A telecom firm called "PhoneNow" is a client of PwC. They require assistance to gain valuable insights and make informed decisions that drive business growth and customer satisfaction.
Clients Requirements :-
- Create a dashboard to acquire insights into call centre trends
- Create a new dashboard to know about customer churn
- HR department's diversity and inclusion dashboard
- 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
- Customers left within month
- Various Services each customer has signed up for
- Customers Account Information - Contract, Payment Method, Monthly & Yearly Charges etc
- Customer Demographic Information
- Churn Rate
- No. of men & women
- Employees Promoted
- Employees Hired
- Turnover Rate
- Average Performance Rating
- Gender distribution in company
- Average Customer Satisfaction rating is 3.40
- Total Calls - 5000, Total calls answered - 4054, Total calls abondaned - 946
- Average Speed of answering a call - 67.52 secs
- Average calls per day - 56
- Agent Becky has performed better than other agents with average speed of answering a call is 65.33 secs and agent Joe has lowest speed of answering a call that is 70.99 secs
- Analysis of customer contact reveals that streaming services generate the highest volume of inquiries, followed by inquiries regarding payments and technical support.
- Although more calls are answered than not answered, the percentage of resolved calls (72.92%) is lower than the percentage of answered calls (81.08%).
- January has recorded highest no. of calls and issues resolved.
- In weekly trends Monday has highest volume of inquiries with 770 calls followed by Saturday with 768 calls
- Total Customers - 7043, Total Customers Churned - 1869
- Customers left within month - 613
- Total Churn rate - 26.54%
- Services opted by Customers- a. Phone Services - 90.32% b. Multiple Lines - 42.18% c. Internet - DSL - 34.37% , Fiber Optics - 43.96% d. Online security - 28.67% e. Device protection - 34.39% f. Tech Support - 29.02% g. Streaming TV - 38.44% h. Streaming Movies - 38.79%
- Average Monthly charges - $65 , Average Total charges - $2283
- Contracts analyis - a. Monthly contract - 3875 (55.02%) b. 1 year contract - 1473 (20.91%) c. 2 year contract - 1695 (24.07%) 7.Data analysis reveals nearly 60% of customers (59.22%) opt for paperless billing, demonstrating a significant preference for this eco-friendly and convenient option, while the remaining 40.78% choose paper-based billing methods.
- Electronic checks was the most preferred payment method, attracting 2,365 customers, followed by mailed cheques (1,612), automatic bank transfers (1,544), and credit cards (1,522).
- Average Tenure of customer - 32 months
- Demographics Information - a. Total Male - 50.48% , Total Female - 49.52% b. Senior Citizens - 61.10% c. With Partners - 48.30%, Without Partners - 51.70% d. Dependents - 29.96%
- Total Employees - 500, Total male - 295 (59%), Total female - 205 (48%)
- Turnover Rate - 10.06%
- For Fiscal year 2020 females were more hired (51%) than males (48%)
- Despite a higher number of females being hired in fiscal year 2020, the promotion rate for females was 35.29%, compared to 64.71% for males
- While the Senior Officer level has a larger male population, the promotion rate for females in this level is significantly higher (61.11%) compared to males (38.89%)
- The Operations department stands out with the highest number of new hires (29), and women comprise a larger percentage (58.t62%) of these new employees
- While the HR department held the highest promotion rate in fiscal year 2021, the Finance department previously held the top spot in fiscal year 2020 with a rate of 27.78%, which then dropped to 11.11% in fiscal year 2021
- In FY20, the average job performance rating landed at 2.41
- The Sales & Marketing department saw the highest number of male leavers in FY20, with 109 individuals departing. In comparison, female leavers were more concentrated in the Operations department (100).