ABC Call Volume Trend Analysis - Data Analysis using Excel by Raj Rathod

Overview

Welcome to the "ABC Call Volume Trend Analysis" project repository! In this project, we analyze the call volume trends of the inbound calling team of ABC, an insurance company, to optimize manpower allocation and enhance customer experience.

Project Details

• Difficulty Level: Intermediate

• Description: The Customer Experience (CX) team of ABC plays a crucial role in managing inbound calls from existing and prospective customers. This project aims to understand the trends in call volume and derive valuable insights to optimize manpower allocation and improve customer experience.

  We have been provided with a dataset spanning 23 days, containing details such as agent names and IDs, queue time, call time, call duration, and call status. By analyzing this data, we address questions related to average call duration, call volume analysis, manpower planning, and night shift manpower planning.

• Dataset: Link to Dataset with Analysis

• Project Report: Link to PDF Report

• Presentation Slides: Link to PowerPoint Presentation

• Video Presentation: Link to Video Presentation

Data Analytics Tasks

1. Average Call Duration:

   • Determine the average duration of all incoming calls received by agents for each time bucket.

2. Call Volume Analysis:

   • Visualize the total number of calls received against time in buckets (e.g., 1-2, 2-3 hours).

3. Manpower Planning:

   • Propose a plan for manpower allocation during each time bucket to reduce the abandon rate to 10%.

4. Night Shift Manpower Planning:

   • Propose a manpower plan for each time bucket throughout the day, considering calls received during the night shift.

Project Contributors

• Linkedin Profile: Link to LinkedIn Profile
• GitHub ID: @Shraaj1
• Email: [email protected]

Feedback

Your feedback and suggestions are highly valued! Feel free to reach out via email or LinkedIn for discussions or inquiries.

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