Currently for large corporations, customer attrition is a big issue and in fact one of
the most critical issues. The overall success of the telecommunications business
resulting from adequate provision of service, value for money, loyalty, and
management of relationships is seen as customer satisfaction. The aim of this thesis
is to have segmented customers based on their historical contact with the call
center. The result can be further improved by using some algorithms that show how
reliable the expected model can be for customer satisfaction and how segmented it
can be. Another goal of the thesis is to aid Call Centers to have a better view of their
customers based on with their interactions with a purpose to increase customers’
satisfaction and loyalty. It will be defined how important the customer experience is
for the telecommunication companies, what factors can amplify the customer
dissatisfaction and what impact those factors can have to the brand perception
overall.
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