alexa Applying data mining to telecom churn management
Engineering

Engineering

Journal of Telecommunications System & Management

Author(s): ShinYuan Hung, David C Yen, HsiuYu Wang

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Taiwan deregulated its wireless telecommunication services in 1997. Fierce competition followed, and churn management becomes a major focus of mobile operators to retain subscribers via satisfying their needs under resource constraints. One of the challenges is churner prediction. Through empirical evaluation, this study compares various data mining techniques that can assign a ‘propensity-to-churn’ score periodically to each subscriber of a mobile operator. The results indicate that both decision tree and neural network techniques can deliver accurate churn prediction models by using customer demographics, billing information, contract/service status, call detail records, and service change log.

This article was published in Expert Systems with Applications and referenced in Journal of Telecommunications System & Management

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