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