Call Center Performance Analysis Using Excel & Pivot Tables

In this project, I analyzed call center data to extract key performance indicators (KPIs) and transform raw data into actionable insights that support better decision-making.

The project involved analyzing more than 1,000 call records using Excel and Pivot Tables, focusing on several important factors such as call duration, customer satisfaction, generated revenue, and customer service representative performance.

Key tasks completed in this project:

* Data cleaning and organization

* Building Pivot Tables for data analysis

* Evaluating customer service representative performance

* Analyzing the relationship between revenue and customer satisfaction

* Extracting actionable business insights

Key findings:

* Identified peak months with the highest call volumes

* Determined the best-performing representative based on revenue and overall performance

* Analyzed the relationship between revenue generation and customer satisfaction

* Discovered seasonal workload patterns within the call center

Skills used:

Excel, Data Analysis, Pivot Tables, KPI Analysis, Dashboard Reporting, Business Intelligence