Pwc Switzerland Power BI virtual case experience - Call Centre Trends
Call Centre trends Dashboard
About this project
Business request
Analyze call centre data to identify trends and patterns. Develop strategies for improving call centre efficiency and customer satisfaction. Conduct research on best practices in call centre management and propose recommendations for process improvement. Present a dashboard highlighting your learnings and recommendations for the call centre.
Task List
KPIs demanded:
Overall customer satisfactionOverall calls answered/abandonedCalls by timeAverage speed of answerAgent’s performance quadrant -> average handle time (talk duration) vs calls answered
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