Forage-Power-BI

Task 1 : Call Centre Analysis

The objective is to create an informative and visually appealing dashboard for a client, incorporating a variety of KPIs. While the list is not exhaustive, potential KPIs include:

• Overall Customer Satisfaction: Evaluate customer satisfaction levels to gauge the success of marketing strategies and services.
• Overall Calls Answered/Abandoned: Understand call traffic and customer engagement by tracking the number of calls answered versus abandoned.
• Calls by Time: Analyze the distribution of calls throughout the day to identify peak hours and optimize resource allocation
• Average Speed of Answer: Measure the efficiency of call response times, ensuring a positive customer experience.
• Agent's Performance Quadrant: Visualize agent performance using the average handle time (talk duration) versus calls answered, helping identify high-performing agents and areas for improvement.

Task 2 : Churn Analysis

Create a dashboard that will include visualizations for the defined KPIs, allowing for easy interpretation and actionable insights.

Components of the Dashboard:

• Overview of Churn Rate Trends
• Customer Lifetime Value Analysis
• Customer Satisfaction Metrics
• Predictive Churn Model Visualization

Task 3 : Diversity and Inclusion Analysis

Providing insight into diversity and inclusion by defining relevant metrics such as:

• Number of Men and Women: Understand gender distribution.
• Number of Leavers: Track employee departures by gender.
• % Employees Promoted (FY21): Evaluate promotion rates.
• % of Women Promoted: Assess female promotion rates.
• % of Hires Men/Women: Analyze gender distribution in new hires.
• % Turnover: Understand overall turnover percentage.
• Average Performance Rating (Men/Women): Evaluate performance ratings by gender.