Customer Service Quality Analysis Dashboard

Project Overview:
This project involved analyzing customer service quality using mock data generated with Excel. The aim was to evaluate 10 different behaviors, each contributing to the final customer service score.
 

What Was Done:

1. Created an Excel sheet with mock data, structured to analyze 10 behaviors influencing customer service quality.

2. Developed a comprehensive dashboard in Power BI to summarize and visualize the information.

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How It Was Done:

1. Data Preparation: Generated and organized mock data in Excel, ensuring each behavior had an appropriate weight in the final score.

2. Dashboard Creation: Utilized Power BI to build an interactive dashboard with multiple features:

   • Filters for employee names and desired time periods.

   • A summary of the total number of audits and the average score.

   • Charts displaying average scores for each criterion and total scores for each employee.

   • A top performers podium highlighting the top three agents.

   • Charts counting the number of behavior failures per employee.

   • Charts identifying the most frequently failed behavior.

   • Graphs illustrating the most common reasons for not meeting all criteria

 

Achievements:

• Successfully developed an interactive and informative Power BI dashboard.

• Enabled detailed analysis of customer service quality by visualizing key performance metrics and identifying areas for improvement.

• Provided a clear and concise overview of employee performance and common failure points, facilitating targeted training and development.