Call Center Trends - POWER BI

The Call Center Trends Analysis project aims to leverage Power BI to provide comprehensive insights into the performance and operations of our call center. This project is designed to help our organization make data-driven decisions, improve customer service, and optimize our call center operations. By analyzing historical data, we can identify trends, bottlenecks, and areas for improvement within our call center.

Project Objectives:

Data Collection: Collect and integrate data from various sources within the call center, including call logs, customer interactions, agent performance metrics, and customer feedback.

Data Preparation: Clean, transform, and format the collected data to make it suitable for analysis within Power BI.

Dashboard Creation: Create interactive and visually appealing dashboards and reports in Power BI that provide a real-time and historical overview of call center performance. Key metrics and KPIs to be included are:

• Average call handling time
• Call abandonment rate
• Customer satisfaction scores
• Agent performance metrics (e.g., call volume, response time, resolution rate)

Trend Analysis: Use Power BI's analytical capabilities to identify trends and patterns in call center data. This may include seasonal variations, peak call hours, and recurring customer issues.