Call Centre Insight

The Project was to get insight from the call centre data with an overview of long-term trend in customer and agent behaviour. Data was downloaded from online and it was an already cleaned Excel data, which was connected to Power Bi and using Power Query editor i extracted the day_week from the date and also did come calculation using the DAX function CALCULATE to extract the number of answered calls and also number of resolved calls to make it easier to differentiate since the dataype was in text (Y,N), then i proceed to visualizing the data with Power BI to enable easy understanding of the data.
FIndings from analysis:

• The Total Average satisfaction rate was 3.40 which simply means most of the customers rate the satisfaction level 3 and Above
• The Average speed of answer was 67.52 this indicates that an agent takes an average of 67.52 seconds to answer customer calls
• Agent Martha has the highest average satisfaction rating of 3.47.

The following are ways Divvy Bike can improve the Business next year:

• Reduce the Average speed of answer to a minimum of 30 seconds
• Training for all Agent on how to increase customer satisfaction rate