Call-center analysis- Power BI
About this project
The Call Center Analysis project, undertaken as part of my internship at PricewaterhouseCoopers (PwC), focused on leveraging the capabilities of Microsoft Power BI to extract actionable insights from call center data. This internship project aimed to address critical business challenges faced by our client, enhancing their decision-making processes and overall operational efficiency.
Project Objectives:
Data Integration: Gather, clean, and consolidate call center data from diverse sources, including call logs, CRM systems, and customer databases.
Power BI Utilization: Utilize Microsoft Power BI as the primary tool for data analysis, visualization, and reporting.
Performance Metrics: Identify and track key performance indicators (KPIs) such as call volume, response times, agent productivity, and customer satisfaction.
Dashboard Development: Create intuitive and interactive dashboards that provide real-time insights into call center operations.
Trend Analysis: Analyze historical data to uncover trends and patterns, enabling data-driven decision-making.
Expected Outcomes:
The Call Center Analysis project aimed to deliver the following outcomes:
Improved Decision-Making: Equipping the client with data-driven insights to make informed decisions.
Enhanced Efficiency: Identifying operational bottlenecks and areas for improvement to boost overall call center efficiency.
Cost Reduction: Optimizing resource allocation and scheduling to reduce operational costs.
Enhanced Customer Experience: Addressing customer concerns more effectively through agent performance tracking and feedback analysis.
Proactive Issue Resolution: Detecting and addressing potential issues before they escalate, leading to higher customer satisfaction.
Predictive Insights: Anticipating call volume fluctuations and aligning resources accordingly.
