Predicting and Reducing Wireless Customer Churn
摘要
In the telecom industry, large-scale of data is generated on daily basis by an enormous amount of customer base. Here, getting a new customer base is costlier than holding the current customers where churn is the process of customers switching from one firm to another in each stipulated time. Telecom management and analysts are finding the explanations behind customers churning and behavior activities of the holding churn customers’ data [1]. There are many reasons for customer churning. Customer churn is widely classified into two types: voluntary and compulsory. The first type of churn is usually caused by unexpected incidents beyond the control of the telecoms, for example, because of customers’ financial problems or migration to competitor relocations because of more attractive conditions. On the other side, providers can usually address the reasons for voluntary churn, for example, disappointment with the quality of mobile service, poor customer service such as rejected complaints, poor treatment of a customer with temporary overdue payments, etc. [2].