Strategies to Minimise Involuntary Churn

Table of Contents

• 1.Overview
• 2.Introduction
• 3.Understanding Involuntary Churn
  • 3.1Churn Definitions
  • 3.2Operator Measures of Involuntary Churn
  • 3.3The Scale of the Problem
    • 3.3.1Post-paid Trends
    • 3.3.2Quantifying Involuntary Churn
• 4.Drivers of Involuntary Churn
  • 4.1Drivers Overview
  • 4.2Credit Levels
  • 4.3' When Good Customers Go Bad'
    • 4.3.1Billing
    • 4.3.2Data Services
    • 4.3.3Roaming
  • 4.4Revenue Assurance and Debt Management
    • 4.4.1Level of Acceptable Debt Write-off
  • 4.5Strategic Change in Customer Base
  • 4.6Economic Conditions
• 5.Minimising Involuntary Churn
  • 5.1Debt and Credit Management
    • 5.1.1Collection
  • 5.2Risk Models
    • 5.2.1Competing Risks
  • 5.3Fraud Control
    • 5.3.1Technical Fraud
    • 5.3.2Subscription Fraud
    • 5.3.3Handset Fraud
  • 5.4Prepay Real Time Control
  • 5.5CRM
    • 5.5.1Proactive Customer Retention Strategies
    • 5.5.2Improvements in Channel Sales
• 6.Taking an integrated approach
  • 6.1Strategic challenges
  • 6.2Revenue Assurance
• 7.Findings and Recommendations