Call Center Performance Dashboard | PwC Power BI

The PwC Power BI Virtual Case Experience on Forage, I developed an interactive Call Center Performance Dashboard to enhance operational efficiency and customer experience. 🔍 Key Metrics & Insights: ✅ 5000 Total Calls – Understanding customer demand. ✅ 4054 Calls Answered – Measuring agent efficiency. ✅ 946 Calls Abandoned – Identifying service gaps. ✅ 3.40 Avg. Satisfaction Rating – Monitoring customer sentiment. ✅ 67.52 sec Speed of Answer – Evaluating response times.

📊 Dashboard Visuals & Their Impact: 📌 Agent Performance Quadrant (Scatter Plot) – Highlights top-performing agents & coaching opportunities. 📌 Calls by Topic (Pie Chart) – Categorizes customer inquiries for better issue resolution. 📌 Call Trends by Time of Day (Line Chart) – Helps optimize staffing during peak hours. 💡 Key Takeaways from the Project: 🔹 Data-driven workforce allocation to minimize call abandonment. 🔹 Enhancing customer support strategy based on common query topics. 🔹 Using Power BI’s visual analytics to make informed business decisions. 🔹 Leveraging automation & AI tools for improved customer experience.As part of the PwC Power BI Virtual Case Experience on Forage, I developed an interactive Call Center Performance Dashboard to enhance operational efficiency and customer experience.

🔍 Key Metrics & Insights:

✅ 5000 Total Calls – Understanding customer demand.

✅ 4054 Calls Answered – Measuring agent efficiency.

✅ 946 Calls Abandoned – Identifying service gaps.

✅ 3.40 Avg. Satisfaction Rating – Monitoring customer sentiment.

✅ 67.52 sec Speed of Answer – Evaluating response times.📊

Impact:

📌 Agent Performance Quadrant (Scatter Plot) – Highlights top-performing agents & coaching opportunities.

📌 Calls by Topic (Pie Chart) – Categorizes customer inquiries for better issue resolution.

📌 Call Trends by Time of Day (Line Chart) – Helps optimize staffing during peak hours.

💡 Key Takeaways from the Project:

🔹 Data-driven workforce allocation to minimize call abandonment.

🔹 Enhancing customer support strategy based on common query topics.

🔹 Using Power BI’s visual analytics to make informed business decisions.

🔹 Leveraging automation & AI tools for improved customer experience.

Skills: Microsoft Power BI · Power BI · Data Visualization · Data Cleaning · Data Analytics · Data Analysis · Exploratory Data Analysis · Customer Experience Analysis · KPI Dashboards · Dashboards · Dashboards Designs