CALL CENTER TREND ANALYSIS

"As part of my virtual internship with PwC, I created 'Call Center Trend Analysis' dashboard. The primary aim of this analysis is to provide valuable insights into the following areas:

1. Customer Satisfaction Trends: Analyze and visualize overall customer satisfaction over time to understand how it has evolved.
2. Call Handling Performance: Examine key call center metrics, including the total number of calls answered and the number of abandoned calls by callers.
3. Agent Activity by Time: Gain insights into the number of calls handled by calling agents during different time intervals.
4. Response Time Efficiency: Evaluate the average speed at which incoming calls are answered to ensure prompt service.
5. Agent Performance Quadrant: Use a performance quadrant to assess agents' effectiveness by comparing their average handle time (talk duration) to the number of calls they have successfully answered.
6. Call Issue Analysis: Investigate the topics or issues discussed during calls to identify common themes and areas requiring attention.
7. Resolution Rate: Track the number of resolved calls to gauge the effectiveness of issue resolution efforts.

These insights collectively provide a comprehensive view of call center operations and customer interactions, enabling data-driven decision-making for improved performance and customer satisfaction."