In this project we will try to prepare an US callcenter dashboard with Power BI including total calls, total call durations, average call duration, response time etc.
In the real world, callcenters always work robust and very fast there you need to get the data you want immediately. With this callcenter dashboard we can identify and determine the customer data that indicates CSAT (Customer satisfaction score), city, channel and sentiment also.
In call centers sentiment analysis is a very common approach performed by data analysts and data scientists in order to see the distribution of the customer reviews. For this project, we will be generally working to understand the results of callcenter data to see the critiques we mentioned above.
We will use "us_call_center_data.csv" data including the customer calls from various United States' cities.
You can find our data in our resources section. By the way you can use your company's own call center data for this project.
In this project our goal is to work through PowerBI to help the company understand some problems if they need to such as:
*Implement the new customer channels,
*Keep the old customer channels,
*Analyzing the sentiment of customers and callcenter's cities.
If your company has a callcenter likewise and you need to analyze your customer's data of your call center this project may be a template for your dashboard.
Created by @serdbay - feel free to contact me!