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Strategies to Minimise Involuntary Churn

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.

Price: EUR 2,500.00 / GBP 2,000.00

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Table of Contents

1
Overview
1
2
Introduction
2
3
Understanding Involuntary Churn
3
3.1
Churn Definitions
3
3.2
Operator Measures of Involuntary Churn
3
3.3
The Scale of the Problem
5
3.3.1
Post-paid Trends
5
3.3.2
Quantifying Involuntary Churn
7
4
Drivers of Involuntary Churn
9
4.1
Drivers Overview
9
4.2
Credit Levels
9
4.3
'When Good Customers Go Bad'
10
4.3.1
Billing
10
4.3.2
Data Services
10
4.3.3
Roaming
11
4.4
Revenue Assurance and Debt Management
12
4.4.1
Level of Acceptable Debt Write-off
12
4.5
Strategic Change in Customer Base
12
4.6
Economic Conditions
13
5
Minimising Involuntary Churn
14
5.1
Debt and Credit Management
14
5.1.1
Collection
14
5.2
Risk Models
15
5.2.1
Competing Risks
15
5.3
Fraud Control
16
5.3.1
Technical Fraud
16
5.3.2
Subscription Fraud
17
5.3.3
Handset Fraud
17
5.4
Prepay Real Time Control
17
5.5
CRM
17
5.5.1
Proactive Customer Retention Strategies
17
5.5.2
Improvements in Channel Sales
18
6
Taking an integrated approach
19
6.1
Strategic challenges
19
6.2
Revenue Assurance
20
7
Findings and Recommendations
23