Dataset and Microsoft power bi for the virtual internship offered by pwc Task 2( call centre trends)
Create a dashboard in Power BI for Claire that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset. Get creative!
Possible KPIs include (to get you started, but not limited to):
Overall customer satisfaction Overall calls answered/abandoned Calls by time Average speed of answer Agent’s performance quadrant -> average handle time (talk duration) vs calls answered
Task 3 (customer retention analysis )
Your colleague, the engagement partner, asks you to do the following tasks:
Define proper KPIs Create a dashboard for the retention manager reflecting the KPIs Write a short email to him (the engagement partner) explaining your findings, and include suggestions as to what needs to be
Task 4 (Diversity and inclusion analysis) Create visualizations to represent HR data, particularly focusing on gender-related KPIs.
Identify and discuss potential root causes for the slow progress in achieving gender balance at the executive management level. Human Resources at our telecom client is highly into diversity and inclusion. They’ve been working hard to improve gender balance at the executive management level, but they’re not seeing any progress. They’re reaching out to us for help. Here is a hint: Calculating the following measures could help to define proper KPIs:
% employees promoted (FY21) % of women promoted % of hires men % of hires women % turnover Average performance rating: men Average Performance rating: women