PhoneNow Dashboard Performance: Visualizing Call Centre Trends

Introduction

I created a dashboard to complete a task from the PwC Switzerland Virtual Experience Program: Power BI at On the Forage platform that is designed for Virtual Work Experience Programs, I was tasked with creating a dashboard for Claire, the Call Centre Manager at PhoneNow, to analyze long-term trends in customer and agent behavior.

Background

The importance of data-driven decision-making cannot be overstated. As organizations strive to remain competitive, understanding trends and patterns in customer and agent behavior is crucial. Claire, the Call Centre Manager at PhoneNow, reached out to me with a request for transparency and insights into the call center's data. She sought an accurate overview of long-term trends to facilitate discussions with management.

The Task

Claire's request was clear and concise:

"I'm looking for transparency and insight into the data we have here at the Call Centre. What I'm after is an accurate overview of long-term trends in customer and agent behavior."

To achieve this, I needed to create a dashboard in Power BI that reflected all relevant Key Performance Indicators (KPIs) and metrics in the dataset. Claire's request was a unique opportunity to leverage my skills and provide actionable insights.

Data Analysis and Visualization

The first step in this project was to analyze the provided dataset, which included information about calls answered and abandoned, speed of answer, call durations and overall customer satisfaction.

The challenge was to create compelling visualizations that would make the critical aspects of the data transparent and accessible.

Dashboard Design

Designing an effective dashboard requires careful consideration of layout and visualization choices. I opted for a clean and intuitive design, making use of a unified color scheme to ensure readability. The dashboard featured interactive elements that allowed Claire to drill down into specific time frames and metrics.

The dashboard was organized to showcase the following KPIs:

1. Overall customer satisfaction trends.
2. Total calls were answered and abandoned.
3. Calls categorized by week periods.
4. Average speed of answer trends.
5. Agent performance quadrant, comparing average talk duration vs. calls answered.

Conclusion

The PhoneNow Dashboard Performance project was an enriching experience that allowed me to apply my data analysis and visualization skills to real-world business challenges. The resulting dashboard provides Claire with the tools she needs to engage in meaningful discussions with management and make data-driven decisions.

In today's data-driven world, the ability to transform raw data into actionable insights is a valuable asset. This project exemplifies the power of data visualization in facilitating informed decision-making.