Customer Support - Call Analysis

The goal of this project is to analyze customer support calls and provide insights into call duration, call frequency, customer satisfaction, and agent performance. The analysis will focus on various parameters such as call duration by request and by branch, service agent, customer since, account holder branch, call duration by account holder branch, calls by work shift, and calls by account type.

Visuals:

1. Call Duration - by request - by branch: This visual will provide an overview of call duration by request and by branch. It will help in identifying the branches that are experiencing longer call durations and the types of requests that require more time.
2. Service Agent: This visual will track the performance of service agents and provide insights into their productivity, call handling time, and customer satisfaction ratings.
3. Customer Since: This visual will provide information about the customer's tenure with the company and identify any patterns related to call frequency and customer satisfaction.
4. Account Holder Branch: This visual will provide information about the branch where the account holder is based and help identify any regional patterns related to call frequency and customer satisfaction.
5. Call Duration - Account Holder Branch: This visual will provide information about the call duration for each account holder branch, helping to identify any branches that require additional support or training.
6. Calls - Work Shift: This visual will provide insights into call frequency by work shift, identifying any peak times and patterns related to call volume.
7. Calls - Account Type: This visual will provide information about call frequency by account type, identifying any trends related to the types of accounts that require more support.

Based on the analysis, we will provide recommendations for improving customer support processes and agent training programs to reduce call volume, increase customer satisfaction, and optimize resource utilization.