Results are announced here.
Your results appear here.
Estimates for planning only. Not financial, legal or staffing advice.
How to calculate churn rate
Monthly churn = subscribers lost in the month ÷ subscribers at the start of the month × 100
Annual churn = 1 − (1 − monthly churn as a decimal)12
Use subscribers at the start of the month as the base, so new connections during the month do not hide losses. Annual churn compounds the monthly rate, because each month’s losses come from a smaller base. Average customer lifetime is 1 ÷ monthly churn, in months.
Example: 25,000 of 1,000,000 subscribers lost in a month is a 2.5% monthly churn. Over a year that compounds to 26.2%, and the average subscriber stays 40 months.
What a retention call is worth
A subscriber you keep keeps paying, but can still leave later. The calculator counts the revenue of the saved subscribers over the next 12 months, with each month’s churn applied to them as to everyone else, so the figure does not assume they stay forever.
Where AI voice agents fit in retention
- Contact subscribers who show churn signals, such as falling usage or a failed payment, and who agreed to be contacted, within the rules that apply to you.
- Offer the plan or bundle your rules allow, and pass the subscriber to an agent when the case needs a person.
- Check in with new subscribers in their first weeks to confirm the service works for them.
Frequently asked questions
How do you measure churn rate?
Divide the number of subscribers who left during a period by the number of subscribers at the start of that period and multiply by 100. Count the same period for both numbers, usually a month.
How do I convert monthly churn to annual churn?
Annual churn = 1 − (1 − monthly churn)^12. With 2.5% monthly churn, 0.975 to the power of 12 is about 0.738, so annual churn is about 26.2%, a bit less than 12 × 2.5%.
What does a 20% churn rate mean?
It means one in five customers at the start of the period left during that period. Whether that is high depends on the period: 20% a year and 20% a month describe very different businesses.
What is the difference between churn rate and retention rate?
They are two sides of the same number for a fixed group of customers: retention rate = 100% − churn rate. A retention rate that counts new customers gained during the period uses a different formula and is not simply the opposite of churn.
How can a telecom operator lower churn?
Find the subscribers at risk early from usage, billing and complaint data, contact those who agreed to be contacted before they decide to leave, and fix the reasons that come up most often in those conversations, such as coverage, price or billing errors.