Abstract

This caselet discusses Airtel’s efforts to control churn rate of customers. It gives details on various technologies utilized by the company to bring about improvement in its customer service. It also discusses the value added services offered by Airtel to retain its customers.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Churn in telecom services
• Methods to control churn
• and Need for Value added services in telecom.

Keywords

Airtel, Bharti, Cellular Service, Churn, Tariff Plans, Software, Data Warehousing, Billing, Value Added Services