PhoneNow | Churn insights

PhoneNow a telecom company wants to gain transparency and insight into the data at the Call Centre. The focus is on customer retention, with an emphasis on proactive rather than reactive measures. The aim is to identify customers at risk of termination in advance, rather than reaching out after they have terminated the contract

Skills Utilized:

  • 1. Python to automate the data cleaning process.
  • 2. Pivot Table that summarizes the customer data by different categories, such as customer segments, churn status, etc.
  • 3. DAX to create custom measures and calculations, such as average revenue per user, customer acquisition cost, etc.
  • 4. Leveraged Power BI for creating impactful visualizations.

    • Key Insights :

    By this project we aim to create a clear and actionable dashboard that provides valuable insights into customer behavior, services usage, and account information. With this dashboard, our management team will be empowered to make informed decisions to enhance customer retention efforts and ensure long-term satisfaction.

    few of my takeaways:

    Customer Overview:

    • Total Customers: 7,043
      • Gender Distribution: 3,555 Males & 3,488 Females
      • Revenue Earned: $16.1M
    • Demography:
      • Senior citizens 25%
      • 16% of them is with their partners
      • 17% are Dependants
    • Tenure:
      • Subscribed for < 12 months: 24%
      • Contract Type: Majority on month-to-month
    • Internet Service:
      • Fiber Optic Users: Most common (44%)
    • Customer Retention: 73.5% (5,174)

    Churn Overview:

    • Total Churned: 1,869 (26.5%)
      • Recent Churn: 380 last month
      • Revenue Lost: $2.9M
    • Gender Impact: Male with 49.28% on other hand Female with 50.72%
    • Tenure Impact:
      • < 12 months: 1,037 churned
      • 61-72 months: Only 93 churned
    • Contract Impact: 89% had month-to-month contracts
    • Service & Charges Impact:
      • High Charges: 1,274 churned
      • Fiber Optic Users: Highest churn rate

    Key Churning Factors:

    • Predominantly young customers
    • Short-term tenure (< 12 months)
    • Month-to-month contract holders
    • Fiber optic subscribers

    Customers Overview

    Delve into the Dashboard's Analysis in this section.

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    Churn Analysis

    Gain insights from the Dashboard's comprehensive analysis in this section.

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