Who Should Attend?

People from Marketing, IT, Business intelligence units responsible for reporting, analyses and business intelligence. Managers in various processes considering process improvement (time, efficiency, costs) via advanced data processing techniques.

Course Scope

1. Data mining overview.
   
   • Role of KPI in organization.
2. Data Mining applications within the Telco company.
   
   • Call center traffic management.
     - Traffic analysis.
     - Traffic forecasting.
     - Key traffic factor identification.
     - Peaks handling.
   • Segmentation.
     - Idea of segmentation.
     - Methods of segmentation.
     - Optimization of segments.
     - Typical segments in Telco.
     - Estimating the effects of segmentation.
     - Segmentation implementation and maintenance.
   • Customer Migration (Churn) and churn prevention.
     - Churn classification.
     - Identification of most churn-risky customers.
     - Action / no action decision.
     - Anti-churn offer calculation.
     - Measurement of anti-churn campaigns.
   • Cross-selling + up selling.
     - Target groups identification.
     - Target groups preparation.
     - Exclusions managements.
     - New products selling.
     - Sells efficiency improvement.
   • Credit scoring and collection process improvement.
     - Entry scoring techniques.
     - Scoring as a part of decision tool.
     - Credit control optimization.
     - Collection segmentation.
     - Credit control and collection strategies improvement.
     - Monitoring the effects of strategy modifications.
   • Staff optimization.
     - Staff efficiency monitoring.
     - Tasks transfer for cost and efficiency improvement.
     - Forms of employment management.
     - Rotation reduction.
     - Trainings optimization.
   • Processes optimization.
     - As- is process visualization.
     - Process description by numbers.
     - Identification of critical elements of process.
     - Possible places of improvement.
     - To-be process design and numbers evaluation.
     - To-be process  implementation.
   • Cost optimization.
     - Assigning costs to employees, units and processes.
     - Profit and loses analysis.
     - Profit centers and cost centers identification.
     - Cost optimization vs. company strategy.
     - Segmentation and segment based approach to cost optimization.
3. Simple and Advances Data Mining techniques.
   
   • Data preparation.
   • Aggregates + Reports +MsOffice.
   • Typical out-layers in Telco data.
   • Correlations.
   • Decision Trees.
   • Artificial intelligence.

Course Objectives

To present an overview of various data operation techniques applied to main cost and profit generating processes: churn reduction, up- and cross- selling, entry scoring, collection process, Call Centre optimization, market segmentation, processes measuring and improvement. Data accusation techniques and methodology is described. Practical examples from Telco business are shown. The course is supplemented by the overview of the advanced mathematical data mining techniques.

Pre-requisites

No specific prerequisites are required, but experience in one of the following areas would be helpful:

• Data manipulation.
• Business analyses.
• Reporting and programming.
• Business intelligence.

Training Structure

Four days training divided into logical sessions.

Methodology

Instructor led training.