This project features a clean, interactive Call Centre Dashboard built in Microsoft Excel to analyze call volume, revenue, agent performance, and customer satisfaction, delivering actionable business insights
- Analyze call volume, revenue, duration, and customer ratings across representatives and cities
- Identify peak call periods, top performing agents, and gender wise caller distribution
- Build a fully interactive dashboard for dynamic analysis
- Deliver actionable insights to improve call centre efficiency and service quality
- Fully interactive dashboard using Pivot Tables, Pivot Charts, and Slicers
- Data modelling by connecting 2 tables with relationships
- Monthly and weekday call trend analysis
- Performance analysis by representative (R01–R05), city, and time periods
- Dynamic highlighting based on slicer selection
Challenges:
- Unstructured raw data spread across multiple tables
- Difficulty in visually highlighting selected representative data
- Implementing dynamic color changes across charts and KPIs based on slicer selection
Solutions:
- Built proper data model and created calculated measures using Excel formulas
- Added conditional columns for better analysis
- Used PivotTables with conditional formatting to achieve dynamic highlighting effect when a filter is selected
- Total 1,000 calls generated $96,623 in revenue
- Average customer rating is 3.9 with 307 happy callers
- Peak call activity observed in March and April
- Most ratings are concentrated at 4–5 stars
- R02 is the top-performing representative
- Cleveland shows strong overall performance
- Some representatives generate higher revenue even with fewer calls
- Replicate strategies of top performers like R02 and provide targeted training for others
- Run campaigns or special offers during low call months (January, July, August) to increase volume
- Focus on improving lower ratings through better customer handling training
- Encourage upselling to increase revenue per call
- Use this dashboard regularly to check performance and find problems quickly
- Download the Excel file
- Open in Microsoft Excel
- Use slicers to filter by representative
- Observe dynamic highlighting across visuals
- Explore insights interactively
- Add call resolution metrics
- Include customer segmentation
- Build Power BI version
- Add predictive analysis