understanding what products can be offered to customers and at what prices
• Supporting decision making by passing relevant information back to the call centre system to enable operatives to take direction from it
• Monitoring performance and adjusting strategy accordingly

ReportSource’s Telecommunications Churn Management Solution

ReportSource’s solution for managing churn increases awareness of customer churn across operational departments and allows rapid product and bundle decision making. The effects of these decisions can be monitored and therefore used to assist call centre teams in becoming more pro-active in managing churn and margin. Our 3-part solution includes:

Customer Analytics

Maximise the value of each customer by identifying those at most risk of churning and formulating a tailored retention strategy.

Decision Analytics

Provide information for pricing and bundling to support customer retention strategy decisions.

Operational Review

Monitor performance in the call centre to ensure that customer retention strategies are working and adjust approaches in real-time if required.

Find out more about ReportSource's Telecoms Churn Management Solution......