PWC Job Simulation
Task 1 Call Centre Analysis for an accurate overview of long-term trends in customer and agent behavior.
Highlights: ▪ Total Calls - 5000 ▪ Calls Received -4054 ▪ Calls Resolved – 3646 ▪ Average Speed of Answer – 67.52 seconds ▪ Total Rating – 14K
Insights: ▪ Answered – ((Y) 81.08%, (N) 18.92%) ▪ Resolved – ((Y)72.92% , (N) 27.08%) ▪ Avg. Customer Satisfaction – (3.40) ▪ Calls Answered Per Month – Jan ((Y) 1455, (N) 317), Feb ((Y) 1298, (N) 318), Mar ((Y) 1301, (N) 311) ▪ Agent Stats: As per most calls answered: Jim has highest (536) As per most calls Resolved: Jim has highest (485) As per Avg. satisfaction rate: Martha has highest (3.47) As per Avg. speed of answer in sec: Becky has Lowest (65.33)
By continuously monitoring the KPIs, the call centre can significantly improve its customer service and overall performance.
Task 2 Churn Analysis
- Define proper KPIs
- Create a dashboard for the retention manager reflecting the KPIs
Possible KPIs included: ▪ Services each customer has signed up for like (phone, multiple lines, internet, online security, online backup, device protection, tech) ▪ Customer account information: how long as a customer, contract, payment method, paperless billing, monthly charges, total charges and number of tickets opened in the categories administrative and technical ▪ Demographic info about customers – gender, age range, and if they have partners and dependents
🔹Services each customer has signed up for Phone service – 91% (Multiple line - 50.03%, No-multiple line – 49.97%) Streaming TV and Movies – 44% each Online Backup – 28% online security – 16% Device Protection – 29% Tech Support – 17% Fiber optic - 69.4% DSL – 24.56 No - 6.04%
🔹Customer account information: Paperless billing – ((Y) 74.91%, (N) 25.09%) Payment Method: Electronic Check – 57.30% Mailed check – 16.48% Bank Transfer – 13.80% Credit card – 12.41% Average charges – Monthly ($74.44), Total ($1,531.80) Contract: Month-to Month – 88.55% One Year – 8.88% Two Year – 2.57%
🔹Demographic info about customers: Gender – Male (49.76%), Female (50.24%) Dependents – 17% Partner – 36% Senior Citizen – 25% Subscription Tenure: Less than (1 year) – 53.45% Less than (2 year) – 16.53% Less than (3 year) – 10.33% Less than (4 year) – 7.81% Less than (5 year) – 6.58% Less than (6 year) – 5.30%
These can help the company to enhance its service offerings, improve customer satisfaction and retention, and attract new customers effectively.
Task 3 Diversity and Inclusion Analysis
- Define relevant KPIs in hiring, promotion, performance and turnover, and create a visualisation.
- Write what you think some root causes of their slow progress might be.
KPIs are: No of men - 295 No of women - 205 No of leavers - 47 % employees promoted (FY21) - 10.2% % of women promoted - 20% % of hires men - 59% % of hires women - 41% % turnover - Female (11%), Men (9%) Average performance rating: Men (2.41) Average Performance rating: Women (2.42)
Insights 💠Hiring -Employee at Executive level after FY 20 Promotions – (Male (88%), Female 13%) -Avg time in Executive level after FY 20 Promotions – (Male (1.86), Female (3.00))
💠Promotions % of Female at Executive Level after FY 20 Promotions – (13%) % of Female at Executive Level after FY 21 Promotions – (16%)
💠Turnover Female Avg Performance Rating (FY20) at Executive Level: Rating 2 (Leaver -No) Male Avg Performance Rating (FY20) at Executive Level: Rating 3 (Leaver – Yes), Rating 2.44 (Leaver - No)
💠Performance %GT Employees after FY20 Performance Rating: 1 – Male (63.16%), Female (36.84%) 2 – Male (61.61%), Female (38.39%) 3 – Male (60.26%), Female (39.74%) 4 – Male (63.16%), Female (36.84%)
%GT of Employees By gender(FY20 Performance Rating): Male: 1 (4.74%), 2 ( (54.55%), 3 (35.97%), 4 (4.74%) Female: 1 (4.38%), 2 (53.75%), 3 (37.50%) 4 (4.38%)
💠Executive Gender Balance: FY(20) – Male (87.5%), Female (12.5%) FY(21) – Male (84.21%), Female (15.79%) New Hire (FY20) – Male 100% Promotion (FY20) – Male 100%
Recommendations: ✅ Improve Hiring Practices ✅ Enhance Retention Strategies ✅ Support Career Development ✅ Boost Overall Performance ✅ Monitor and Evaluate
Insights can help company to work towards achieving greater gender diversity and equity at the executive level, which is essential for an inclusive and high-performing organizational culture.