Call Center Trends

This project aimed to create a dynamic and data-driven dashboard for call center managers, providing immediate insights into key performance indicators (KPIs) and trends. Built with Power BI, the dashboard empowers managers to make informed decisions and optimize call center operations.

Key functionalities:

1. Overall Customer Satisfaction: Real-time monitoring of customer satisfaction ratings allows managers to identify improvement areas and track satisfaction trends over time.
2. Calls Answered/Abandoned: Visualize the total number of calls received, answered, and abandoned, helping managers understand service levels and identify staffing needs.
3. Calls by Time: Analyze call volume patterns throughout the day, week, or month, enabling strategic scheduling and resource allocation.
4. Average Speed of Answer: Track the average time it takes to answer calls, highlighting opportunities to improve response times and caller experience.
5. Agent Performance Quadrant: Analyze individual agent performance based on two key metrics: average handle time (call duration) and number of calls answered.

Conclusion:

• As we see there has been a noticeable decline in the number of calls in the last 3 months.
• Jim was the highest agent who received the maximum number of calls and was able to answer and solve them.
• Stewart was the least agent to receive the least number of calls.
• The average satisfaction rate was 3.4 out of 4.5.

Built with Power BI, the dashboard empowered managers with real-time insights to optimize staffing, prioritize resources, and improve customer experience. After seeing the analysis and the insights the managers took these decisions.

• Improved agent performance through targeted training programs.
• Enhanced customer satisfaction by addressing specific pain points.
• Optimized call center efficiency by identifying and resolving operational bottlenecks.