Churn Analysis in Telecommunication Industry using Machine Learning Techniques

Abstract

Customers are the most important pillar of an organizations success hence every company emphasize on giving satisfaction of its services to the customers. As the telecommunication and the information technology sector is growing the number of companies are increasing hence there is a stiff competition in the market. The increasing rivalry among firms has compelled the companies to take the issue of churn seriously in present years. Churn happens when the customer leaves the organization for another company due to advantages like good services, less prices which the other company provides. Since the cost of acquiring new customers is higher than cost to retain the current customers hence the churn analysis becomes an important part to study and get predictions of the possible and potential customers who can churn in the future. The agenda of this work is to predict customer churn using methodologies of machine learning with data analysis. In this work the use of decision tree, k-nearest neighbour, support vector machine is done. Kaggle website is used for dataset purposes.