Abstract
In this report we will quantify the size of the issue and the impact of
involuntary churn within mobile operators. The report looks at both pre-paid
and post-paid involuntary churners, what their respective drivers are and how
operators can develop strategies to minimise their impact on operations.
This report will specifically examine:
- How different operators use changing measures and criteria to define the
point at which they terminate (or involuntarily churn) their customers.
- What is the scale of involuntary churn for operators in differing phases
of market development?
- Is involuntary churn purely about bad debt and fraud? Customers can,
simply speaking, be considered bad debtors - however there may be many aspects
that contribute to involuntary churn and not all of them may be detrimental to
the operator.
- The drivers of involuntary churn and what risks each of them presents to a
mobile operator.
- How approaches to minimising involuntary churn encompass many functional
and process areas and what their relative importance is in defining a strategy
for involuntary churn.
- Challenges associated with developing a strategically integrated approach
to controlling involuntary churn and the benefit of involuntary churn
awareness.
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