Project Description:
A customer experience (CX) team consists of professionals who analyze customer feedback and data and share insights with the rest of the organization. Typically, these teams fulfil various roles and responsibilities such as: Customer experience programs (CX programs), Digital customer experience, Design and processes, Internal communications, Voice of the customer (VoC), User experiences, Customer experience management, Journey mapping, Nurturing customer interactions, Customer Success, Customer support, Handling customer data, Learning about the customer journey.
Questions to look after:
Calculate the average call time duration for all incoming calls received by agents (in each Time_Bucket).
Show the total volume/ number of calls coming in via charts/ graphs [Number of calls v/s Time]. You can select time in a bucket form (i.e. 1-2, 2-3,…..)
As you can see current abandon rate is approximately 30%. Propose a manpower plan required during each time bucket [between 9am to 9pm] to reduce the abandon rate to 10%. (i.e. You have to calculate minimum number of agents required in each time bucket so that at least 90 calls should be answered out of 100.)
Approach:
All the questions are clearly explained and can be solved using Microsoft Excel only.
Tech-Stack Used:
Microsoft Excel for Microsoft 365
Dataset:
Insights:
1. Calculate the average call time duration for all incoming calls received by agents (in each Time_Bucket).
2. Show the total volume/ number of calls coming in via charts/ graphs [Number of calls v/s Time]. You can select time in a bucket form (i.e. 1-2, 2-3,…..)
3. As you can see current abandon rate is approximately 30%. Propose a manpower plan required during each time bucket [between 9 am to 9 pm] to reduce the abandon rate to 10%. (i.e. You have to calculate the minimum number of agents required in each time bucket so that at least 90 calls should be answered out of 100.)
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