Preventive complaint analysis
Predict and prevent customer complaints
Preventive Complaint Analysis predicts where customer complaints might arise and stops them from happening by prioritizing network optimization. It first identifies underlying links between complaints and network performance and forms a set of prediction rules.
This gives you enhanced information on complaints triggered by network or service related performance issues.
Using this information, you can predict where complaints might arise and take action to avoid them occurring in the first place. You can also predict which cells are most likely to be the source of future complaints. Overall, you can now focus attention where it is most needed and prioritize the actions to take.
With more than 20 million customers, a leading mobile operator has substantially increased the number of customer complaints solved in the first call and reduced service-related complaints by 38 percent.