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Description:
Description:
We are provided with a dataset of a Customer Experience (CX) Inbound calling team for 23 days. Data includes Agent_Name, Agent_ID, Queue_Time [duration for which customer have to wait before they get connected to an agent], Time [time at which call was made by customer in a day], Time_Bucket [for easiness we have also provided you with the time bucket], Duration [duration for which a customer and executives are on call, Call_Seconds [for simplicity we have also converted those time into seconds], call status (Abandon, answered, transferred). We are provided with a dataset of customer experience (cx)inbound calling team of 23 days . We have to analyze the dataset to get insights for the growth of business and understanding the trends in the advertising field.
Conclusion
Conclusion
I learned how an analyst can make a significant impact in the customer service department.
I learned how a company strives to ensure the utmost satisfaction of its customers.
I became familiar with IVR Duration, an AI tool that answers calls, understands the customer's specific question, and transfers it to the appropriate agent for resolving the customer's queries.
This project was made easier by the team providing pre-calculated time buckets and converting call durations into seconds, saving us the effort of manual calculations.
I gained insights into behavioral analytics, understanding how customer behavior data can be analyzed to derive valuable insights for improving customer service and satisfaction.
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