Mobile carriers are in a cut-throat industry. One carrier reached out to Repustate to re-invent their call center to prevent customers from switching to their competition.
Every business wishes they had 100% customer satisfaction. But in industries like wireless telecommunications, that's not the reality. Assuming you'll always have some segment of unhappy customers, can something be done to greatly reduce the churn rate of angry customers?
A wireless carrier in Europe asked Repustate to help build a text analytics component to integrate with their call centre software in order to track and analyze all interactions with customer service representatives (CSRs). The idea was to predict when a customer, after having a certain amount of negative interactions with the carrier, would decide to leave for the competition.
The new process would be as follows:
The results were impressive. The chart below shows the carrier's montly churn rate compared to the industry standard..
Industry churn (%) Carrier churn (%)