Churn Propensity

Churn propensity prediction provides insight to agents on the propensity for a customer to churn. It is based on the churn propensity score and displayed on the spotlight in the different dashboards. There are 5 status indicators: very low, low, medium, high, and very high.

As an agent you can:

1. View the churn propensity indicator displayed on the Spotlight panel of the Customer 360, Billing Care, or Order Care dashboards to understand the likelihood of a customer moving to a different provider.
   Note: The tenant configuration specified by the application administrator determines whether the churn propensity indicator is enabled or not. See Configure Tenant topic in the Implementing Care Experience guide.
2. Modify interaction with customers based on their likelihood to churn.
   • High Propensity to Churn: Agents can focus on why a customer might be looking to churn and address these issues wherever possible such as outstanding service issues that need to be resolved, move them to a different plan, upgrade their device, and renew their contract.
   • Low Propensity to Churn: Agents can focus on keeping the customer satisfied and proactively suggest upgrades, for example.
     Note: The churn propensity indicator is not displayed when there is no data available for the customer.