Call Centre - Analysis

📊 Created a Power BI dashboard for Call Center Manager. 🔍

👥 Overall Customer Satisfaction, Calls Answered/Abandoned, Calls by Time, Average Speed of Answer, Agent Performance Quadrant (Average Handle Time vs. Calls Answered).

🔧 Used Power Query Editor for data cleaning and modeling. 🧹

🔍 Dataset: Raw Excel data from PwC Virtual Internship by Forage.

📝 Steps:

1️⃣ Imported dataset into Power Query Editor.

2️⃣ Replaced null values with 0. Changed data type of 'Time' and 'Date' columns to time.

3️⃣ Created measures using DAX functions.

📊🔎✅

📊 Power BI Insights from Data :

1. 📞 Total Calls: 5000 calls in the period. Provides baseline for analysis.

2. 🚫 Call Rejection Rate: 18.9% of calls rejected. Investigate reasons for improvement.

3. ☎️ Call Answer Rate: 81.1% calls answered. Monitor for operational efficiency.

4. 🌟 Top Agent: Jim excels in call resolution and performance metrics. Learn from his practices.

5. 😃 Avg. Satisfaction: Dan has highest customer satisfaction. Identify best practices to share.

6. 📊 Call Distribution by Topic: Analyze common issues, prioritize resources, address trends.

Overall, these insights highlight performance strengths and areas to improve. Further context-specific analysis needed for actionable conclusions. 📈🧐