federicozukierman / call-centre-trends-pwc

Creation of a dashboard in Power BI reflecting all relevant Phone Now Call Centre's Key Performance Indicators (KPIs).

Briefing

It’s omnipresent: telecom marketing. Better price here. Better service there. Best for small businesses here. Best for young urbanites there. But what do customers really want? Our client, a big telecom company needs to know. This email just arrived for me:

The task 🛠️

Create a dashboard in Power BI that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset. The Call Centre Manager is looking for an accurate overview of long-term trends in customer and agent behaviour.

My solution 👨🏻‍💻

After cleaning and modelling the data to a star schema, my solution was to create a dashboard that answered the KPIs, focusing on the following points:

🟢Overall calls answered, abandoned, and resolved

🟢Calls sorted by topic

🟢Call volume per month

🟢Customer satisfaction rating

🟢Agent’s performance quadrant

As part of my PwC Virtual Internship, I created a dashboard in Power BI for Claire that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset.

Here you can find the link to the dashboard 👉 https://bit.ly/3mFrW0s