Call Centre Trends Dashboard

This project represents the initial task in the PwC Switzerland Power BI Virtual Case Experience Program, facilitated by Forage.

Objective:

To give you a background of the task, a call centre manager has sent a dataset comprising call centre data for Q1 and wants an overview of the long-term trends in customer and agent behaviour. My job was to create a dashboard that highlights all the relevant KPIs.

KPIs to be delivered

• Overall Customer Satisfaction
• Overall calls answered/abandoned
• Calls by time
• The average speed of an answer
• Agent’s Performance Quadrant

Here is the breakdown of my thought process

Data Extraction Process:

In this project, Power BI's Power Query ETL (Extract, Transform, Load) feature was utilized to import data in CSV format.

Data Cleaning & Validation Process:

After loading the data into the Power Query Editor, various enhancements were applied, such as updating data types, adding columns, and replacing values, to streamline the data analysis process.

Data Modelling Process:

Subsequently, the refined data was loaded into the Power BI canvas for effective modelling. As the dataset comprised a single table, extensive data modelling was unnecessary.

Data Analysis & Visualization Process:

A set of calculated columns and measures were developed to facilitate KPI analysis and effectively visualize the insights. The results were then showcased through an informative dashboard which included cards, charts, and graphs.

The static image of the dashboard is revealed below. (Click on the image to view it.)

Please feel free to share your feedback on my work.