PwC Switzerland Power BI in Data Analytics

🎓 Certification

You can view the certification here: PwC Switzerland Power BI Certification

📊 Project Overview

This repository contains Power BI dashboards and documentation for analysing call centre trends, customer retention, and diversity & inclusion metrics at PwC Switzerland.

📝 Tasks

✅ Task 1: Call Centre Trends

• Build a dashboard showing:

  • Overall customer satisfaction

  • Calls answered vs. abandoned

  • Calls by time of day

  • Average speed of answer

  • Agent performance (average handle time vs. calls answered)

    📊 Power BI Dashboard

🔗 View Power BI Dashboard (If link not working, view pdf)

✅ Task 2: Customer Retention

• Define KPIs: retention rate, churn rate, average customer tenure, customer lifetime value, satisfaction vs churn risk

• Create retention dashboard

• Draft email to engagement partner with findings and suggestions

  📊 Power BI Dashboard

🔗 View Power BI Dashboard (If link not working, view pdf)

✅ Task 3: Diversity & Inclusion

• Calculate:

  • Number of men/women/leavers
  • % employees promoted (overall/women)
  • % hires (men/women)
  • % turnover
  • Average performance rating (men/women)

• Build dashboard highlighting these KPIs

  📊 Power BI Dashboard

🔗 View Power BI Dashboard (If link not working, view pdf)

📂 Files

• Task1_CallCentre.pbix: Power BI file for Task 1
• Task2_Retention.pbix: Power BI file for Task 2
• Task3_DiversityInclusion.pbix: Power BI file for Task 3

🚀 Getting Started

1. Open .pbix files in Power BI Desktop.
2. Connect to the provided dataset.
3. Review and publish dashboards as needed.