In today’s competitive telecom industry, call centers play a vital role in ensuring customer satisfaction and operational efficiency. PhoneNow, a telecom company, wants to analyze its call center performance to gain transparency into customer interactions, agent productivity, and key service metrics. Claire, the Call Centre Manager, has requested a Power BI dashboard to visualize critical trends and support management discussions.
#Problem Statement
The call center at PhoneNow faces challenges in monitoring and understanding key performance indicators (KPIs) related to customer interactions. The management needs:
❖ A clear view of overall call trends (answered, abandoned). ❖ Insights into customer satisfaction and service efficiency. ❖ Analysis of agent performance based on key metrics. ❖ Trends over time to identify improvement areas. ❖ To address this, a Power BI dashboard will be designed to present actionable insights, helping Claire and her team make data-driven decisions.
- Data cleaning, transformation, and modeling
- Visualization using Power BI
- Business insights generation
To develop the dashboard, the following data points and KPIs will be analyzed:
a) Call Performance Metrics
Total Calls Answered vs. Abandoned: Understanding customer reachability. Calls by Time Intervals: Identifying peak hours for better resource allocation. Average Speed of Answer: Evaluating customer wait time.
b) Customer Satisfaction
Satisfaction Score Trends: Tracking overall customer feedback. Call Resolution Rate: Measuring first-call resolution success.
c) Agent Performance Analysis
Agent’s Performance Quadrant:
X-Axis: Average Handle Time (Talk Duration). Y-Axis: Calls Answered. This helps identify high-performing and low-performing agents. Agent Efficiency Score: Measuring workload and productivity. The Power BI dashboard will incorporate interactive visuals such as bar charts, line graphs, and heat maps to highlight patterns and support decision-making.
