Call Center Optimization
Power BI dashboard analyzing call center KPIs, agent performance, and D&I metrics for PwC Switzerland virtual experience.
Completed
April 2025
Duration
1 month
Role
BI Analyst
Team
PwC Virtual Experience
Problem
Call center managers lack real-time visibility into agent performance, first-call resolution rates, and service equity metrics.
Solution
Built a Power BI dashboard with KPI tracking, agent performance analytics, and diversity & inclusion metrics with interactive drill-down capabilities.
Impact
Real-time KPI tracking with first-call resolution, customer satisfaction, and D&I analytics in a single dashboard.
About This Project
A comprehensive Power BI dashboard developed as part of the PwC Switzerland Virtual Experience program, focusing on call center operations optimization.
Analyzes key performance indicators including average handle time, first call resolution, customer satisfaction scores, and agent performance metrics.
Includes diversity and inclusion (D&I) analytics to ensure equitable service delivery and identify areas for improvement.
Key Features
Technical capabilities and highlights
Call center KPI tracking
Agent performance analytics
Customer satisfaction analysis
First call resolution metrics
Customer retention insights
Diversity and inclusion metrics
Interactive filtering and drill-down
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