Project Title: PwC Power BI Job Simulation

Table of Contents

• Overview
• Dataset
• Objective
• Analysis Approach
• Key Findings
• How to run code
• Technologies Used
• Results & Visualizations
• Recommendation
• Contact

Overview

The PwC Power BI Job Simulation, completed through the Forage platform, provided a hands-on opportunity to develop and demonstrate data analysis and visualization skills. The simulation involved analyzing call center data, customer retention metrics, and diversity and inclusion statistics for a telecom client, using Power BI to generate actionable insights.

Dataset

The project utilized the following datasets:

• Call Center Dataset: Containing metrics on customer satisfaction, call volume, and agent performance.
• Customer Retention Dataset: Including demographic data, contract types, service subscriptions, and churn status.
• Diversity & Inclusion Dataset: Featuring gender balance, promotion rates, and employee turnover statistics.

Objective

The primary objectives of this project included:

• Developing a Power BI dashboard to visualize call center performance metrics.
• Identifying trends and factors contributing to customer churn in the telecom industry.
• Analyzing HR data to provide insights on gender diversity and inclusion within the organization.

Analysis Approach

The analysis was conducted in three main tasks:

• Call Center Analysis: Created an interactive dashboard to visualize KPIs such as customer satisfaction, calls answered/abandoned, call volume trends, and agent performance.
• Customer Retention Analysis: Built a dashboard to identify key drivers of customer churn and proposed proactive strategies to improve retention.
• Diversity & Inclusion Analysis: Analyzed gender-related KPIs and provided recommendations to address gender balance challenges at the executive level.

Key findings

Call Center Performance:

• Average speed to answer: 67.52s, average talk duration: 3m 45s, with 81.08% of calls answered.
• Most agents meet performance benchmarks, with average answer speed around 66-70s and call resolution at ~72-73%.
• Satisfaction rating is moderate at 3.4/5, and only 27.08% of calls are unresolved.

Customer Return & Risk Analysis:

• High churn rate of 26.54%, with month-to-month contracts showing the highest churn (42.7%).
• Electronic check payment method has the highest churn rate among all methods.
• Fiber optic service also shows a high churn rate of 41.9%.

Diversity & Inclusion:

• Female employees perform slightly better (2.42 vs. 2.41 for males).
• Lower promotion rates for women at higher job levels.
• Women are promoted faster than men in most roles, except at the executive and director levels.
• Turnover rate is 10%, with male-dominated exits in strategy and HR.

How to run code

1. Load the Dataset: Import the dataset by loading the files from the repository
2. Loading the dashboard (pbix file) in Power BI

• Open Power BI Desktop and go to File > Open to load the existing dashboard from the repository.

Technologies Used

• Power BI: Created interactive dashboards with charts, graphs, and slicers to visualize KPIs for call center performance, customer retention, and diversity & inclusion.
• DAX (Data Analysis Expressions): Calculated key metrics like customer satisfaction, call handling performance, and churn prediction.

Results & Visualizations

Interactive dashboard: PwC_PoweBI_Job_Simulation_Call_Center_Analysis

Interactive dashboard: PwC_PoweBI_Job_Simulation_Customer_Retention_Analysis

Interactive dashboard: PwC_PoweBI_Job_Simulation_Diversity_&_Inclusion_Analysis

Figure 1: Call Center Trend Dashboard

Finding:

• Visualized KPIs: call answer rates, resolution rates, satisfaction scores, and agent performance metrics.
• Trends show consistent agent performance but room for improvement in customer satisfaction.

Figure 2: Customer Return Analytics

Figure 3: Customer Risk Analytics

Finding:

• Month-to-month contracts and electronic check payments have high churn.
• Fiber optic service retention needs attention.

Figure 4: HR Analytics 1

Figure 5: HR Analytics 2

Finding:

• Gender distribution by department and job level highlights promotion disparities.
• Performance by gender and department suggests strategic roles need balanced gender representation.

Recommendation

For Call Center:

• Implement training to boost call resolution rates and satisfaction scores.
• Monitor underperforming agents and provide targeted coaching.

For Customer Retention:

• Offer incentives for long-term contracts to reduce month-to-month churn.
• Introduce targeted retention strategies for customers using electronic check payments and fiber optic services.

For Diversity & Inclusion:

• Address gender disparities in promotions, especially at higher job levels.
• Implement mentorship programs to support career growth for underrepresented groups.

Contact

📧 Email: [email protected]

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