Power BI Virtual Case Experience (PwC | Forage)

Overview:

• Carried out comprehensive analyses of Call Center Trends, Customer Retention, and Diversity & Inclusion through three distinct case studies.
• Examined over 12,000 rows of data in total.
• Designed three different dashboards using Power BI to visualize the results.

1. Call Center Trends

Key Findings:

• Analyzed the overall satisfaction rate and the ratings for each agent
• Percentage of calls answered and whether the issue was resolved or not
• Speed of answer and average talk duration

2. Customer Retention

Key Findings:

• Approximately 26.5 % of customers were at risk
• Among the customers at risk 25% were senior citizens
• Majority of these customers did not have dependents or partner. They also do not have online backup or online security.
• Average tenure rate of customers at risk was 16 months and they mostly had month to month contract type.

3. Diversity and Inclusion

Key Findings:

• Analyzed the gender gap at work based on Job level, Nationality, New hire, promotions and count of leavers.