ISE Students’ Research on Customer Attrition in the Telecommunications Industry Recognized by Aviana Global

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A project examining customer attrition in the telecommunications industry led by a group of students from USC’s Daniel J. Epstein Department of Industrial and Systems Engineering has been recognized by Aviana Global’s Nemesis Student Research Competition.

The team, comprised of USC Viterbi students Cecilia (Yichun) Hu, Yayun Tian, Yilin Jia and Qiuhao Yu, was awarded second place in the 2021 competition.

The project harnessed Aviana’s Nemesis business solution platform to conduct research, which aimed to uncover the reasons behind customer attrition in the telecommunications industry and provide business insights and recommendations to companies.

Hu said that the team conducted exploratory data analysis, predictive modeling using machine learning and data visualization to deliver their insights. They looked at factors related to customer churn, such as customer service quality and customer engagement.

“Customer service quality can be measured through the duration and numbers of customer support calls and customer engagement is measure through the number and duration of calls per month,” Hu said. “To better come up with a customized campaign, we segmented customers by their credit level and found that it will be more efficient to target customers with higher credit levels than those with lower credit levels.”

Hu said that the research project allowed the team the hands-on opportunity to put their course content to practical use.

“We felt extremely honored that our work is recognized by Aviana,” Hu said. “It was also a fulfilling experience, as we applied all we learn through the ISE program outside of class.”

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