Cart (Loading....) | Create Account
Close category search window
 

Predicting customer behavior in telecommunications

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

3 Author(s)
Lian Yan ; Aureon Biosci., Yonkers, NY, USA ; Wolniewicz, R.H. ; Dodier, R.

The wireless service subscriber calls a customer service representative to complain about dropped calls. During the conversation with the customer, the CSR views a display that shows this customer's probability of churn-switching from this service provider to another-as well as the most probable reasons to churn and the best strategy to retain this customer. The CSR then quickly responds to the subscriber according to the system's recommendation. This is an intelligent customer-care system designed to predict customer behavior. Predicting customer churn is a component in the decision framework for retaining customers and maximizing profitability. Companies can use these probability and revenue estimates in a decision-theoretic framework to determine a churn intervention strategy and a profitability optimization strategy. Predicting customer behavior helps service providers build customer loyalty and maximize profitability. For the success of a project, data preparation is often a critical part of the predictive algorithm.

Published in:

Intelligent Systems, IEEE  (Volume:19 ,  Issue: 2 )

Date of Publication:

Mar-Apr 2004

Need Help?


IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.