Call Centre Trends Power BI Dashboard

Overview

This project provides an analysis of call centre trends, focusing on key performance metrics like customer satisfaction, call handling times, and resolution rates. The Power BI dashboard offers valuable insights to improve the efficiency of call centre operations.

Key Features

• Data Sources: The analysis uses a dataset from a call centre with information on calls, agent performance, and customer feedback.
• Visualizations: Includes various charts and graphs to track metrics like call volume, agent efficiency, and customer satisfaction trends.
• Metrics: Focuses on average handling time, call resolution rates, and customer feedback ratings.
• Actionable Insights: Offers recommendations to improve agent training and optimize call handling times.

Tools & Technologies

• Power BI: Used for building the interactive dashboard.
• Excel: For initial data preprocessing and cleaning.
• Dataset: Provided as an Excel file (01 Call-Center-Dataset.xlsx).

Dataset Information

The dataset contains the following key columns:

• Call ID: Unique identifier for each call.
• Agent ID: Identifier for the agent handling the call.
• Call Duration: Time spent on each call.
• Customer Satisfaction Rating: Customer feedback score.
• Resolution Status: Whether the call issue was resolved.

Visualizations

Here are some of the key visualizations included in the dashboard:

• Call Volume Over Time: Line chart showing trends in call volume across different time periods.
• Agent Performance: Bar chart comparing agents based on key metrics like call resolution and handling time.
• Customer Satisfaction Trends: Pie and bar charts showing customer feedback and satisfaction rates.
• Average Handling Time: A detailed view of the average call handling time by different agents or departments.

Project Structure

How to Use the Project

1. Download the .pbix file and open it in Power BI.
2. View the Dashboard: Explore interactive visualizations to get insights into call centre performance.
3. Adjust filters: Use Power BI’s filtering features to focus on specific time periods, agents, or call types.

Insights and Recommendations

• Improve Agent Training: Certain agents have higher resolution times. Targeted training can improve efficiency.
• Enhance Customer Satisfaction: Calls with longer durations often result in lower customer satisfaction scores. Consider revising call scripts or support protocols to improve these interactions.
• Optimize Call Handling: Calls with lower resolution rates should be reviewed to find common issues that might require process changes.

License

This project is licensed under the MIT License - see the LICENSE file for details.

Connect with Me

• LinkedIn Post: Project Overview
• Power BI Dashboard: Explore the Dashboard
• Contact: Sunny Kumar