SAS - Business Intelligence - Churn & Campaign Management Solution For Telecom Industry

In the modern Telecommunication with the competition mounting up between the service providers, customer acquisition and retention is a considerable challenge. For the new entrants, acquiring the new customers is the highest priority, whereas for the incumbents, retaining the revenue earning customers is essential.

The telecom companies can increase profitability by creating a predictive modeling for identifying potential churn candidates and non-revenue earning customers; and can increase revenue and profitability by targeted campaigning and promotional offers which will not only retain these customers but also convert the non-revenue earning customers to profitable revenue earning customers.

This article highlights the necessity of churn and campaign management and the usage of SAS - Telecommunication Intelligence software (TIS) for the purpose. It also includes various implementation challenges for SAS - TIS in the real time scenario.

Churn Management

Customer acquisition and retention is a significant challenge in all industries. In the Telecom industry it affects profitability of the company if a customer churns before the company can earn back the investment it incurred in acquiring the customer. Therefore, it is very critical to identify the profitable customers and retain them.

With the telecom market becoming more competitive, determining the reasons of the customer leaving the service of the company is increasingly difficult. In this circumstance, it is even more difficult to predict the probability of the customer to leave in near future. It is increasingly challenging to devise a cost-effect incentive to target the right customer to convince him to stay with the company.

Predictive modeling of churn analysis and management aims at generating scores depicting the probability of the customers to churn out in future. This takes into consideration different aspects of customer's susceptibility to churn, including the history of people those who have churned in the past and build a data model that generates an easy-to-understand reference numbers (scores) assigned to each customers. These customers are then targeted with incentives to deter their cancellation. In other words, Churn analysis determines the probable reasons for a future cancellation depending on the past records which will help the companies to customize their offer. For example: if analysis reveals that many customers have churned from a particular area last month and further investigation has identified that there are frequent call drops (disruptions in service) in that exchange (or BTS area). It can be concluded that due to the technical inadequacy of that particular exchange, frequent call drops are experienced which has contributed to the customer dissatisfaction and their moving out of the company. So further technical solution for that exchange can prevent future potential churns.

Business Definition of Churn Management

Defining churn is the first and foremost activity in Churn Management designing. Different companies define churn according to their business experiences.

Churn definition differs from a Pre-paid to Post-paid scenario.

In pre-paid scenario, a customer can be considered as churned in the following cases:

a) If the customer goes out of network (deactivated)

b) If the customer is an active non user (ANU)

A customer can be considered as ANU when:

i. the customer has no outgoing or incoming usage for last (X) rolling days

ii. the customer has only incoming usage but no out-going usage for last (X) rolling days iii. If the customer's usage is below a pre-determined (business decided) amount for last (X) rolling days.

In post-paid scenario, a customer pays a rental on monthly basis. So in case of non-usage or lower-usage, the company earns fixed revenue from every post-paid customer. Therefore, the customer is considered as churned only when he/she goes out of network (Deactivated).

Churn Parameters for business analysis

After defining churn, next activity is identifying the correct parameters for the contribution of churn. The churn probability or churn scores for individual customers can be generated on the basis of following categorical details:

1. Customer demographics Customer demographics related data are used for segmenting the entire customer base depending on:

a) Age

b) Sex

c) Income

d) Customer Account Information

e) Subscription life cycle

2. Billing and Usage:

Billing and usage related information which is obtained from switch (Call Data Records) is mainly used for detection of churn probability. The following details are used:

a. Price plan

b. Monthly usage summary (Charged call count, Charged data volume, Free call & Data amount)

c. Monthly profit contribution

d. Bounced payment

e. Managing channel information

f. Recharge channel information

g. Network Product information ( Voice, Messaging, Data)

3. Technical Quality:

Quality of service is a potential churn driver as call drops or inferior service quality increases the customer dissatisfaction and therefore churn probability. In case of CDMA, as the customer is tightly coupled with the handset equipment, the aging of handset impacts the probability of the customer churn.

The following details are used:

a. Dropped call counts

b. Service quality

c. Equipment age (Handset age in case of CDMA)

4. Contract Details: At the end of the contract period or grace period, the probability of the customer leaving the connection is high, therefore it has a high impact in determination of churn. The following details are used:

a. Commitment period

b. Count of contract renewal

c. Current contract and end date

5. Event related:

Loyalty scheme or loyalty benefits are key drivers for retention. The Loyalty scheme related data is used for churn scoring.

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Broadband Making Gains In Rural Markets

Broadband penetration in rural markets in U.S. has experienced double-digit growth in the past year, driven largely by regional providers continuing to increase their market share in these areas, according to a new report by comScore.

"The recent announcement of the government's national broadband plan demonstrates the increasing importance of broadband expansion as a country-wide initiative, with rural areas playing an important role in this expansion," said Brian Jurutka, comScore senior vice president.

"Although rural markets have witnessed significant increases in broadband penetration during the past few years, these areas still lag behind the penetration rates of metropolitan areas. As the primary drivers of rural broadband growth, regional ISPs have the opportunity to increase their market share by delivering broadband to the millions of households still relying on dial-up services."

Driven by greater price competition, increased consumer demand, and growth in bandwidth-intense activities like video streaming and peer-to-peer sharing, broadband penetration continues to make gains across rural markets. Broadband penetration in rural markets reached 81 percent in Q4 2009, representing a significant increase of 13 percentage points in the past year.

Regional ISPs ranked among the fastest-growing providers across several rural U.S. markets. In Maine, TDS Telecom experienced a 101 percent increase in the number of broadband households, while in Arkansas Windstream Communications recorded a 57 percent gain. Frontier Communications led as the fastest-growing ISP in Nebraska (up 28 percent), Idaho (up 27 percent) and Alabama (up 26 percent).

Regional service providers GCI and Bresnan Communications ranked as the leading service providers in the country's three most rural markets (based on population density). GCI captured 61 percent of the broadband market in Alaska during Q4 2009, while Bresnan Communications reached 56 percent share in Wyoming and 52 percent share in Montana.

"Often major ISPs need to focus their strategic operations in their largest and most profitable markets, which gives smaller regional providers the opportunity to establish strongholds in more rural areas while playing a key role in national broadband expansion," said Jurutka.

Perspective of IT and Telecommunication Translation

Currently, there are many types of translation, but the scope of technical translation is becoming so popular that it seem difficult to assess the border.

For this new software and new telecom device is being developed constantly. But the native people of other country can not understand the functionality of that device, machine. To solve it we need to render the information from one technical language to other technical language. It's called IT/Telecom translation.

In this domain of translation there are more fields. Very first is the Hardware, It means that, when exploring any Hardware device, like HP LaserJet, other people may find it difficult to understand the ways of operating the device, most of the time they need the manual in their native language. Hence to make the manual and operating methods readable and understandable Hardware translation is needed.

Second one is Software translation, its purpose of translation is also same as above, but Web Site Localization is also an important pillar of IT/Telecom Translation Industry. As today, the use of internet is growing by the speed of light; hence giving a broad scope of exposure. For the same, every company is making their web site, and making it localized in local language. So that, people of any country know and understand them. By this, it becomes the fastest way to spread information of the company.

And the last field of this domain is Telecom Industry. In this part the content and manuals of device like Mobile, Fax machine, and Wireless get translated. Today these devices are being counted as one of the important need of human being. Irrespective of there knowledge of English or any other foreign language, they use it. But to use them, they need to understand the methods provided in the manual, and for the same they Telecom Translation is coming in use.

www.made-from-india.com provides an exclusive trade directory of information on Telecommunications Equipment suppliers, and exporters, electronic, message, computer network etc. It has an amazing product gallery where customers can view online Product of Telecommunications suppliers, manufacturer & exporters along with product description and other details.

To make the translation easier and approachable there are many Company, Agency and Freelancers handling the translations of these fields. And Somya Translators Pvt Ltd is one of the solutions provider for all of these translation issue.

The Growth of Telecommunication

The telecommunications industry has made many things possible for people. From personal to business users, everyone is only happy to accept this technology which has made many unimaginable things actually happen today. Telecommunications equipment have undoubtedly allowed many to enjoy great conveniences. Business associates from opposite sides of the globe now need not travel far for a meeting as this is now possible through the modern telecommunications infrastructure. On top of it all, costs have been greatly reduced, if not eliminated altogether.

One of the most popular telecommunication technologies presently practiced is the Voice-OVer Internet Protocol or VOIP which allows people to make free calls to each other with a specific software installed in each of their computers. The only other requirement is for them to be in each other's contacts list before the communication can take place.

This technology is now widely used by people for various purposes, from reconnecting with old friends and relatives back home for those who have lived as expatriates in another country to closing multimillion dollar deals between international companies. Online classes or lessons on various subjects from English to Mathematics have also been possible with this technology.

Another type of telecommunications equipment are mobile phones which are now way advanced than any other cellphone invented before this day. Now, you can see people talking on their phones without even having to hold anything to their ears. Hands free phones make this possible. Mobile phones today aren't even only for making phone calls but can also now be used with a variety of other useful functions such as Internet browsing, chat messaging, video phoning and others.

www.made-from-india.com provides an exclusive trade directory of information on Telecommunications Equipment suppliers, and exporters, electronic, message, computer network etc. It has an amazing product gallery where customers can view online Product of Telecommunications suppliers, manufacturer & exporters along with product description and other details.

Indeed, telecommunications has come a long way from its earliest beginnings of smoke signals and drums in Africa, the Americas and parts of Asia. Now, it has become a widely accessible, easy-to-use and useful technology in practically every corner of the world where it is possible. One even need not have special knowledge or skill in technology. An Internet connection, software which can be easily downloaded, and a basic ability to handle computer tasks are all it requires.

Telecommunications Through Satellite Broadband Internet

In telecommunications, we often use a satellite broadband internet, for us to play our video properly the connection that is high speed is what we needed. Of course, when it comes to important matter we don't want any delay like telecommunicating with the use of video that usually happening when you are using a cable hook up or a DSL.

The people today want to save more but they still want to keep in touch with their love ones that are in the far place. It is important for them to see the person they are talking to face to face whether a friend, family or business associates rather than going to their place personally that cost you time, money and effort.

For the phone and video equipment we use the broadband internet so we do not have to worry about the dropped and delayed communication. Many of the tools for teleconferencing and Voip nowadays need a high speed connection with the internet to properly work.

The voice and the images broadcasted through the digital form of internet and transformed back to voice and images when it was received by the recipient and to be able to work it in the right time a quick connection speed is needed. DSL or cable and dial up may have lapses in communication that may confuse the one who is receiving the message.

There are areas that are not accessible by the cable or DSL and the internet that is broadband satellite is the only way they can work at home. For many people the VoIP is the best way to go when their work needs a dedicated phone line. This is reliable if you want your work to be fast, efficient and effective.

It is easier with the broadband satellite internet the networking. There is no problem if you want to hook one or two or more computers in the same broadband internet and there is no extra tool needed to do so. Unlike using the Dial up, it will slow down your computer and you can't get the result you are expecting.

Also, one of the service providers that is top rated when it comes to the reception of the television is the broadband satellite internet. If you want to know who among the providers is the best provider you will have to check its speed as well as the reliability of their service, to check it try to upload and download files and see if it is slow or fast.

If without any trouble in the satellite dish direct line and you are able to access to southern sky then you can begin receiving an internet connection in a high speed the moment you set up and call an appointment for the installation. With the high speed connection you can use several of your aged computers and it will keep it alive. All you need is the perfect reliability and service in using the high speed internet. It's time for you to choose which provider will suit your needs and of course you will go along with the fastest one.

Outsourcing Telecommunications and Other Services - A Growing Business Strategy

Business outsourcing is a growing trend these days. It refers to a process in which certain business functions and processes are entrusted to a third party company that specializes on those jobs. Outsourcing telecommunications services, software development services, insurance, Information Technology services and accounting and finance are the most common business process outsourcing firms in Asian countries like India, China and the Philippines.

Before, business process outsourcing as a concept of business strategy was not really recognized as it seems today. During the early stages of its development, small and low grade jobs, such as janitorial and security services, were the only jobs that were outsourced in the United States. But today, almost every business processes are now outsourced. These include IT services, customer care, graphic designing services, and web content services.

Perhaps due to its many advantages, many international companies now see outsourcing as a powerful tool and business strategy to fully maximize the profit earning capacity of their every business. Outsourcing allows them to cut down costs and focus on their core business processes. With the current economic situation where recession greatly affects the earning chances of their business, outsourcing jobs serve as a viable option to override such difficult situation.

Many overseas companies are enjoying huge benefits by off shoring some of their peripheral and none core business processes to third party business process outsourcing providers that are mostly based in third world countries like India and China. This whole process allows these international companies to dedicate their attention and resources to their core business processes. There are basically none core business processes that tend to swallow a huge portion of their resources and eat so much of their valuable time, thus limiting the potential growth of the company.

In addition, outsourcing telecommunications servicesand other business functions yields cost saving benefits for many companies. Shortage of skilled workers who have the technical abilities to perform specific functions does not impose a problem on countries like India, the Philippines, and China. Despite the cheap labor costs that most Business process outsourcing firms from these countries offer, India and the Philippines are both well applauded for providing quality output as per the American and International standards.

But just like every normal business solutions, business outsourcing also comes with several disadvantages which tend to hinder others from venturing into business process outsourcing. One outsourcing risk is the loss of managerial control on functions and business processes being outsourced. Though bound with a written contract, the transfer of full managerial control to a third party company can impact expected outputs as Business process outsourcing firms are not motivated with the same vision and drive that the company has. Management will be driven by profit from the services that these Business process outsourcing firms provide.

As this drawback is being overshadowed by the numerous advantages that American and European based companies get from outsourcing, it is clear that outsourcing telecommunications services and other business processes is rapidly developing in a continuous phase. Proof of such is the wide variety of offshore outsourcing services that are being offered by today offshore outsourcing service providers.

Mobile Telecommunications - Local Issues at Stake

The advent of mobile telecommunication has no doubt been an improvement in every facet of life as it has solved the nagging communication problems that have existed for decades especially in developing countries. It is an unparalleled fact that communication, effective communication is a veritable tool that ensures success in family, business, religion etc. when telephone was invented by Alexander Graham bell in 1874, the whole world was agog considering its awesome nature.

The world never knew that it was a tip of the iceberg when eventually mobile telecommunication was invented as a result of advanced researches on the work of Guglielmo Marconi (1874-1937), an Italian scientist that first proved that radio waves can travel across the Atlantic. Since then, the radio waves become the precursor that synthesizes other products of technological importance. It is as a result of this advancement in research that we have several other communication technologies that were branded uniquely some of these include; Bluetooth technology that works based on radio wave and other communication means that work based on emission and reception of radio wave. Mobile telecommunication is also identified in this light. Mobile telephony has actually been in existence in developed and some developing countries. It actually becomes operable in Nigeria when the license was approved for a telecommunication giant in the year 2001.

What followed was the erection of masts in the vicinities both commercial and residential areas. Urban areas especially are more much more involved as everywhere is dotted with high-rising masts belonging to one telecommunication giants or the other. Shortly after this period, there were raised eyebrows about the medical aftermath of these 'death at alert'. It was reported that there are severe dangerous medical implications and side effects that are injurious to good health. It has been submitted that the telecommunication giant should have employed other means which are friendlier to health and environment than these masts which have been known to emit radiations that are carcinogenic. The reason there are less uproar as regards this in Nigeria, is because most people that live especially very closely to these masts are ignorant. They may not really understand the health implications.