The Power BI dashboard provides a 360-degree view of call center operations, focusing on key performance indicators (KPIs) such as total calls, resolution rates, agent performance, customer satisfaction, and topic-wise analysis. It helps in identifying areas of improvement and optimizing call center efficiency.
Data Collection:
As part of my virtual internship with PwC Switzerland, I was provided with a dataset to complete this project. The dataset consists of 10 columns and 5001 rows, including details such as Call ID, Agent, Date, Time, Topic, Answered (Y/N), Resolved, Speed of Answer, Average Talk Duration, and Satisfaction Rating.
Data Cleaning & Preparation:
Using Power BI, I carried out various data cleaning processes, such as:
- Replacing null values with 0 where appropriate.
- Standardizing response values in the Answered and Resolved columns.
- Adjusting the data format for Avg. Talk Duration and Time columns.
These steps ensured the dataset was refined and ready for analysis.
KPIs & Measures Created:
Several DAX measures were implemented to evaluate performance, including:
- Calls with star ratings 4 and 5: Count of ratings between 4 and 5.
- Total Calls Answered & Unanswered: Aggregating call responses.
- Overall Customer Satisfaction: Derived using a percentage formula.
- Weekday Segmentation: Categorizing calls based on the day of the week.
Key Insights from Each Page
- Total Calls: 5000 calls received.
- Resolution Rate: 3646 calls (about 89.94%) were successfully resolved.
- Call Rejection Rate: 18.92% (946 calls rejected).
- Average Answer Speed: 67.5 seconds.
- Topic-Wise Performance:
- Streaming has the highest number of calls.
- Technical Support has the highest number of unresolved calls.
- Contract-related issues have the lowest resolution rate.
Insights: The technical support team may need additional resources or training to improve their resolution rate. The high rejection rate suggests that optimizing call handling processes could be beneficial.
- Top Performing Agent: Jim (Highest number of calls answered).
- Highest Customer Satisfaction Rate: Dan.
- Lowest Performing Agent: Stewart (lowest call resolution rate).
- Average Call Handling Time per Agent:
- Fastest Answering Agent: Diane (52.4 seconds).
- Longest Call Duration: Dan (191.01 seconds).
Insights: Stewart may need coaching to improve performance, while Jim is handling the most workload. Monitoring call duration trends can help in balancing workload among agents.
- Overall Satisfaction: 40.46% customers are satisfied.
- Total Calls with 4 & 5 Star Ratings: 2023.
- Agents with Highest Satisfaction:
- Dan: 2.85 rating.
- Becky & Jim: 2.76 rating.
- Topic-Wise Satisfaction:
- Payment-Related Calls have the highest satisfaction.
- Contract-Related Issues have the lowest satisfaction.
Insights: Improving contract-related service processes and training agents on handling contract-related queries better can improve overall satisfaction.
Reduce Call Rejection Rate: Investigate why 946 calls were rejected and implement a strategy to minimize rejections.
Improve Technical Support Performance: Additional training and resources may be needed to handle complex issues efficiently.
Balance Workload Among Agents: Distribute calls more evenly to avoid burnout and improve response times.
Enhance Customer Satisfaction for Contract-Related Issues: Identify pain points in contract processes and streamline resolution strategies.
The Power BI dashboard enables real-time monitoring of call center efficiency, helping managers make data-driven decisions to optimize agent performance, enhance customer satisfaction, and improve overall operations.