Customer Service Performance Dashboard

Objective: To analyze key performance indicators in a call center, focusing on Customer Satisfaction (CSAT), Average Handle Time (AHT), and issue resolution patterns, with a special emphasis on language-specific challenges.

Key Analyses and Tools:

- Performance Analysis: Conducted a thorough examination of CSAT scores and AHT, correlating them with issue codes and other relevant factors.

- Language Dynamics: Explored the impact of different languages on customer support, with a focus on challenges in French language interactions.

- Visual Data Storytelling: Developed an interactive dashboard presenting trends in CSAT and AHT, and a comprehensive performance breakdown by call type, agent tenure, and language.

Key Insights:

- CSAT Score Patterns: Identified the lowest CSAT scores associated with Issue Codes 5 and 2.

- AHT Analysis: Found the longest AHT linked to Issue Code 8, indicating potential inefficiencies.

- Language Impact: Highlighted significant differences in service quality for French language support.

Actionable Recommendations:

- Targeted Training: Suggested specialized training sessions for agents on identified problem issues to improve CSAT scores.

- Process Optimization: Recommended strategies to reduce high AHT instances, enhancing operational efficiency.

- Language-Specific Support: Proposed additional resources and support for French language interactions to address service quality gaps