Case Study: Major Multiple Service Operator reduces churn with TTEC advanced analytics

Major Multiple Service Operator - Customer Case Study

TTEC worked with Major Multiple Service Operator, a major multiple service operator facing growing customer churn in an increasingly competitive media and telecommunications market. As new streaming and video options intensified price and service competition, the customer needed a better way to understand which subscribers were most likely to disconnect and take action before losses occurred.

TTEC built an integrated customer data repository and applied advanced analytics to identify churn drivers and predict which customers were “at risk” over time horizons from 30 days to 12 months. Using these models, Major Multiple Service Operator could target proactive retention communications and respond quickly to disconnect triggers, resulting in a 10% reduction in monthly disconnects, a 5% increase in average revenue per customer, and the first stabilization of total customer counts in years.