A Robust Systematic Approach for Ensuring Optimal Telecom Service Delivery

Abstract

Ensuring a high degree of customer satisfaction is critical to the success of telecom companies in maintaining or increasing market share. Using churn prediction as an indicator of customer satisfaction, we present a robust system that allows telecom companies to gauge the perceived quality of service delivery. The system employs a novel approach known as the churn drift detection method (CDDM), which can effectively predict customer churn by simultaneously addressing the interdependent problems of concept drift and class imbalance in raw data. We have applied CDDM to the call detail record (CDR) of a south Asian telecom company for churn prediction. By measuring criteria like prediction error and detection delay, experiments have shown that on average, CDDM gives 3 percent less prediction error, 50 percent less detection delay, and almost 1-2 percent better evaluation time than existing techniques.

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