Project: Development of a Call Centre Performance Dashboard to Enhance Customer Service and Operational Efficiency
- Project Overview:
Designed a Call Centre Performance Dashboard using Power BI to monitor key metrics related to customer service efficiency and agent performance. This dashboard provides a comprehensive view of call centre operations, enabling data-driven decisions to improve service quality and customer satisfaction.
- Key Features:
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Call Handling Analysis: Tracked total calls, calls answered, and calls abandoned to understand call handling efficiency.
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Customer Satisfaction Monitoring: Provided insights into overall customer satisfaction scores, helping to identify areas for service improvement.
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Agent Performance Tracking: Analyzed individual agent performance through metrics such as average handle time, speed of answer, and calls answered, allowing for targeted training and support.
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Time-Based Call Distribution: Visualized call volumes by time to optimize staffing schedules and reduce wait times.
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Operational Insights: Included metrics like average speed of answer and issue resolution rates, highlighting opportunities to streamline processes and enhance customer interactions.
- Key performance indicators (KPI's):
📈 Overall Customer Satisfaction:
- Achieved a satisfaction rating of 3.40, showing room for improvement in enhancing customer experiences.
📞 Call Handling Efficiency:
- Total Calls Answered: 4,054 (81.08% of all calls)
- Calls Abandoned: 946 (18.92%), highlighting the need to reduce call abandonment rates.
⏱️ Average Speed of Answer:
- Averaged at 67.52 seconds, a critical factor in customer satisfaction.
📊 Calls by Time: Monitored call volumes across months to identify peak times and optimize staffing levels:
- January: 1,455 calls answered
- February: 1,298 calls answered
- March: 1,301 calls answered
🎯 Agent Performance Analysis:
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Evaluated agents on Average Handle Time vs. Calls Answered to identify top performers and training needs. Example: Jim answered 536 calls with an average response time of 66.34 seconds.
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Project Impact:
The dashboard enabled the call centre management to quickly identify performance gaps, optimize agent schedules, and implement targeted strategies to reduce call abandonment rates and improve overall customer satisfaction.