Call‑Center‑Dataset

Introduction

This report analyzes call‑center performance data using Power BI, offering KPIs, call‑volume trends, and agent performance insights. The goal is to help stakeholders understand operational efficiency, pinpoint improvement areas, and enable data‑driven decisions.

Dashboard Overview

The dashboard includes several key sections:

• Overall Call Overview: Displays the total number of calls received by the call centre.
• Answered vs. Abandoned Calls: Breaks down successful answered calls and abandoned calls.
• Agent Performance Metrics: Highlights individual agent performance, including answered calls, abandoned calls, and customer satisfaction scores.
• Daily and Monthly Call Trends: Visualizes call volume across different days of the week and months to identify patterns.

Trends and Insights

Overall Call Overview

• Total Calls: The centre received 5,000 calls during the analysis period, with the majority answered.
• Answered Calls: 4,054 calls were answered, indicating strong operational performance.
• Abandoned Calls: 946 calls were abandoned, highlighting a potential area for improvement in handling call volume.

Agent Performance

• Top Agents by Answered Calls: Agents such as Jim and Dan performed exceptionally, each answering over 500 calls.
• Customer Satisfaction: Satisfaction scores vary slightly among agents, with Martha leading with an average score of 3.47.
• Abandoned Calls by Agent: Greg has the fewest abandoned calls, indicating efficient call handling.

Call Trends

• Daily Call Distribution: Call volume peaks on Monday and Saturday, with the lowest on Tuesday, suggesting staffing adjustments may be needed for daily demand.
• Monthly Call Trend: Call volume shows a slight decline across months, highest in January (1,772) and lowest in March (1,612).

Resolved vs. Unresolved Calls

• Resolved Calls: 72.92% of calls were resolved, indicating that most customer inquiries were successfully handled.
• Unresolved Calls: 27.08% remained unresolved, suggesting a need for further investigation into common issues faced by agents.

Conclusion

The dashboard provides a comprehensive view of PhoneNow call‑center operations, revealing key trends in call volume, agent performance, and customer satisfaction. These insights can be used to optimize staffing, enhance customer service, and reduce abandoned calls.

Recommendations

Based on the findings, the following recommendations are proposed:

• Improve Call Handling Efficiency: Reduce abandoned calls by optimizing staffing and providing additional training during peak periods.
• Enhance Customer Satisfaction: Implement feedback mechanisms and continuously monitor and improve agent satisfaction scores.
• Optimize Staffing Levels: Adjust staffing schedules according to daily call trends to ensure adequate coverage during peak times.

Future Enhancements

• Customer Segmentation Analysis: Incorporate segmentation to better understand which customer groups drive most calls and how to serve them effectively.
• Predictive Analytics: Use predictive models to forecast call volume and staffing needs, ensuring the centre is prepared for efficient call handling.
• CRM Integration: Connect the dashboard with CRM systems to gain deeper insights into customer interactions and outcomes.