1. ITAU Credit Cards Projectum
26th World Continuous Auditing and Reporting Symposium Rutgers University
January 2013

2. Overview
Scenario: Clients call the bank asking for a reduction of their card fees. Bank representatives offer discounts to clients to retain their accounts.
Data:
Retention Database:
Each record represents a customer call
Include information related to calls: call time, discount, clients, agents…
195,694 records
Time frame: January, 2012
VBA Database:
Each record represents an account
Include various information related to clients, accounts
60,309,524 records
Time frame: July, 1980 to March, 2012

3. Summary of tasks we have done
Calculate and examine the amount of discount
Examine the call time， its relationship with bank representatives, its distribution in different Polos, and its relationship with discounts
Analyze the frequency of bank representatives
Investigate the relationship between Polos and discounts
Test the relationship between card type and discounts
Merge the retention dataset with VBA dataset to analyze the successful retention rate and its relationship with other factors (discount, call time, card age…)
Investigate what factors affect whether clients call in or not

4. Accomplished Objectives
Find cases when representative offers the greatest discount possible.
Analyze successful customer retentions
Generate descriptive statistics for representatives, polo, product, etc
Analyze duration of calls and their effects on retention

5. Audit analytics in the future
We plan to estimate the most suitable discounts for customers in order to help the bank optimize its profit and retain as many customers as possible
We plan to detect customers bringing low or negative profits, and build a model to predict whether a new customer will bring low profit or not
Some customers tend to ask high discounts. These customers may decrease the profit of the bank. We plan to predict customers who are likely to ask for high discounts by analyzing customers’ profiles and financial status