Churn-Risk Outreach Automation

• Head of Retention
• Customer Value Management Manager
• Marketing Analytics Lead
• Broadband Business Head

By the time a customer requests a porting code or stops recharging, the retention window is short. The signals were often visible earlier, such as repeated call drops or slow speeds at home, an unresolved billing complaint, falling usage, a lapsed recharge or a competitor's offer mentioned on a support call, but they sit in different systems and the retention team works from a generic list.

We build a churn-risk and outreach workflow on top of your existing data. A scoring model combines usage trends, recharge and payment behaviour, network experience at the customer's usual locations, complaint history and signals extracted from support transcripts, and explains each score with its top reasons. Rules then decide the action: fix first for customers with an open network or billing issue, an offer from your eligibility engine for value at risk, or no contact for those likely to stay. Outreach goes through the customer's consented channel, whether WhatsApp, SMS, a voice agent or a human retention agent with a briefing card, after suppression and frequency checks. Holdout groups show whether outreach helped.

• Churn-risk scoring from usage, recharge, payment, network experience and complaint data, with reasons per customer
• Signals extracted from support call transcripts, chats and emails, such as competitor mentions
• Next-best-action rules: fix the open issue, offer from the eligibility engine, or do not contact
• Outreach across WhatsApp, SMS, voice agent and human retention agents with briefing cards
• Consent, DND preference, suppression and contact-frequency checks before every message
• Holdout groups and campaign reporting to measure the effect of outreach

1. 01Build featuresUsage, recharge, payment, network, complaint and transcript signals are combined per customer.
2. 02Score risk with reasonsEach customer gets a churn-risk score and the top reasons behind it.
3. 03Choose the next best actionRules pick fix-first, an eligible offer or no contact, and assign a holdout group.
4. 04Check consent and contact rulesConsent, DND preference, suppression and frequency caps are checked before any outreach.
5. 05Reach outHigh-value customers and those with open complaints go to retention agents; others receive WhatsApp, SMS or voice agent outreach.
6. 06Measure and learnOutcomes are compared with the holdout group and fed back into the model and rules.

1. Data
   • Data warehouse or CDP feeds
   • Network KPIs mapped to customer locations
   • Ticket and transcript signals
2. Modelling
   • Feature pipeline
   • Churn model with per-customer explanations
   • Signal extractor for transcripts and chats
3. Decisioning
   • Next-best-action rules
   • Offer eligibility API
   • Consent and suppression service
4. Engagement and measurement
   • WhatsApp, SMS and voice agent channels
   • Retention agent briefing in the CRM
   • Holdout and uplift analytics

Retention managers approve the action rules, offers and contact caps, and human retention agents handle high-value customers and anyone with an open complaint. Marketing and compliance review every message template before use.

• Data warehouse or CDP such as BigQuery or Snowflake
• CRM and campaign management
• Offer and eligibility engine
• WhatsApp Business API and SMS gateway with DLT templates
• Dialler for voice outreach

• No outreach without consent, preference and suppression checks
• Offers only from the eligibility engine
• Contact-frequency caps across all campaigns
• Outreach never delays or discourages a porting request
• Scores reviewed by segment and circle to catch skew

• Outreach respects TRAI commercial-communication rules, including customer preferences, registered headers and DLT templates for SMS.
• Retention activity does not interfere with porting requests, which must be handled as TRAI's mobile number portability rules require.
• Customer data use is designed to support DPDP Act 2023 purpose limitation and consent.

• Telecom & Contact Centres

  Outbound Sales Voice Agent with DND and Consent Checks

  An outbound voice agent that dials only numbers cleared against DND preferences, consent records and your opt-out list, pitches within approved scripts and logs every consent outcome.

• Telecom & Contact Centres

  Real-Time Agent Assist

  Live transcription and prompts on the agent's screen: the right knowledge-base answer, the next compliance step and a drafted call summary, so new agents handle complex calls with fewer holds.

• Telecom & Contact Centres

  Call QA and Compliance Auditing on Every Call

  Score every recorded call against your QA form and compliance script, in Hindi, Hinglish and English, so QA analysts spend their time on the calls that need a human ear.

• Capital Markets & Wealth Management

  Dormant Trading Account Re-Activation Campaigns

  Find out why trading accounts went dormant, fix KYC and access blockers first, and run consent-based, compliance-approved journeys that bring clients back without tips or inducements.