Call Center Dashboard

?How can call center data be used to improve performance and customer satisfaction

In this project, I analyzed call center data to evaluate agent performance, call efficiency, and customer behavior. The analysis included data cleaning, preparation, and the creation of calculated metrics such as call duration buckets, satisfaction ratings, and performance indicators.

The dashboard highlights key KPIs, including total number of calls, average call duration, customer satisfaction scores, and purchase amounts. It also provides insights into call trends by date, day of the week, and time of day, as well as comparisons across agents and customer segments.

An interactive dashboard was built using Excel, featuring dynamic filters, slicers, and clear visualizations. This dashboard enables stakeholders to monitor performance, identify improvement areas, and make data-driven decisions to enhance call center operations.