MainTrax builds customized libraries designed to address a wide range of unique business problems.  One such case:

Identifying which customers appeared to be on the verge of churning.

Determined to identify as many profitable customers as possible, MainTrax built an “At Risk” library that’s been adapted for numerous telecommunications companies.  In one recent case, MainTrax delivered a customized library of 3,000 “At Risk” keywords and phrases (organized in eight categories and 34 sub-categories) to be embedded within the telecommunications company’s speech recognition system.

. . .  and who is NOT likely to churn.  During multiple iterations of the process, MainTrax analysts noticed that not all calls that started off as “At Risk” ended that way, so as a counterbalance, MainTrax also developed a separate library of keywords and phrases that indicated that the customer was satisfied with the outcome of the call.

Ranking which individuals were most likely to churn.

In order to rank which individuals would be most likely to churn, MainTrax customized a complex set of rules-based scoring algorithms which gave consideration to:

The power of each phrase. “Shopping around” carried more weight when the customer mentioned the competitor by name.

How often each phrase is repeated within the same call. There was a diminished return when it came to obscenities.

Where within each call the phrase occurs. “I’ll have to think about it” toward the end of the call was deemed especially meaningful.

After having conducted a thorough analysis, one MainTrax client recently concluded that the customized “At Risk” library and scoring methodology was a remarkably strong predictor of churn.  “This beats all of our propensity models,” MainTrax’s client claimed.

By knowing which individual customers should be considered “At Risk” within 24 hours of the time they called, the telecommunications company reduced its churn rate by reaching those with the highest scores at a critical point when they were making a potential decision to switch or discontinue service.

Contact MainTrax today to discuss a free evaluation.