Comprehensive analysis of customer service call data to identify and resolve recurring issues driving customer churn. Through detailed examination of competitive pressures, service quality, contract terms, and plan-specific challenges, this project delivers targeted strategies for enhancing customer retention and satisfaction.
This comprehensive customer churn analysis project leverages customer service call data to identify and resolve recurring issues that drive customer attrition. Through systematic analysis of service interactions, support patterns, and customer feedback, this project reveals critical insights into the root causes of churn and provides actionable strategies for retention improvement.
High customer churn rates were impacting revenue and growth, with unclear understanding of the specific factors driving customer departures. Traditional metrics provided limited insights into the underlying service quality issues and customer pain points that needed immediate attention. The organization required a data-driven approach to understand churn patterns and implement targeted retention strategies.
I conducted extensive analysis of customer service call data, examining interaction patterns, issue categorization, resolution times, and customer satisfaction metrics. The analysis incorporated multiple data sources including call center logs, customer feedback surveys, contract information, and service usage patterns to create a comprehensive view of customer experience factors affecting retention.
| Responsibility Area | Description & Impact |
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Data Analysis & Mining
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Conducted comprehensive analysis of 50K+ customer service calls to identify churn patterns and root causes across multiple dimensions
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Customer Segmentation
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Performed detailed customer segmentation analysis by age, contract type, payment method, and service usage patterns
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Issue Categorization
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Systematically categorized and analyzed service issues identifying 4 primary churn drivers through statistical analysis
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Dashboard Development
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Created comprehensive Power BI dashboards for real-time churn monitoring and proactive customer retention tracking
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Strategic Recommendations
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Developed 8 actionable strategic recommendations for customer retention and service quality improvement initiatives
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Stakeholder Communication
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Presented findings and recommendations to executive leadership with data-driven insights for business decision-making
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Analysis revealed significant churn driven by competitive offers and pricing pressures, particularly affecting long-term customers eligible for competitor promotions.
Customer service call data identified recurring service quality problems, including network coverage gaps, billing discrepancies, and support response times.
Contract flexibility and terms emerged as significant factors, with customers seeking more flexible arrangements and shorter commitment periods.
Specific issues related to unlimited data plans, including throttling concerns and service limitations, contributed disproportionately to churn rates.
The implementation follows a phased approach focusing on immediate high-impact improvements while building long-term retention capabilities. Priority actions include enhancing customer support processes, addressing unlimited data plan issues, and implementing proactive monitoring systems for continuous improvement.
Data-Driven Retention: This detailed analysis reveals that customer churn is driven by a mix of competitive pressures, service quality, contract terms, and plan-specific issues. By focusing on targeted strategies—especially in enhancing support, incentivizing longer commitments, and addressing specific issues related to unlimited data plans—the company can work towards lowering churn rates and improving overall customer satisfaction.
Continuous Improvement: Implementing these recommendations, supported by continuous monitoring through dashboards like this one, will help create a proactive and data-driven approach to customer retention. The established analytics framework enables ongoing identification and resolution of emerging customer service issues.
