Business Problem:

A mid-sized customer service center is struggling with long resolution times, inconsistent agent performance, and declining customer satisfaction. Management wants to identify what’s driving these issues and how to improve customer support operations.

Objectives:

• Identifying drivers of low customer satisfaction (CSAT)
• Measuring First Call Resolution (FCR) and Average Talk Time
• Evaluating agent performance using multi-metric comparisons
• Highlighting peak call hours and common customer issues
• Conducting Month-over-Month (MoM) performance trend analysis

Key Metrics Tracked:

• Incoming Calls
• Average Talk Time
• First Call Resolution (FCR) Rate
• Customer Satisfaction (CSAT)
• Agent Performance
• MoM Comparison of KPIs

Insight & Outcome:

• Identified that CSAT drops significantly during specific hours and with certain agents.
• Discovered that "Billing Issues" had the longest resolution time.
• Recommended training for low-performing agents and better scheduling during peak times.
• Built a Power BI dashboard for managers to track performance in real time.