PwC-Switzerland-Power-BI-Virtual-Case-Experience
所属分类：数据可视化
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上传日期：2023-10-25 04:47:05
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sh-1993
说明： 普华永道PowerBI饲料虚拟体验计划包括三项任务，要求参与者在PowerBI中创建仪表板，以...，
(The PwC PowerBI Virtual Experience Program in Forage includes three tasks that require participants to create dashboards in Power BI to analyze and visualize different datasets related to call center trends, customer retention, and diversity and inclusion.)
文件列表:
PWC Switzerland Power BI Virtual Case Experience/ (0, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/ (0, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/01 Call-Center-Dataset.xlsx (254317, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/Analyzation (CALL CENTRE) .docx (19446, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/Call Centre Trends.pbix (328027, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/Images/ (0, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/Images/Call center icon.png (3419, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/Images/download (1).png (2932, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 2 - Call Center Analysis/Images/download.png (1515, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/ (0, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/02 Churn-Dataset.xlsx (790467, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Customer Retention Analysis.pbix (420901, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Images/ (0, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Images/answer.png (14278, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Images/customer-retention.png (21951, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Images/customer.png (12714, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Images/download.png (1515, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Images/gender.png (11711, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/Images/loss.png (15849, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 3 - Customer Retention Analysis/PhoneNow inputs.pdf (935595, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 4 - Diversity and Inclusion/ (0, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 4 - Diversity and Inclusion/03 Diversity-Inclusion-Dataset.xlsx (181039, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 4 - Diversity and Inclusion/Diversity and Inclusion Dashboard.pbix (183956, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 4 - Diversity and Inclusion/Images/ (0, 2023-10-25)
PWC Switzerland Power BI Virtual Case Experience/Task 4 - Diversity and Inclusion/Images/download.png (1515, 2023-10-25)
# PwC Switzerland Power BI Virtual Case Experience
### The tasks given under PwC PowerBI Virtual Experience Program in Forage:
- TASK 1: Introduction to Power BI - Self Reflection
- TASK 2: Call Centre Trends - Visualizing customer and Agent Behaviour
- TASK 3: Customer Retention - Customer Demographics and Insights
- Task 4: Diversity and Inclusion - Gender Balance
### TASK 2:
#### Created a dashboard in Power BI for Claire that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset.
#### Possible KPIs include :
- 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
#### Some Key Insights:
- Maximum number of calls received on Monday and minimum on Tuesday.
- Out of 5000 Total calls, 81.1% were answered and 18.9% were rejected.
- The Topic "Streaming" stands high among the call subjects.
- Agent Jim answered and also resolved most calls, while Steward rejected and resolved the least calls.
- Agent Joe has the maximum average speed of answer and Becky has the minimum.
- The average Customer satisfaction rating is 3.40.
### TASK 3:
#### This task requires you to create a dashboard that displays the defined KPIs for the retention manager to track the customer retention rate. Defined the appropriate KPIs for the retention manager based on the dataset and created a dashboard for the retention manager reflecting the KPIs.
#### Some Key Insights:
- About 90% of customers who left(Churned) are monthly contract type.
- Monthly customers are most likely to churn.
- Female Monthly customers are most likely to churn as compared to the male monthly customers.
#### Recommendations:
- Increase tech support capacity for Fiber Optic customers and lower tech tickets per customer to 0.5.
- Increase sale of 1 and 2 year contracts by 5% each.
- Yearly increase of automatic payments by 5%.
### TASK 4:
#### In this task, I've measured and analyzed the gender balance in the executive suite and created appropriate KPIs based on the dataset. Calculated the following measures, to define proper KPIs:
- No. of men: This KPI measures the number of male employees in the executive suite.
- No. of women: This KPI measures the number of female employees in the executive suite.
- No. of leavers: This KPI measures the number of employees who left the company during the given period.
- % employees promoted (FY21): This KPI measures the percentage of employees who were promoted in the financial year 2021.
- % of women promoted: This KPI measures the percentage of female employees who were promoted during the given period.
- % of hires men: This KPI measures the percentage of male employees who were hired during the given period.
- % of hires women: This KPI measures the percentage of female employees who were hired during the given period.
- % turnover: This KPI measures the percentage of employees who left the company during the given period.
- Average performance rating: men: This KPI measures the average performance rating of male employees in the executive suite.
- Average Performance rating: women: This KPI measures the average performance rating of female employees in the executive suite.
#### Some Key Insights:
- 41% of the Hires were female, while 59% were male.
- Avg. Performance Rating for both male and female is almost equal while male employees with high performance rating often leave the company.
- Average time(in years) in a job is highest for Director position.
- Male Employees are given higher priority to promotions at senior level irrespective of their time served in previous role.
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