This project uses Microsoft Excel to analyze and visualize key call center metrics, helping optimize performance and customer satisfaction. It includes insights on call trends, durations, amounts, ratings, and customer demographics, all dynamically controlled by slicers.
- Call Trends & Durations: Analyzed call volume and average call duration over time.
- Amount & Average Rating: Summarized total call amounts and calculated average customer ratings.
- Happy Customers: Visualized customer satisfaction trends.
- Demographic Analysis: Compared male vs. female call volumes.
- Interactive Slicer: Filtered data by five different representatives to dynamically update charts.
- Microsoft Excel
- Pivot Tables
- Power Pivot & DAX
- Slicers for dynamic filtering
- Identified performance trends across different representatives.
- Highlighted peak call times and resolution effectiveness.