📊 Call Center Analysis

📕 Table of Contents

• Problem Statement
• Objective
• Tools Used
• Dataset Overview
• Key Findings
• Recommendations
• Project Learnings
• Installation and Usage

❓Problem Statement

The call center is experiencing challenges in maintaining high levels of customer satisfaction and operational efficiency. There are concerns about the overall quality of customer interactions, the effectiveness of issue resolution, and the allocation of resources across different regions. Additionally, the center faces difficulties in managing call volumes, optimizing call durations, a nd effectively utilizing various communication channels. These issues potentially impact customer loyalty, operational costs, and the overall performance of the call center.

🎯 Objective

The primary objective is to identify:

1. Assess and improve overall customer satisfaction levels across all interactions.
2. Identify and address the root causes of common customer inquiries to reduce call volumes.
3. Optimize call handling procedures to improve efficiency and resolution rates.
4. Analyze regional performance variations to standardize best practices across all centers.
5. Evaluate the effectiveness of different communication channels and optimize their usage.
6. Develop strategies to enhance agent performance and reduce average call duration.
7. Create a data-driven approach to resource allocation and staffing based on call patterns and regional needs.
8. Identify opportunities to improve first-call resolution rates and adherence to Service Level Agreements (SLAs).

🛠️ Tools Used

• Analytical: MySQL
  

📅 Dataset Overview

• Data source: Internet
• Time period: 2020
• Data size: Orders Table (32942,12)
• Data set Link

🔎 Key Insights

1. Average customer satisfaction score: 5.54 out of 10
2. Average call duration: 25.17 minutes
3. 80% of calls are for billing questions
4. 50% of customers have negative or very negative sentiment
5. Most calls originate from Texas
6. Vermont has the best average satisfaction score
7. Rhode Island has the highest average call duration
8. 60% of queries are handled through calls and chatbots
9. 60% of calls are resolved within SLA
10. Denver, CO, has the highest average score (5.6176) and lowest average call duration (25.0208 minutes)

💡 Recommendations

1. Focus on improving billing processes to reduce related queries
2. Implement targeted training to address negative customer sentiment
3. Optimize call handling in Texas to manage high call volumes
4. Study and replicate Vermont's customer service practices
5. Investigate and address long call durations in Rhode Island
6. Enhance chatbot capabilities to handle more queries efficiently
7. Improve processes to increase SLA compliance beyond 60%
8. Analyze and replicate Denver's efficient call handling practices across other centers

🧠 Project Learnings

1. Creating new schema and table.
2. Group by.
3. Sharpened analytical and problem-solving abilities.
4. Strengthened strategic planning.
5. Actionable Insights Generation.

💻 Installation and Usage

• Open MySQL Workbench
• Create new schema
• Create new table
• Import CSV into the table