Business Case

Improve customer satisfaction in terms of the billing process and response times.

Key Insights

• A high trending number of billing questions could indicate a disconnect between customers and the call center regarding the overall billing process.
• A low average satisfaction score could potentially indicate issues within customer service as a whole and would need further investigation to determine other areas of disconnect.

Impact

• Recognizing some of the key insights such as the high trending number of billing questions means that we can isolate and target that issue with its own solution. One of these solutions potentially is to gather enough data on what the most common questions are and create an "FAQ" or Frequently Asked Questions page.
• Another impact of recognizing these trends such as a low average satisfactory score, is that we can then create a survey giving customers the opportunity to voice their concerns and comment on what can be done to improve their overall satisfaction. I.E. Better customer service, longer time spent on the phone with customers, making sure customers are being directed to the appropriate department.

The purpose of this dashboard is to give a high overview of the call center's productivity and performance. This project shows the call center's KPIs in a simple and clear visual. Billing questions make up the majority of the calls that are received while the majority of the calls come from Texas and California. One can infer that this is due to the population size of both states being significantly larger than the rest.